Supervisor, Client Service and Strategy
About The Position
The Supervisor, Client Service and Strategy is responsible for achieving the marketing objectives of ndm’s Senior Living clients by creating and maintaining strategic plans and overseeing overall client health. The role leads internal teams in delivering client goals, objectives, and strategic direction, working closely with the Director, Client Service & Strategy and VP, Client Service & Strategy to foster team growth and development. The position serves as a key client contact and trusted advisor, builds strong client relationships, develops communication strategies and campaigns, oversees annual client budgets, and manages client retention and satisfaction. It also oversees multiple projects and cross-functional coordination, monitors project performance and risks, reviews deliverables for brand integrity and strategy, and contributes to marketing plan development and operational improvement. This is a full-time remote position with occasional travel. The role may require flexibility to work earlier or later than traditional business hours to meet client needs and deadlines.
Requirements
- A minimum of 7–10 years of experience in client service, account management, or a related field; previous agency experience is preferred.
- Bachelor’s degree in marketing, advertising, journalism, business, communications, or a related field.
- Strong leadership and team management capabilities.
- Excellent communication and interpersonal skills, with a focus on client engagement.
- Proven problem-solving and conflict-resolution skills.
- Ability to analyze data and make data-driven decisions.
- Strong organization and attention to detail.
- Adaptability and ability to thrive in a fast-paced environment.
- Proficiency in relevant marketing tools and software.
- Microsoft Suite proficiency is required.
- Excellent written and verbal communication skills.
- Ability to work in a fast-paced, deadline-driven team environment while managing multiple projects simultaneously.
- Strong people skills and ability to navigate a range of personalities.
- Ability to build strategic client relationships and partnerships.
- Strong business acumen and ability to be decisive and make things happen.
- Willingness to go the extra mile to meet client needs, including sometimes outside traditional business hours.
- Flexibility to work earlier or later in the day to meet project deadlines and client needs.
- Ability to independently manage client communities; self-sufficient and self-motivated.
- Extensive integrated omnichannel advertising experience.
- Proven track record of developing strong client relationships.
- Ability to perform office-related tasks, including prolonged sitting, typing, and participation in meetings.
- Regularly required to talk or listen; frequently required to use hands or fingers to handle or feel objects, tools, or controls; occasionally required to stand, walk, sit, and reach with hands and arms.
- Occasional travel may involve lifting and carrying materials.
- Specific vision abilities include close vision, distance vision, peripheral vision, and the ability to adjust focus.
Nice To Haves
- Wrike proficiency.
- Senior living experience.
- Previous agency experience.
Responsibilities
- Act as a key point of contact for clients, address inquiries, and resolve issues.
- Build and maintain strong relationships with key clients and proactively anticipate and address their needs and concerns.
- Serve as a trusted advisor by offering strategic insights and recommendations.
- Conduct regular client meetings to review progress, discuss challenges, and identify opportunities.
- Respond to client inquiries in a timely manner.
- Coordinate with sales, marketing, and other departments to align client service delivery and strategy.
- Lead development of communication strategies and campaigns.
- Oversee client annual budget development and approval.
- Manage client retention and satisfaction.
- Manage team productivity, satisfaction, and growth.
- Oversee multiple projects, ensuring timely delivery and adherence to timelines and budgets.
- Coordinate cross-functional teams to support seamless project execution.
- Monitor project progress and identify potential risks or issues.
- Conduct post-project reviews to identify lessons learned and opportunities for improvement.
- Identify areas for improvement in client service operations and collaborate on solutions.
- Track and evaluate team performance metrics and implement strategies to improve service quality and efficiency.
- Prepare reports on team performance, client feedback, and strategic initiatives for management review.
- Contribute to marketing plan development.
- Review deliverables for brand integrity and strategy.
Benefits
- Generous paid time off plan and paid sick time off.
- 11 paid holidays per year plus one floating holiday.
- Medical, dental, and vision insurance.
- 401(k) with employer match.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
