Job Description
At Epsilon, we know the importance of standing out from the crowd and our
client services associates ensure we do just that. Serving as liaisons between
our clients and our company, our client service teams know the importance of
managing and exceeding client expectations. Our associates have a thorough
knowledge of our client's business, the consumer, the marketplace and all
aspects of the industry, including creative, media, research, data and
commercial production. Epsilon client service professionals work in a variety
of roles, including Account Executive, Account Manager, Relationship Manager
and Account Supervisors.
The Account Director will manage and lead the agency team in all aspects
of project development and ensure delivery of high-quality creative work
product standards. Works cross-functionally with client's brands, technology
teams, agencies, and internal teams to deliver e-mail marketing strategy,
developing detailed project specifications, manage workload, and providing
end-to-end project management. Ensure overall client satisfaction through
timely and accurate execution of all email marketing campaigns/projects and
frequent status communications.
Essential Functions
REQUIRED 8+ years of Marketing “Agency” Experience
REQUIRED 8+ years of Healthcare/Pharmaceutical Martech experience
HCP experince strongly preferred
Manage relationships with client senior manager and sponsors
Ensure team allocation aligns with overall account delivery scope;
escalate issues and impact to appropriate internal and client stakeholders
Establish clear understanding of account KPIs
Contribute to account planning process
Manage execution of account plans
Responsible for client satisfaction by ensuring client needs are heard
while actively engaging in solutions and forward-thinking strategies
Enables client retention by providing levels of service to actively
maintain client business
Provides new and creative ways to approach solutions and is engaged at
varying levels of the organization to facilitate those solutions
Ensure team adherence to processes; identify opportunities for improvement
Partner with GM to resolve issues with account-level considerations
(quality, scope-creep, prioritization, budget, timeline, achievement of
engagement objectives, risks to account retention)
Ensure commitment and delivery from cross functional teams
Ensure costs are aligned to budgets/forecasts and manage through any cost
overruns to get back to forecast
Forecasting and Invoicing ownership
Manage relationships with client senior manager and sponsors
Ensure team allocation aligns with overall account delivery scope;
escalate issues and impact to appropriate internal and client stakeholders
Establish clear understanding of account KPIs
Contribute to account planning process
Manage execution of account plans
Responsible for client satisfaction by ensuring client needs are heard
while actively engaging in solutions and forward-thinking strategies
Enables client retention by providing levels of service to actively
maintain client business
Provides new and creative ways to approach solutions and is engaged at
varying levels of the organization to facilitate those solutions
Ensure team adherence to processes; identify opportunities for improvement
Partner with GM to resolve issues with account-level considerations
(quality, scope-creep, prioritization, budget, timeline, achievement of
engagement objectives, risks to account retention)
Ensure commitment and delivery from cross functional teams
Ensure costs are aligned to budgets/forecasts and manage through any cost
overruns to get back to forecast
Forecasting and Invoicing ownership
Involved in supporting the GM with upsell and retention efforts
General Management/Team Management
Lead recruiting and interviewing processes
Manages career paths by coaching and mentoring direct reports. Holds
associates accountable for their work by setting expectations, achieving
commitments, providing feedback, and evaluating effectiveness
Provides direction to individual contributors
Coach / Mentor peers and team members
Develop and implement training / on-boarding plans
Ensure team members have functional skills to perform their role; develop
and drive plans to address gaps
Contribute feedback to team members', both direct and cross-functional
team's performance, via 3030 or other performance discussions
Knowledge and Skills
Organized with the ability to recall day-to-day activities while managing
multiple projects efficiently
Strong conceptual thinker with the ability to continuously problem solve
complex business challenges and manage to objectives
Excellent ability to apply innovation, strategic planning and operation
planning to develop business strategies for success
Understands marketing landscape, the vertical industry, specific marketing
and digital technologies and services that can be leveraged in support of
client goals and objectives.
