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Account Management/Client Services

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The Director of Client Engagement leads a business unit of assigned and churn clients and retailers.  Responsible for developing strategic partnerships, executing growth plans, building high-performing teams and maintaining a winning culture.  Focuses intensely on the needs of our clients, and serves as a lead contact for our company in this market.  Establishes a roadmap for growth and effectively communicates key deliverables and expectations across all facets of the team and company.  Creates strong influential connections with clients and key retailer stakeholders through a comprehensive knowledge of merchandising and operational strategies.  Creates a consistent client / retailer experience.  Establishes win-win relationships with our clients, and builds connections for growth back to our clients.  Leads an effective cross-functional business process by aligning partners in customer development, customer operations, business insights and client teams.  Demonstrates courage, urgency and responsiveness when aggressively pursuing new business and delighting current customers.  Drives quality growth through leadership and best practices, insights and innovation, process excellence, and effective selling and execution.


  • Responsible for attracting, developing and aligning a high-performing team of Client Engagement Managers and consistently evaluating performance and potential. 
  • Responsible for meeting revenue targets while creating infrastructure and processes that align with company goals.
  • Leads the development and maintenance of strong relationships with clients, including a complete understanding of their goals and objectives.
  • Proactively reaches out to prior clients and ability to quickly establish a relationship with clients with the goal of obtaining project work and meeting revenue targets.    
  • Development of a calendar of activities/one-pagers for the team to utilize when speaking with potential clients about our capabilities.
  • Works with Business Development to onboard new clients and maintains and grows client relationship through clear understanding of client needs.  
  • Provides competitive insights to evolve CROSSMARK’s business, identifying service gaps, new offerings as a company, innovative solutions to current client and retail problems, and broad thought leadership to drive growth.
  • Responsible for ongoing client team communication, engaging in proactive, ongoing communications to provide status, opportunities, manage expectations, and needs associated with achievement of client’s business plan.
  • Understands CROSSMARK profitability and performance metrics; provides recommendations on resources, efficiencies, and champions efforts to improve results.
  • Accountable for the execution of strategic plans for all Client’s brands to Retailers within the defined geography. Key areas include sales, share, distribution, promotion, pricing, merchandising and financial management.
  • Apply business planning, communication and execution framework to drive consistency and efficiency internally, as well as visibility and intelligence to the client and across positions internally.
  • Lead the development of targeted plans to build effective and efficient brand promotion strategies and strengthen brand activation based on customer knowledge.
  • Sells additional services to clients and retailers through insights, analysis, marketplace knowledge and a thorough understanding of item / brand / category performance.
  • Continually grow knowledge of the industry, market, client and customers to most effectively sell our services.
  • Understand client needs and proactively provide updates, project results, insights, reporting, and additional knowledge to grow the relationship. 

NOTE:  This job description does not imply that the above functions are the only tasks that may be performed.  Associates will be expected, if possible, to follow any other job-related instructions and perform any other job-related tasks as directed by management.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.


Education/Experience: Bachelor’s degree; Minimum of five years experience managing a client portfolio and proven performance of revenue growth.


Performance Metrics: Business unit budget and execution of sales plan; New business growth (actual revenue/budgeted revenue); Existing client growth (targeted revenue $/sales volume); Customer service (net promoter score NPS).


Other Functions: Proficient in Word, Excel, Outlook and PowerPoint; Strong communication skills, including listening, presentations, written and verbal skills; Insights-based, problem-solver, consultative selling and negotiation skills; Leadership and management; P&L oversight; Deep understanding of merchandising and operational strategies and priorities; Ability to utilize and leverage business insights to drive decisions and actions; Team leadership and talent development; Intermediate category management knowledge, including but not limited to the “4 Ps”; Business acumen and intelligence, including market and industry trends; Good organizational and time management skills; Customer service orientation; Ongoing professionalism and ability to handle pressure.


Certificates, Licenses, Registrations: A valid driver’s license.


Supervisory Responsibilities: Client Engagement Managers report to the Director of Client Engagement Managers.


Work environment:  Office and field environment.


Travel Requirements: Ability to travel within the US for client, customer or company meetings on an as needed basis.


Language Skills:  English is the primary language skill; however, bilingual skills may be required based on business necessity.

CROSSMARK is committed to providing accessible employment practices and welcomes applications from people with disabilities. If you require accommodation for a disability during any stage of the recruitment process, please let us know.

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