OVERVIEW

As a leader within the Client Success Team, the Senior Client Director is responsible for a portfolio of clients, their overall relationship, strategic alignment, satisfaction and growth (i.e. Revenue, New Engage Technology Products) with Engage. The Senior Client Director serves as a key client advocate internally and contributes to product feedback loops. Success in this role hinges on building and maintaining strong relationships with both clients and internal teams while driving revenue growth. The Senior Client Director is proactive, possesses an entrepreneurial spirit, and consistently approaches challenges with a solutions-first mindset. The Senior Client Director will report to the Vice President, Client Success or such other senior employee as may be designated by Engage’s management, and may have one or more direct and indirect reports.

RESPONSIBILITIES

• Develops an expert understanding of each client’s business strategy and financial goals to create mutually beneficial solutions.
• Leads in the development and execution of key strategic initiatives for clients, ensuring alignment with their business objectives.
• Builds and maintains a strong working relationship with clients at various levels to ensure client satisfaction.
• Identifies and sells through opportunities to exceed revenue targets.
• Builds and drives growth strategies for the client portfolio.
• Partners with cross-functional teams (including Operations, Technology, and Customer Support) to champion client needs, address timelines, and resolve any issues.
• Collaborates with Product and Technology teams to provide client feedback and influence product development roadmaps.
• Ensures daily tasks related to client engagement (e.g. escalations, invoicing, etc.) are executed.
• Provides direction to Client Director and Coordinator, operational resources, and other sales and management resources as required.
• Provides loyalty program consulting to clients.
• Leads in the onboarding of new clients.
• Delivers timely reporting results, insight, analysis, and programs (e.g. campaigns/promotions).
• Leads the delivery of monthly, quarterly, and annual client business reviews; includes monitoring and reporting on key client KPIs, satisfaction scores and account health metrics.
• Assists in prioritization and coaches Client Director(s) or Client Coordinator(s) towards growth in the role and beyond.
• Supports RFP/RFI responses and client contract negotiations when required.
• Prepares and delivers performance reviews to direct reports, if applicable.
• Participates in broader Engage organizational projects.
• Establishes and links best practices within the broader Engage business.
• Performs other related duties as assigned.

QUALIFICATIONS

• Bachelor's degree or diploma in Business or a related discipline from an accredited institution.
• Minimum 10 years of directly related work experience in a loyalty and client management capacity.
• Demonstrated ability to create strategic account plans and solution selling.
• Experience managing contract terms, renewals, and upsell/cross-sell strategies.
• Demonstrated industry experience in credit cards and/or loyalty/incentives programs preferred. Understanding of digital payments, e-commerce platforms, or financial services ecosystems is a strong asset.
• Demonstrated experience managing client portfolios and driving client retention and profitability.
• Experience working within a SaaS environment is an asset.
• Excellent client service and relationship management skills aligning with Engage's values or contributing to a collaborative, innovative, and client-focused culture.
• Experience in marketing including direct/database marketing and managing small to medium size projects.
• Demonstrated People Manager experience with minimum 3 years as a Supervisor/Manager.
• Excellent verbal and written communication skills, with the ability to present complex information clearly and appropriately for the audience.
• Strong negotiation, influencing, adaptability, and conflict resolution skills.
• Strong analytical and problem-solving skills.
• Excellent organizational and multitasking skills, with the ability to manage multiple priorities within a fast-paced environment.
• Ability to work both independently and as part of a team under time constraints.
• Proficient in Google Docs and PC software applications including Excel, PowerPoint, Word, and Visio.

We thank all applicants for their interest in Engage, however, only those selected for an interview will be contacted.

Engage is an equal opportunity employer committed to diversity in the workplace. In addition, Engage is committed to providing accommodations for people with disabilities during the recruitment and selection process. In the event you require any accommodations, please advise us in advance and we will work with you to meet your needs.

Values: Integrity/Teamwork/Diversity/Innovation/Courage