Job Description:
Cardinal Path, part of Dentsu, is a leading digital analytics and digital marketing firm focused on delivering insight, understanding, and outcomes that create a competitive advantage for our clients. We engage at the strategic, business, and technical levels to generate tangible and quantifiable value for our partners. Cardinal Path’s mission is: To know. To Share. To be our Partners’ competitive advantage. And our company culture reflects the importance of our people’s expertise, wellness, and happiness in everything we do.
The Associate Director of Client Services is a senior client-facing role responsible for overseeing a portfolio of key accounts, leading cross-functional delivery teams, and ensuring the successful execution of digital analytics strategies. This individual will serve as a primary strategic advisor to clients while ensuring account excellence, organic revenue growth, and long-term client satisfaction.
The Associate Director of Client Services will oversee a book of client businesses. Their primary KPI will be achieving organic growth targets and ensuring high client satisfaction.
A successful Associate Director must be an excellent communicator and possess the ability to work and lead distributed account teams with responsibility for client service and existing business growth. They must be comfortable actively mining new organic revenue opportunities within existing client businesses and possess above average active listening and communication skills to deeply understand client needs and translate those needs into business growth opportunities. They will have expertise in all digital marketing and analytics principles and apply them to defining, planning and executing against client objectives and growth. An effective Associate Director must also have a strong aptitude for team mentorship and career development in their direct reporting line.

Key Responsibilities :

• Serve as the primary point of contact and trusted advisor for a portfolio of high-value clients, ensuring long-term relationships and high levels of satisfaction.
• Set the strategic tone, direction and supervision for Merkle Cardinal Path clients. This includes overseeing client needs, staffing, strategy, quality of work, and budgeting; clearly identifying and communicating client’s business strategy and needs cross-functionally within Merkle Cardinal Path.
• Own client strategy and account growth by aligning client needs with Merkle Cardinal Path (MCP) and broader Merkle/dentsu capabilities.
• Lead strategic conversations and creation of quarterly business reviews to communicate performance, identify opportunities, and drive business value.
• Translate client business goals and digital challenges into actionable plans, ensuring internal teams are aligned on strategy, timelines, and deliverables.
• Oversee and manage all aspects of client engagements, including staffing, budgeting, quality of work, and overall client experience.
• Drive organic growth through account planning, upselling, and identifying new opportunities within existing accounts.
• Pursue organic revenue from portfolio clients through incremental and new opportunities rooted in a deep understanding of Merkle Cardinal Path and broader Merkle products and services coupled with research on clients’ business.
• Accountable for total growth of clients including renewals and net new business on existing client accounts.
• Ensure and oversee excellent relationships that are maintained and enhanced with appropriate staff at client organizations to achieve continually high levels of customer satisfaction.
• Partner with cross-functional internal teams to ensure seamless execution of account plans, customer expectations, and delivery excellence.
• Mentor and support Client Services team members, fostering a high-performance culture and enhancing client service capabilities.
• Build best-practice Client Services processes and systems to scale up the account teams, enable them to better serve client needs, and increase opportunities for account growth.
• Enhance staff accomplishments and competence by planning delivery of solutions; answers technical and procedural questions for less experienced team members; teaches improved processes; mentors other team members.
• Drive growth for Merkle Cardinal Path within Merkle and denstu by partnering with said partners and identifying organic business opportunities for all parties.
• Build best-practice Client Services processes and systems to scale up the account teams, enable them to better serve client needs, and increase opportunities for account growth.
• Collaborate with senior leadership to align with MCP and team performance targets, report on business metrics, and support strategic initiatives.
• Contribute to new business development efforts, including RFPs, pitches, and sales of new service offerings.
• Lead and resolve complex client problems or disputes in a professional manner.
• Promote and uphold MCP’s mission and values both internally and externally.
• Travel as needed to support client relationships and business development efforts.

