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VP, Client Service Leader

Chicago, IL, USA | MERGE

  • Industry:
    Advertising/PR/Marketing/Events
  • Position Type:
    Full-Time
  • Functions:
    General Management
    Sales
  • Experience:
    12-15 years
Job Description:
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We MERGE storytelling and technology to promote health, wealth and happiness in the world. We help marketing and technology executives engage hearts and connect parts by offering full-service capabilities including strategy, creative communications, experience engineering, performance marketing, media, digital platform development and more.


Promote Health, Wealth & Happiness


We are committed to promoting health, wealth and happiness in the world by partnering with purpose-driven clients in purpose-driven industries such as healthcare, financial services and consumer products. Our health clients are literally on the front lines saving lives. Our wealth clients are changing the financial potential in people's lives. And our consumer clients make lives...a little bit happier every day.


Partner with Clients of Iconic Brands


MERGE has enduring client partnerships with American Express, T-Mobile, LG, Facebook, Adobe, Kate Spade NY, Coach, The North Face, Fidelity, Eaton Vance, BlueCross BlueShield, Abbott, Astellas, Seqirus, Supernus, Boston Scientific, Advocate Aurora Health, Indiana University Health and Marco’s Pizza to name a few.


Work with Poets and PHD’s


With 750+ employees across offices in Atlanta, Boston, Chicago, Denver, Kansas City, Los Angeles, Montreal and New York City, MERGE uses a talent-to-task process that connects our poets and PHD’s which enables clients to think higher and feel deeper about their customers.


Emerge to the Top of Your Career


At MERGE, we strive to create a superior work experience where people with ability, agility and humility can grow and do the best work of their careers.


As our VP, Client Service Leader, you will…


Be Accountable and Responsible


As our VP Digital Client Service Leader, you will lead digital client engagements and position internal teams to effectively introduce new solutions to changing market conditions and insights. You will act as a senior solution-oriented leader that thrives on developing lasting relationships between the client and agency teams. Utilizing deep industry knowledge and experience, you inspire team members to make our strategy, campaigns, and digital experiences more innovative, smarter, and effective. This position involves consistent consulting and operates at a high level in all aspects of account management. It also requires a depth of digital and Healthcare experience, preferably in the health plan space.


Core functional responsibilities include:


• Serve as the trusted voice of the customer by assimilating customer, marketplace and analytics insights into the development of digital strategies and marketing programs


• Help clients anticipate changes in their category and the market at large and make forward-looking adjustments to their marketing strategy, from communications to customer experience to the supporting technology. 


• Acting as a trusted client advisor who consults with them on strategy, ideas, trends, and thought leadership. 


• Responsible for creating and extending relationships with senior clients to facilitate the overall needs of the client and agency. 


• Grow and diversify client relationships by identifying additional business needs, from brand to communication with a focus on data-driven marketing and experience design. 


• Leverages experience to craft strategic and creative solutions, with a strong emphasis on digitally driven programs, helping to modernize B2B customer experiences and keep pace with the shifting expectations in the B2C space. 


• Incorporate senior staff from other departments appropriately, setting them up to capitalize on new opportunities and collaborate effectively. 


• Manage and grow a team as a mentor and trusted advisor to account team


• Maintain working knowledge of MERGE solutions and resources and recognize/act upon opportunities.


 These are the qualifications we’re looking for


• 12+ years of account management/consulting experience leading digitally focused experiences including but not limited to; leveraging audience insights and data to identify strategic priorities; advancing a modern CRM program, by establishing data and contact strategies to support effective cross-channel journeys through Salesforce Marketing Cloud; accelerating in-market testing and optimization as well as attribution modeling. 


• Deep understanding of digital workflows and processes.


• Healthcare experience required, with an emphasis on health plans. Provider and/or pharmaceutical experience a plus. 


• Demonstrated expertise in data-driven marketing and experience design, combined with a strong knowledge of brand strategy and communications. 


• Bachelor’s Degree or equivalent work experience


• Ability to evaluate contemporary marketing and customer experience programs across categories and consumer segments. Helps “create the itch,” inspiring clients to strive for the best work of their career.


• Willingness to roll up your sleeves to be a constant leader in a highly collaborative environment and to develop and execute business building strategies


• Advanced client management and relationship skills, especially as it relates to expanding business within existing clients. Emphasis on building relationships across departments, from marketing to technology to product and sales. Business development skills important for mining opportunities within a large account with multiple communications streams. 


• Superior professional communication and presentation skills


• Commitment to client, attention to detail, and strong problem-solving ability


 


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