Job Specifications
Acart is a full-service agency that understands the evolving intersection between strategy, media, and effective creative in ways that help transform brands—an agency driven by curiosity and data. We create work that builds brands, fuels commerce, and drives measurable outcomes for our clients.
We are on the search for a talented, organized individual who will provide comprehensive support to our client experience team. This dynamic position requires the ability to anticipate needs for clients as well as being an advocate for the quality of work that the agency produces and the requirements for great work (e.g., clear objectives, appropriate resources, adequate time, proven processes). It’s that great work that gives our clients the greatest value.
As an CX director at Acart, your focus will be on managing the overall health of VP- and C-level client relationships and the profitability associated with a portfolio of assigned accounts, while also providing guidance and oversight to account teams assigned to daily project activities.
You’ll be expected to provide strategic advice and insights while working closely with members of our strategy team.
You’ll be committed to fostering the development of work that inspires and motivates, and to that end you’ll be expected to quickly develop a deep understanding of our clients and their business goals, as well as any general or specific factors that could add value or pose a threat to them.
As a champion and mediator, you’ll effortlessly take the points of view of clients and our internal teams and effectively communicate those perspectives. Your goal is to promote a collaborative approach to problem-solving that can lead to award-winning results.
In your role, you’ll report to the Director of Client Experience. You may have multiple account managers reporting to you, while also working daily with others in your department and individuals in our senior management, strategy, creative, and finance teams.
Your Responsibilities
As a leader at Acart – You’ll contribute to the development of the annual business plan and success of the business as it pertains to your department and the needs of your team. In addition, you’re expected to:
Be actively engaged in the timely execution of specific tasks within the overall business plan
Be accountable for team KPIs that drive the Acart brand and overall success of the agency
Attend and actively participate in team leader training and planning sessions
Actively practice giving direct feedback in the moment and encouraging and enabling others to do the same in all levels of the organization
Take an active role in the promotion of Acart work and community engagements through social channels, while encouraging members of your team to do the same
As a Team Leader – You’re Expected To Understand Acart’s Complete Service Offering And Confidently Speak To The Agency’s Capabilities When Called Upon To Do So. In Addition, You’ll Be Required To:
Understand the agency’s business plan, policies, values, and brand, and ensure they are practiced by your team and clearly communicated when onboarding new hires
Ensure that your team understands the different processes and methodologies used at Acart (e.g., brand, video, and development team processes and the tools used for each)
Set clear expectations with your team and hold it—and yourself—accountable for them
Regularly pass on—to your team and coworkers—learnings derived from the leadership training in which Acart has made a significant investment
Engage in regular communications and “temperature checks” with your team and individual members (e.g., monthly department meetings and one-to-one’s)
Recruit, interview, hire, and assist with onboarding new employees
Mentor talent, conduct performance reviews (three-month and annual), solicit peer reviews, etc.
Encourage and facilitate professional development for team members
Monitor, evaluate, and recommend employee compensation (including salary, raises, time off in lieu, and bonuses)
Monitor time off requests/approvals in Timetastic in a timely manner
Direct ongoing building and fostering of your team, which includes ensuring individuals have what they need to succeed in their jobs (e.g., tools, skills, equipment) and are being challenged creatively and strategically in their roles
Offboard employees (conducting exit interviews, collecting equipment/keys, handling any necessary communications to colleagues/clients, reviewing emails and laptop contents that may not have been saved on the server, etc.)
As a team contributor – This covers multiple activities.
You’ll develop short-, mid-, and long-term account plans that identify and plot strategic approaches to maintaining—and, ideally, growing—a range of B2B client relationships. You’ll also have oversight of day-to-day project activities, ensuring that they meet expectations of quality, scope, and profitability within established timelines.
It will be your primary responsibility to cul