Qualifications :

• 6-8+ years prior experience in customer facing roles within client services, team, digital analytics or digital marketing – ideally in a consultancy and/or agency environment.
• Proven track record in a leadership account-based sales role identifying, nurturing, and closing sales deals.
• Outstanding client services skills including relationship building, managing, cross team and agency relationships, strategic planning, account planning, & forecasting.
• Strong knowledge of web and app analytics platforms (e.g., Google Analytics, Adobe Analytics), tag management systems, and data visualization tools (e.g., Looker, Tableau).
• Excellent communication skills and the ability to anticipate the needs of customers.
• Must demonstrate strong analytical and strategic thinking skills.
• Possess strong problem-solving skills and the ability to make sound judgment calls.
• Superior organizational and time management skills.
• Knowledge of customer service programs and databases, or the ability to learn new software and services quickly.
• Innovative, creative thinking skills to ensure the organization is providing a cutting-edge client experience.
• Proven experience working with $2M+ accounts; including case studies highlighting the growth of accounts that you have managed.
• Experience managing profitable budgets, meeting deadlines, and managing teams.
• Experience working with international client accounts is a plus.
• Excellent verbal, written and communication skills with experience creating clear, concise, professional documents and presentations.
• Excellent storyteller.
• Bachelor’s degree in marketing, business, data analytics, or related field.

The salary range for this position is $90,000-$150,000 CAD. Actual salary within the salary range will be based on a variety of factors including relevant experience, knowledge, and skills. A range of medical, dental, RRSP, paid time off, and/or other benefits also are available to all permanent employees.
We know through experience that different ideas, perspectives and backgrounds foster a stronger and more creative work environment that delivers better business results. We strive to create workplaces that reflect the clients we serve and where everyone feels empowered to bring their full, authentic selves to work. We are committed to working with our candidates from all ability levels throughout the recruitment process to ensure that they have what they need to be at their best. If you need accommodation during the application or interview process, please contact Canada.Recruitment@dentsu.com or to begin a conversation about your individual accessibility needs throughout the hiring process.

LI-MM2

Location:
Vancouver
Brand:
Cardinal Path
Time Type:
Full time
Contract Type:
Permanen

• Serve as the primary point of contact and trusted advisor for a portfolio of high-value clients, ensuring long-term relationships and high levels of satisfaction.
• Set the strategic tone, direction and supervision for Merkle Cardinal Path clients. This includes overseeing client needs, staffing, strategy, quality of work, and budgeting; clearly identifying and communicating client’s business strategy and needs cross-functionally within Merkle Cardinal Path.
• Own client strategy and account growth by aligning client needs with Merkle Cardinal Path (MCP) and broader Merkle/dentsu capabilities.
• Lead strategic conversations and creation of quarterly business reviews to communicate performance, identify opportunities, and drive business value.
• Translate client business goals and digital challenges into actionable plans, ensuring internal teams are aligned on strategy, timelines, and deliverables.
• Oversee and manage all aspects of client engagements, including staffing, budgeting, quality of work, and overall client experience.
• Drive organic growth through account planning, upselling, and identifying new opportunities within existing accounts.
• Pursue organic revenue from portfolio clients through incremental and new opportunities rooted in a deep understanding of Merkle Cardinal Path and broader Merkle products and services coupled with research on clients’ business.
• Accountable for total growth of clients including renewals and net new business on existing client accounts.
• Ensure and oversee excellent relationships that are maintained and enhanced with appropriate staff at client organizations to achieve continually high levels of customer satisfaction.
• Partner with cross-functional internal teams to ensure seamless execution of account plans, customer expectations, and delivery excellence.
• Mentor and support Client Services team members, fostering a high-performance culture and enhancing client service capabilities.
• Build best-practice Client Services processes and systems to scale up the account teams, enable them to better serve client needs, and increase opportunities for account growth.
• Enhance staff accomplishments and competence by planning delivery of solutions; answers technical and procedural questions for less experienced team members; teaches improved processes; mentors other team members.
• Drive growth for Merkle Cardinal Path within Merkle and denstu by partnering with said partners and identifying organic business opportunities for all parties.
• Build best-practice Client Services processes and systems to scale up the account teams, enable them to better serve client needs, and increase opportunities for account growth.
• Collaborate with senior leadership to align with MCP and team performance targets, report on business metrics, and support strategic initiatives.
• Contribute to new business development efforts, including RFPs, pitches, and sales of new service offerings.
• Lead and resolve complex client problems or disputes in a professional manner.
• Promote and uphold MCP’s mission and values both internally and externally.
• Travel as needed to support client relationships and business development efforts