• Lead and mentor marketing services teams, fostering a culture of continuous improvement and professional development. • Execute billable client work as needed. • Develop and oversee the execution of data-driven, integrated, client-focused marketing strategies that align with business objectives and drive measurable success. • Ensure quality control over client deliverables, focusing on strategic insights, accuracy, and alignment with objectives. • Act as a point of escalation for client issues, ensuring swift and effective mitigation and resolution. • Build and maintain strong relationships with high-profile clients, serving as a strategic advisor and ensuring their marketing objectives are met and opportunities are identified to cross-sell/upsell. • Identify gaps in processes, inefficiencies, and areas for improvement in service delivery to enhance operational efficiency and client satisfaction. • Implement best practices and scalable processes to streamline workflows and improve overall service quality. • Ensure, through team accountability, that client expectations are clearly defined and consistently achieved, with a focus on meeting or exceeding agreed-upon goals and KPIs. • Conduct formal business reviews (aka QBRs) with clients, providing insights on performance and future strategies, while ensuring ongoing alignment with their goals. • Manage client contract renewals, proactively managing timelines and engaging clients to ensure long-term partnerships. • Manage resource allocation and team capacity to ensure profitability and the timely and successful delivery of projects. • Review client satisfaction scores (CSAT) regularly, addressing any issues proactively and driving improvements where needed. • Stay current with industry trends, tools, and best practices, guiding the team in adopting innovative approaches. • Participate in sales cycles as a Subject Matter Expert (SME). • Collaborate with executive leadership to identify opportunities for new service lines and revenue streams based on client needs and market trends. • Assist in the development, testing, and go-to-market strategies for new service offerings, ensuring alignment with the agency's growth objectives.