Director, Client Services

Description

NJI is an agency where creativity knows no borders. We navigate the complexities of public affairs, charting new paths across industries and continents to deliver work that sparks conversation, shifts perception, and inspires action.

The Role

The Director, Client Services is an anchor of the client services team, ensuring that both our staff and clients stay aligned on objectives and expectations across a diverse portfolio of accounts. They thrive in a culture that values proactive problem-solving, agility, and a relentless pursuit of excellence.

Central to this role's success is a deep understanding of communications and marketing, especially for policy-oriented audiences, and the role that creative agencies play in supporting clients across various sectors. The Director, Client Services goes beyond guiding projects to the finish line; they are setting benchmarks, fostering innovation, and ensuring that every client relationship reflects NJI's commitment to excellence.

Note: This is a hybrid position that requires being in our Georgetown office three days per week on a flexible schedule. Our team meets for lunch every Wednesday, and we encourage crew members to join us in person for two additional days of their choosing.

Primary Responsibilities

What You'll Do

• Lead the execution and delivery of large-scale, complex projects, ensuring they align with agreed requirements and meet the highest standards.
• Foster a collaborative environment across divisions, streamlining communication and execution.
• Act as the daily interface between the agency's account management team, clients, and other internal divisions, ensuring that project objectives and expectations are clearly defined and planned for daily delivery of work.
• Provide guidance and development coaching to portfolio-specific project managers, ensuring they excel both day-to-day and strategically.
• Elevate team efficiency, accountability, and professional growth through process optimization, clear performance metrics, and continuous learning.
• Manage project schedules and budgets across a portfolio of accounts, ensuring optimal allocation of resources and efficient production scheduling and planning.
• Identify potential risks to project budgets and delivery plans, and proactively implement strategies to mitigate them.
• Manage communication with all project stakeholders (verbal and written), focusing on balancing Account Management division needs with project delivery capabilities, ensuring alignment and transparency throughout the client relationship.
• Implement stringent quality control measures, ensuring that project deliverables meet or exceed client expectations.
• Liaise with partners and vendors to ensure cohesive support for clients.
• Set, monitor, and report on performance benchmarks for client accounts, ensuring NJI's standards of excellence and improvement in future work.
• Stay abreast of global industry developments, integrating them into client relationships.
• Foster a strong organizational culture at NJI that champions excellence and continuous growth.

What You'll Bring

• Proficiency in managing multiple client accounts simultaneously, advanced understanding of project lifecycle stages, and project management tools.
• Demonstrated ability to inspire, guide, and manage teams toward achieving client goals.
• Expertise in managing communications and setting expectations with stakeholders, including clients and partners.
• Track record of cross-functional teamwork in delivering and evaluating client work.
• Knowledge in optimizing processes for efficiency and effectiveness.
• Strong understanding of quality control measures to ensure account standards.
• Deep knowledge of the U.S. political and policy landscape at the federal and state levels.
• Experience overseeing budgets and providing financial reporting.
• Capability to prioritize tasks effectively and meet deadlines.
• Aptitude for proactive problem identification and solution implementation.
• High emotional intelligence, enhancing client/vendor relationships and team dynamics.

Diversity Commitment

Authenticity is the foundation of boundless creativity. Rooted in diverse life experience, our team challenges the status quo through our work and culture every day. We are committed to sustaining and improving NJI's inclusive workplace by actively expanding the diversity of our team. We encourage people from underrepresented groups to apply. If you require accommodations or assistance during the application process, please contact [email protected].

Cover Letter

We think of cover letters more in the old-fashioned pen pal sense. So, keep the job summary and skills list in your resume, and write something that personally expresses who you are and what draws you to NJI and this role.