Director Client Services

Why you will love working for a National Top Workplace

We are a global leader in loyalty marketing.  

We work with some of the most well-known brands in the world to deliver market-leading, end-to-end loyalty solutions to enable customer experiences. With a strategy-led, technology-enabled approach, we are consistently named an industry leader by Forrester. The programs we deliver reach more than 330M consumers through loyalty. The impact of these loyalty programs affords us deep brand partnerships, owning a niche in the loyalty space where outcomes matter most. 

We are a mission and values driven company.  

Our mission is to grow enterprise value through loyalty for our clients. Every role within Kobie has a purpose and directly contributes to us achieving this mission.  

We are values driven at every point. Over our 30+ year journey, we’ve created a fun, high-trust, transparent workplace. We believe in leadership and ownership. Our hybrid work environment, personal holidays, casual dress code and focus on diversity and inclusion add to a culture that makes our teammates proud. That pride shines through in the work we do for our clients. 

About the team and what we’ll build together

The Client Services team is a critical conduit connecting our client’s business with the Kobie business. Our responsibility is to leverage Kobie’s best in class strategy, technology and products and apply them thoughtfully to our clients’ programs to improve customer loyalty. We build strong, authentic relationships to foster the kind of collaboration that drives innovation and jointly beneficial outcomes that we are proud to be accountable to.

How you will make an impact

The Director, Client Services, serves as a visible account lead within the Client Services team, responsible for leading a retail client book of business encompassing one or more enterprise accounts and/or geographic regions. The Account Director is a critical leader on our existing accounts who will bring world-class thinking and delivery to our clients and ensure we are providing strategic and tactical leadership for all aspects of our client’s loyalty marketing initiatives. The role has heavy emphasis on leading strong healthy accounts, providing strategic and tactical leadership for all aspects of our clients’ loyalty and CRM initiatives, and ensuring our delivery teams are providing operational excellence. As a result, previous success working on loyalty programs with well-recognized retailers is essential to this role.  You must thrive on being in the spotlight on key opportunities, and multi-tasking with a variety of responsibilities.

In addition to providing leadership to our clients, this person will also be expected to provide strong leadership to their direct team and team of cross-functional departments who come together in collaborative support of our clients. The team and client contacts will look to this leader for strategic direction, escalations/problem solving and to set the tone for how we work. This is also considered an internal leadership role, helping shape Kobie’s internal team, culture, and rules of engagement.

(50%) Serve as Kobie Marketing’s main point-of-contact with key clients/decision makers

• Become an extension of the client’s team and key point of contact. Provide leadership that grows meaningful relationships with senior account decision makers, partnering with them on a day-to-day basis to build and manage the program.  Maintain continuous communication to ensure we have a strong understanding of the account health, client satisfaction, opportunities, and areas of concern.
• Overall responsibility for managing and guiding a cross-functional team(s)to ensure we have a strong understanding of the account health, opportunities, and areas of concern.
• Thought leader with deep understanding of the business challenges Retail clients are facing.
• Responsible for all aspects of client relationships including preserving existing revenue base, expanding revenue from assigned client relationships, and building trusting client relationships
• Ensures superior client satisfaction by acting as an advocate for clients with proactive identification of client needs, potential internal issues impacting client satisfaction, and ensuring client issues are resolved.
• Develop and maintain an overarching Account Plan per client that reflects an intimate understanding of the client’s business, priorities, and success metrics and crafts loyalty upsells to help retail clients meet their strategic objectives. Uncover and understand opportunities and objectives to generate new ideas, enhance client performance, craft appropriate strategies, and identify/implement products to help achieve client goals.
• Exhibit exceptional written and verbal communication skills with a proven ability to deliver recommendations and problem solving in a way that instills client comfort and confidence.
• Demonstrate exceptional judgment and strong ability to provide direction and problem solve real time.
• Highly organized to effectively manage a large volume of information and business details.
• Initiate planning, developing and management of projects –including schedule, scope and budget, and direct team in delivering to meet client and company objectives.

 (25%) Team leader

• Collaborate with other department leaders to ensure program delivery is strong and consistent.

• Establish benchmarks and rules of engagement to ensure entire team is aligned with expectations and an understanding of importance.
• Provide leadership for Quarterly Client Reviews, including overseeing/directing development of materials and their delivery to clients.
• Manage client’s annual budget to ensure all initiatives are on time and on budget. When discrepancies arise, resolve expeditiously to minimize risk and maintain client satisfaction.  Drive receipt of written approval for all changes and new business opportunities.

 (25%) Drive Profitability and Organic Growth on Account

• Manage P&L budgets, forecast, margins, and resource allocation; ensure delivery of account profit expectations. Work with leadership and CFO to define pricing and profitability.
• Maintain/improve account financials, protect existing business and generate organic growth
• Ability to qualify opportunities and help to define and influence requirements in order to present winning proposals.
• Work with finance to ensure timely and accurate client billing/payments. 
• Participate in Business Development efforts at Kobie including contributing to RFP response, identifying prospects, participating in stand-up pitches, providing thought leadership to drive RFP response.

What you need to be successful

• 10+ years of marketing experience. Strong management of loyalty/rewards programs strongly preferred.
• Previous experience in the loyalty industry and/or the industry vertical including technology enablers. Must understand the complexity of the programs we are delivering, and the challenges our clients face every day in managing these programs.
• Strong communication skills, both verbal and written—must be able to deliver message to drive positive results. Salesmanship is necessary and a confidence in growing accounts and opportunities.
• Previous experience managing P&L and account financials
• Deadline driven and proven ability to manage multiple opportunities at a high level effectively
• An eagerness to learn and the aptitude to match
• Advocate Kobie corporate culture to ensure team enjoys high morale, recognize superior contributions.
• Strong cultural and client fit (passionate, professional, outgoing, creative, leader, shared values, work ethic, team mentality, collaborative)
• Consistently position and build Kobie brand equity to build trust, credibility, and client referrals.
• Balance client demands with participation in broader agency initiatives.
• Ability to travel up to 25% of the time

• Industry recognition or other industry experience that sets the candidate apart as a leader

Our teammates are at the heart of everything we do 

Healthy people are happy people, which makes mental and physical health a top priority at Kobie. From robust health insurance and benefits options to free fitness programs like PeerFit, to generous vacation time for yourself, we support your health needs fully. In today’s job market, we know that employees are choosing only what works best for their life. For those that want career growth, Kobie is the perfect place. We have developed a comprehensive people strategy that helps every teammate know how to advance and progress on their career journey. Beyond title progression, Kobie’s competitive pay, 401k matching, annual profit sharing and bonuses all make Kobie a perfect place to build your career. 

Kobie a place for all

We don’t just accept differences – we embrace, share, and celebrate them! 

Employment at Kobie is based solely on a person's merit and qualifications, directly related to professional competence. We do not discriminate against any teammate or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis under the law.   

We are fiercely committed to fostering a workplace where teammates draw upon their own diverse backgrounds, experiences, and perspectives so that they feel welcomed to bring their authentic self to work every day. While our leadership team fully and completely supports our policy of nondiscrimination and equal opportunity, all teammates share the responsibility to ensure we incorporate the principles of equity, diversity, and inclusion throughout Kobie.