Director, Client Experience & Operations
Reporting to: SVP, Client Experience
Who is Proof Experiences
Proof Experiences is a marketing agency committed to designing and executing insights-led and measurement-based brand experiences that deliver results. Our team specializes in building virtual and face-to-face experiences including events, conferences, consumer education, experiential activations & tours and other memorable connections with brands & businesses.
Proof Experiences is a Canadian industry leader. Previously ranked one of the Top 500 Fastest Growing Companies in Canada by PROFIT, our team was also certified as a Great Place To Work in 2018, 2019 & 2022.
Role Overview
The Director, Client Experience & Operations is a senior-level client counselor; leads and manages strategic programs; manages multiple accounts; provides day-to-day advice and direction to clients; builds revenue; improves operational efficiency, and manages, coaches, and empowers direct and indirect reports. This role requires a deep understanding of multi-faceted accounts including strategy, planning, executional excellence and measurement. The role also requires someone with the ability to operationally manage the work and the resources – resource planning, project management planning, process planning and management for large multi-faceted campaigns.
The Director, Client Experience & Operations role will be evaluated on 4 key criteria: Account and Program Management & Execution, People Skills, Client & Vendor Management, and contribution to Company Culture & Values.
Responsibilities
Account and Program Management & Execution
- Oversee large and complex accounts.
- Understand clients’ business and competitive landscape.
- Anticipate key issues and needs of clients → develop defensive strategies.
- Work with teams to develop over-arching strategy account plans.
- Lead account teams e.g., work allocation and delegation, determining roles and responsibilities, coaching, and supporting talent development.
- Ensure all senior management is up to date on senior account activity.
- Monitor client budgets, flag issues and corrections.
- Offer solutions to improve relations when/if client satisfaction levels are not high.
- Ensure client programs are on-budget and deliver quality service.
- Oversee timely and detailed invoicing / overall account monitoring.
- Look ahead to manage workflow, assignments, and steady stream of income.
- Identify and develop strategies to improve project operations.
- Develop and implement quality control procedures to ensure executional excellence which exceeds client expectations.
- Provide account leadership, communications, and support to a variety of new and existing Proof Experiences clients.
- Anticipate key issues and needs of clients.
- Direct account teams to develop on-strategy client proposals and creative campaigns.
- Direct account teams to ensure quality service and attention to detail is always delivered – through to the front lines.
- Advise clients on strategic positioning and program development.
- Works collaboratively with other departments, such as creative and recruiting to develop and implement cross-functional strategies.
- Proactively plan resources based on the workflow.
- Plan and implement processes to streamline work to drive efficiency.
People Skills
- Actively mentor team members on various activities – provide regular feedback.
- Conduct annual performance reviews & provide 360 review support for senior colleagues, as requested.
- Act as mentor for others not under direct supervision.
- Sustain a collaborative work environment through enthusiasm, support and open communication.
- Take initiative to showcase team successes.
- Recommend and support skills training and mentorship for team members.
- Participate in skills training for junior mid-level staff.
- Sustain a collaborative work environment through enthusiasm, support, and open communication.
Client & Vendor Management
- Identify and secure new and organic business opportunities and achieve results.
- Accurately and compellingly describe Proof Inc. family of services and proactively suggest ways to enhance Proof Experiences offerings with other Proof Inc. services – work cross-functionally with other Proof Inc. team members.
- Maintain and nurture client relationships, proactively looking ahead to “what’s next.”
- Establish basic protocol and procedures by developing local marketing materials and messages in conjunction with the Proof Experiences head office – from case studies to
creds decks to our “elevator pitch”, highlighting our local and national expertise. - Develop and maintain relationships with local contacts, properties, suppliers and industry associations.
- Client reporting: Supervise the flow of information and feedback with client contact to ensure quality standards are met review timely and meaningful assembly of all reports.
Culture & Values
To successfully deliver The Proof Experience, potential candidates must possess these key values:
- Excellence – You demonstrate expertise in building quality into your work at every step
in an activation. - Collaboration – You believe that shared knowledge and collective talents result in
greater value. - Integrity – You act with honesty and integrity, never compromising the truth.
- Commitment – You are dedicated to seeing a program through, start to finish, never
letting obsticles get in your way. - Empathy – You are curious and possess a desire to know and understand others.
- Trust – You inspire confidence from others through behaving in consistent and reliable ways.
Other
- Participate in company management meetings and discussions to review challenges and opportunities for further success. Work collaboratively with senior team to develop and implement strategies that broaden the impact of the company, build revenue, fuel the attraction and retention of clients, and ensure effective staff management, education and communication.
- Take on special assignments for Agency’s advancement.
- Seek out, interview, and assess potential new employment candidates.
- Travel to event locations for first-hand observations, client engagement and team support
Qualifications
- Proven 6+ years relevant industry or agency experience.
- College or university degree or equivalent.
- Exceptional project management and client relationship skills.
- Solid understanding of “big picture” client, partner and agency needs.
- Proven strong strategic thinker and leader – possesses sound client and business judgment.
- Strong communication skills; both oral and written.
- Ability to manage a multitude of tasks, deadlines and clients.
- Ability to lead, mentor and manage a direct report(s) with a professional, can-do attitude.
- Excellent leadership skills.
- Resourceful / problem solver.
- Ability to work in a collaborative work environment through enthusiasm, support and
open communication. - Well organized, detail oriented and proficient in Microsoft Office.
(Word, Excel, Power Point & Outlook); - Knowledge and experience with Asana or other project management software is an asset.
Why work at Proof Experiences
We care about employee engagement and continue to assess and implement new strategies to thank our employees for their great work. We also partake in the Great Place to Work Engagement Survey to continuously evolve and improve and have been certified as a Best Workplace in 2017, 2018 and most recently, 2022 Here are a few Proof Experiences Perks:
- Orange Days – One day off with pay per year, to experience something unique of their own to stir curiosity, stimulate creativity and re-invigorate our employees!
- Anniversary Trips – To celebrate employee’s key milestones, employees who have completed five years of service receive an amount towards a trip of their choosing AND an additional weeks’ vacation; additional amount towards a ‘life experience’ after ten years of service.
- Culture – We enjoy spending time together and celebrating our unique culture. There is something for everyone to participate in from Run Clubs, Lunch and Learns, Charity Drives, Seasonal Parties and our Annual Retreat.
- Committees – We have multiple committees to bring employees together with common passions and goals: Social Media Committee, Wellness Committee, Social Connextions Committee & Impact Committee.
- Benefits – Company benefits are at 100% coverage for Medical, Dental and Practitioners, more details can be shared by our People and Culture team.
