Job Description

Title: Director of Customer Success - Digital Marketing Agency

Department: Customer Relations and Marketing

Reports To: VP of Digital Strategy & RevOps

Position: Full-Time:

Location: Remote, Toronto area

Position Mission/Purpose:

As an important member of our Toronto-based digital marketing agency, the Director of Customer Success will develop, implement, and manage marketing campaigns promoting our client\'s company and its products or services.

The primary objective of this role is to build lasting relationships with clients, encourage strategies that drive leads and revenue growth, and provide digital strategy recommendations that ensure positive outcomes against campaign goals.

Responsibilities:

The Director of Customer Success will oversee and lead a team of digital marketing professionals who are customer success managers. This individual will contribute towards the agency\'s gross margin and customer retention goals and will also be responsible for conducting ongoing results analysis, optimization, and strategy refinement.

Day-to-day responsibilities include:

• Consulting with clients about marketing goals and KPIs
• Communicating effectively between the client and the internal delivery and operations team
• Encouraging strategies that drive leads and revenue growth
• Providing digital strategy recommendations
• Fostering a spirit of teamwork and collaboration among team members
• Identifying and using the most relevant metrics and reporting to optimize campaign results.
• Overseeing and leading a team of digital marketing professionals
• Embracing thought leadership by staying current on industry news, technology trends, and best practices

Who You Are:

The ideal candidate for this role has experience in digital strategies and campaign development or program management with agencies. They are a creative, forward-thinking self-starter with an attention to detail and drive to produce consistent and quality work. They possess superior written and verbal communication skills, highly developed interpersonal skills, and a high EQ. Additionally, the ideal candidate is highly organized and has excellent time management skills; agency experience is a huge plus.

Required Competencies:

Leadership: Links vision to goals/objectives, influences others, models the way ( role model), and is a source of encouragement. Actively seeks positive change for the organization by capitalizing on opportunities.

Creative: Comes with new and unique ideas; applies creativity to problem-solving; quickly connects previously unrelated notions; tends to be seen as original and value-added in brainstorming settings. Results Oriented: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. * Decision Quality - Is strategic and solutions focused on their decision-making approach. Makes sound decisions that stand up over time and within required timeframes.

• Teaming - Identifies essential collaborators and can easily form teams that get work done quickly and effectively.
• Priority Setting: Arrange deliverables and tasks in order of importance relative to expected outcomes. Adapts to changing priorities and urgent requirements. Informs and supports others to do the same.
• Detail Oriented: Pays close attention to particulars; completes tasks with a high degree of accuracy; understands how details affect work output.
• Accountability/Ownership: Assumes responsibility and takes accountability for their actions and the actions of their team.
• Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Required Skills:

• Highly skilled in digital marketing with a firm grasp of digital marketing tools.
• Very analytical when working with data and can manage metrics.
• Strong skills in Search \xe2\x80\x93 both paid and earned media (Organic SEO especially).
• Strong project management skills, including managing multiple projects and delivering within required timelines and budget.
• Takes a client-delight approach in all aspects of the role.
• Excellent communication skills, both written and verbal.
• Extensive management skillset that builds winning teams, motivates and drives results, and develops skills and capabilities in team members.
• Sound knowledge of social media, email, web design, and development principles.

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