Excellent communication skills, must communicate across internal teams and
with clients; solid presentation skills internally and externally at
client forums
Proven record of building long-term relationships both internally and
externally
Able to coordinate projects and lead projects across functional teams
Contribute subject matter expertise for new business initiatives
Understand and apply how their industry of focus can benefit from the
marketing technology + services Epsilon provides as well as what other
partner products + tools typically drive success (Adobe, etc.)
Organized with the ability to recall day-to-day activities while managing
multiple projects efficiently
Strong conceptual thinker with the ability to continuously problem solve
complex business challenges and manage to objectives
Excellent ability to apply innovation, strategic planning and operation
planning to develop business strategies for success
Understands marketing landscape, the vertical industry, specific marketing
and digital technologies and services that can be leveraged in support of
client goals and objectives.
Excellent communication skills, must communicate across internal teams and
with clients; solid presentation skills internally and externally at
client forums
Proven record of building long-term relationships both internally and
externally
Able to coordinate projects and lead projects across functional teams
Contribute subject matter expertise for new business initiatives
Understand and apply how their industry of focus can benefit from the
marketing technology + services Epsilon provides as well as what other
partner products + tools typically drive success (Adobe, etc.)
Relationship Management
Understands the current state of Epsilon's financials, and how client
specific P&Ls drive Epsilons business
Solid management of client specific financial reporting/processes,
contribution margin and P&L management.
Ability to articulate Epsilon's value proposition across offerings
Contribute to account planning and proposal generation (business case,
solution, scope, approach, fees)
General understanding of the Epsilon contractual process
Able to communicate effectively, upwards and downwards within the
organizational structure.
Able to solve complex problems and issues.
Able to recognize and manage new business opportunities.
Experience and Education
Minimum of 10 years' experience in a related field. Significant leadership
experience required
Associate's or Bachelor's degree preferred
Additional Information
When you're one of us, you get to run with the best. For decades, we've
been helping marketers from the world's top brands personalize experiences for
millions of people with our cutting-edge technology, solutions and services.
Epsilon's best-in-class identity gives brands a clear, privacy-safe view of
their customers, which they can use across our suite of digital media,
messaging and loyalty solutions. We process 400+ billion consumer actions each
day and hold many patents of proprietary technology, including real-time
modeling languages and consumer privacy advancements. Thanks to the work of
every employee, Epsilon has been consistently recognized as industry-leading
by Forrester, Adweek and the MRC. Positioned at the core of Publicis Groupe,
Epsilon is a global company with more than 8,000 employees around the world.
Check out a few of these resources to learn more about what makes Epsilon so
EPIC:
Culture: https: // www. epsilon.com/us/about-us/our-culture-epsilon
DE&I: https: // www. epsilon.com/us/about-us/diversity-equity-inclusion
CSR: https: // www. epsilon.com/us/about-us/corporate-social-responsibility
Life at Epsilon: https: // www. epsilon.com/us/about-us/epic-blog
Great People Deserve Great Benefits
We know that we have some of the brightest and most talented associates in the
world, and we believe in rewarding them accordingly. If you work here, expect
competitive pay, comprehensive health coverage, and endless opportunities to
advance your career.
Epsilon is an Equal Opportunity Employer. Epsilon's policy is not to
discriminate against any applicant or employee based on actual or perceived
race, age, sex or gender (including pregnancy), marital status, national
origin, ancestry, citizenship status, mental or physical disability, religion,
creed, color, sexual orientation, gender identity or expression (including
transgender status), veteran status, genetic information, or any other
characteristic protected by applicable federal, state or local law. Epsilon
also prohibits harassment of applicants and employees based on any of these
protected categories.
Epsilon will provide accommodations to applicants needing accommodations to
complete the application process.
For San Francisco Bay and Los Angeles Areas: Epsilon will consider for
employment qualified applicants with criminal histories in a manner consistent
with the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance and
San Francisco Police Code Sections 4901-4919, commonly referred to as the San
Francisco Fair Chance Ordinance.
Applicants with criminal histories are welcome to apply.
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