Client Service Director

 AV Communications is seeking an accomplished Client Services Director to provide strategic leadership for our agency's client relationships and integrated marketing campaigns. This senior leadership role will oversee client services operations, lead cross-functional teams, and drive business growth with a focus on multicultural markets, particularly in the Southeast Asian community.

The ideal candidate will bring extensive experience in managing complex multicultural marketing campaigns, developing strategic client relationships, and leading high-performing teams across diverse markets. This position requires a unique blend of strategic vision, cultural expertise, and proven leadership in multicultural marketing services.

Main Responsibilities

Client Relationship Management

• Build and maintain strong relationships with key clients, acting as a strategic partner and trusted advisor


• Develop and implement strategies to enhance client satisfaction and retention


• Lead client presentations and strategic planning sessions to secure new business opportunities


• Serve as an escalation point for complex client issues, ensuring timely and effective resolution

Strategic Leadership

• Provide strategic direction for client campaigns with focus on multicultural marketing initiatives


• Develop and execute comprehensive strategies that deliver measurable results for clients


• Identify opportunities for growth within existing client accounts, including upselling and cross-selling services


• Participate in business development initiatives to expand the agency's client portfolio

Team Leadership & Development

• Lead, mentor, and inspire a team of client services professionals


• Oversee recruitment, training, and development of client services staff


• Foster a culture of excellence, collaboration, and client-centricity


• Manage team performance and workload to ensure operational efficiency

Campaign Management & Delivery

• Oversee the planning and execution of integrated marketing campaigns across multiple channels


• Ensure quality and timeliness of all client deliverables


• Monitor campaign performance and adjust strategies to optimize results


• Develop insightful reporting that demonstrates campaign impact and ROI

Interdepartmental Collaboration

• Collaborate effectively with Creative, Strategy, Media, and Digital departments


• Ensure alignment between client objectives and agency capabilities


• Facilitate effective communication between clients and internal teams

Education and Experience Requirements 

Education

• Bachelor's degree in Marketing, Communications, Business Administration, or related field


• Advanced degree or relevant professional certification an asset

Experience

• 10+ years of progressive experience in client services or account management


• 5+ years in a senior leadership role managing client services teams


• Demonstrated experience managing annual marketing budgets exceeding $1.5M


• Proven track record of successfully leading integrated multicultural marketing campaigns


• Experience working with clients in telecommunications, financial services, consumer packaged goods, and/or government/not-for-profit sectors

Specialized Experience

• Significant experience developing marketing strategies for Southeast Asian markets including Philippines, Indonesia, Vietnam, Cambodia, and/or Myanmar


• Experience planning and executing large-scale community engagement events


• Demonstrated success in adapting global marketing campaigns for multicultural audiences


• Experience in business development and client portfolio growth

 Skills and Competencies

 Leadership Skills

• Strong leadership abilities with demonstrated success in building and managing high-performing teams


• Strategic thinking with ability to translate client objectives into effective marketing solutions


• Excellent problem-solving and decision-making capabilities


• Ability to manage multiple priorities in a fast-paced environment

Professional Skills

• Exceptional communication and presentation skills


• Strong financial acumen with ability to manage budgets and forecast revenue


• Excellent project management and organizational abilities


• Analytical skills to evaluate campaign performance and derive actionable insights

Technical Skills

• Advanced understanding of marketing analytics and performance measurement


• Knowledge of digital marketing platforms and technologies


• Working knowledge of industry-standard design and production software

Language Requirements

 English: Fluent professional proficiency (spoken and written)

 Filipino (Tagalog): Native or near-native fluency required for:

• Direct communication with Filipino community organizations and business leaders


• Cultural adaptation of marketing messages for Filipino audiences


• Strategy development for Filipino-Canadian marketing initiatives


• Client relationship management with Filipino businesses and organizations

Work Conditions

• Fast-paced agency environment with client-facing responsibilities


• Regular business hours with occasional evening or weekend work for client deadlines or events (approximately 35% annually)


• Some international travel may be required for client meetings and industry events (approximately 15-20% annually)


• Hybrid work arrangement with combination of in-office and remote work

Compensation and Benefits

• Annual Salary: based on experience


• Comprehensive benefits package including health, dental, and vision coverage


• Professional development opportunities and industry conference attendance


• Performance-based bonus structure

How to Apply

Please submit your resume and cover letter detailing your specific experience in multicultural marketing leadership, Southeast Asian market expertise, and client services management.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Employment Equity Statement

AV Communications is an equal opportunity employer committed to building a diverse workforce that reflects the communities we serve. We encourage applications from Canadians, permanent residents, newcomers to Canada, Indigenous peoples, visible minorities, persons with disabilities, and members of underrepresented groups.