Associate Director, Client Services (NYC)

Associate Director, Client Services

New York City, USA (Hybrid Working)

A benchmarked salary between $110,000 to $125,000 (DOE) based on your level within our progression framework. Where an employee or prospective employee is paid within this range will depend on, among other factors, actual ranges for current/former employees in the subject position, market considerations, budgetary considerations, tenure and standing with the Company (applicable to current employees), as well as the employee’s/applicant’s skill set, level of experience, and qualifications.

Who we are
Born Social is a global social media agency that brings social-first thinking to the brands of tomorrow.

For the last 10 years, we’ve helped brands navigate and harness the chaos of social bringing method to the madness. From household names like Uber, Mars and Ford to the next generation of big brands like Seedlip and Primark.

We're powered by Croud , a leading performance marketing agency. As agencies we work closely to help brands see the value of bringing brand and performance together. As a result you’ll benefit from being part of the Croud Group, office and team.

We're an ambitious team of almost 150 people across the UK & US and not stopping there. We're growing fast, and looking to recruit the next founding members of our US team.

As Associate Director, Client Services you will lead teams to deliver industry-leading work by utilising your knowledge of social-first strategy and output and building in-depth relationships with your clients. You'll work across both retainers and project work, collaborating with all specialist roles.

✏️ What you'll be doing:

• Account Leadership: Working with teams to develop the appropriate strategy and output for each client and ensuring account decisions are guided by it. Setting up teams effectively to support your pursuit of a higher standard of work. Inspiring your account teams to produce Born Social’s best work in all areas of delivery.

• Account development: Owning Senior client relationship development building and effectively identifying and communicating the value of Born Social's work. Create, communicate and deliver effective account plans that include client insight, communication and reporting to facilitate growth. Leading any pitches, proposals and scoping for additional work. Educating clients on Born’s development and thought leadership content, along with industry updates.

• Project Management: Communication about mid and long-term business and marketing plans with stakeholders beyond our immediate Points of Contact and any appointed agencies. Organising key calls, meetings (team & independent) and Quarterly Reviews. Recognising and resolving delivery or client issues or lack of results. Working alongside Senior Account Managers to review ways of working to ensure delivery feels positive for both clients and teams.

• Commercial Management: Ensuring accurate delivery of scope of work (deliverables and time) using time tracking, ensuring deliverables are of high quality and all deadlines are met. Recognising and resolving any scope or resourcing issues and leading on new resourcing requests as well as reporting on commercial performance monthly

• New business & growth: contributing to the winning new business through pitches and proposals, leading on the strategic direction. Developing Born Social’s industry profile in the US through talks and presentations, blogs, webinars, etc.

Who we're looking for:

• You have 4+ years experience in a Client Services role in an agency setting

• You're looking to own and drive the quality of the output on an account and have a good understanding of social first delivery (strategy, creative, media and management)

• You have a good understanding of the principles of good project management and Client Services and have helped to develop this in others

• You've got experience in the commercial running of account work

• You've got a proven track record of retaining, developing and ultimately growing accounts

• You're passionate about improving client experience and love the relationship development needed to do this

• Ideally, you've got experience working with global brands, ideally in FMCG

✌️ Our values:

Our values aim to pinpoint the magic ingredients for us at our best. We look for people who share our values and can add to our culture.

See Challenge as Opportunity ... is about our attitude and to be very clear, this is not a value of optimism, nor is it about loving every challenge.

Say It Simply ... is how we communicate. Think of the basic rules of communication - honest, clear, confident.

Do What You Say ... is the crux of our reputation and longevity. When you join Born Social, our trust is fully given. It is yours to lose.

Make Each Other Better ... is about our culture of collaboration and commitment to development. We are only as good as the people around us so we all take responsibility for developing each other, as well as ourselves.

Consciously Contribute ...is bigger than all the others. It ensures we grow right. It broadens our focus beyond Born Social and cements our commitment to doing what’s just, not what’s easy or immediately self-serving.

Everyone's welcome:

We celebrate different ideas, perspectives, and backgrounds here at Born Social. As an equal opportunities employer, we believe in the power of an inclusive and representative team. We welcome applications regardless of race, religion or belief, sex, gender identity, sexual orientation, age, political affiliation, family, or parental status. We don’t simply comply with the Equality Act, we go further and take pride in building a stronger and more creative work environment, committed to inclusion, diversity, and representation. All candidates will be assessed based on merit, qualifications and their ability to perform the requirements of the role.

⭐️ Benefits

Every Born Social US employee is eligible for the benefits listed here on the Croud careers site which include:

• 20 days vacation a year + 12 public holidays

• Full Paid Medical Insurance (including dental and vision)

• Annual performance bonus

• 401k matching plan

• Sales commission (if involved in a pitch)

• Gym Membership contributions

• Free fruit, breakfast cereals, snacks, soft drinks and tea & coffee

• Free home office chair and screen

• Quarterly team offsites / Regular socials

• Free Citibike membership

• Recruitment referrals bonus

• Agile working policy

We operate on a hybrid model of 3 days in office per week. Standard hours are from 9.00am to 5.30pm, there’s flexibility if agreed in advance with your line managers (it may also be necessary on occasions to work outside of these hours).

Croud is an equal opportunity employer and does not discriminate on the grounds of a person's gender, marital status, race, religion, age, disability or sexual orientation. All candidates will be assessed based on merit, qualifications and their ability to perform the requirements of the role.