SVP Client Services: Travel & Hospitality
Location: Scottsdale
ClickSquared is the premier real time relationship marketing services provider of intelligent, multichannel marketing solutions creating perfectly timed, personalized interactions across all online and off–line direct channels. Leveraging a team of mareting and technology experts and an on–demand marketing platform, ClickSquared develops and executes accountable acquisition, growth and loyalty programs to help build some of the world’s best known brands including ARAMARK, Boston Celtics, Cable One, Comcast, Dr. Pepper/7–Up, Four Seasons Hotels and Resorts, Greyhound, Hawaii Visitors Bureau, HomeAway.com, Hyatt, Montage Resorts, Omni Hotels, Pleasant Holidays, Sirius, Starwood, Sovereign Bank, Tuesday Morning and US Bank.
The SVP Client Services is responsible for the overall Profit & Loss for the Travel and Hospitality segment of the ClickSquared business. The role involves leading Account Directors, Account Managers, and Technical Teams in enhancing the direct marketing efforts of our clients. The candidate will have a solid understanding of CRM methodologies, email and direct mail marketing, understanding of marketing databases and the ability to creatively adapt cutting edge web-based solutions and marketing techniques to drive client’s ROI. The candidate must possess experience in the Travel and Hospitality industry either as an employee, or as a member of a marketing services company serving those in the industry.
The ability to build high level client relationships, and maintain a high level of client satisfaction, while meeting all financial goals is vital to success.
Outstanding client & team leadership skills with the ability to assemble and lead delivery teams in a matrix–based organization is critical as is an in–depth knowledge of delivering Direct/Database Marketing services including campaign planning, execution and analysis.
:: Essential Duties & Responsibilities:
- Profit and Loss accountability including Revenue, EBIDTA and Customer Satisfaction metrics for Travel and Hospitality clients
- Responsible for quickly learning client business models, understanding client needs selling/delivering ClickSquared services to meet those needs
- Partner with Sales to grow the business
- Partner with General Manager to establish effective marketing strategies and business growth; suggest new strategic projects and initiatives and meet or exceed established client expectations
- Function as a client advocate to anticipate and resolve internal issues by working shoulder–to–shoulder with the appropriate ClickSquared technical and analytical teams
- Manage and Develop quality service teams
- Develop and enhance long-term client relationships at senior levels
- Forecast revenue, invoicing and financial management accountability
- Tactical oversight of project tasks on a daily basis while remaining focused on forward strategic thinking
- Employ excellent business judgment and have the ability to recognize business and marketing implications of data
:: Required Experience:
- 10+ years of Client Services related leadership
- Demonstrated success in owning Profit and Loss while growing a business
- Subject Matter Expertise in Travel and Hospitality
- Experience working in Direct/Database Marketing planning and execution with eServices / email clients is required
- Proven project management and marketing program management experience is required
- BA/BS with strong academic track record or equivalent work experience
- An MBA and an understanding of analytical consulting and statistical methodologies is preferred
- Skilled Communicator able to interact with all level and departments within a matrixed environment
- Proven leadership focused on building relationships and developing high performance teams
- Ability to anticipate and build contingency staffing plans
- Strong negotiation skills required for effective engagement and program management, in which both the interests of the customer and click2 must be accurately represented and win–win resolutions reached
- Complex project management: Demonstrated track record of successfully planning and managing larger–scale multi–enterprise based project implementations through all stages of the program development life–cycle, from requirements gathering to production. The ability to quickly assess and reassess priorities to achieve client ROI is crucial
- Critical qualities include customer service focused, attention to detail, proactive self–starter and exemplary work ethic
- Experience of working in a fast moving environment and the ability to handle various tasks at once
:: Required Skills:
- Experience with direct mail and email program development, test design, reporting and analysis design, survey design and delivery and measurement strategy development
- Ability to speak as a thought leader at conferences
- Familiarity with statistical methods including analytic segmentation and statistical modeling
- Expertise in developing and conducting strategic and tactical presentations with clients and lead client meetings
- Exceptional project management skills, including team building and inter–personal skills and familiarity with project management tools and leadership
- Strong written and oral communication skills — experience communicating directly with customers about on–going projects and future enhancements
- Proven ability to develop profitable customer relationships in marketing services within the financial vertical
- Outstanding presentation skills with interactive groups
- Experience with building exclusively on–line business
- Ability to adapt to a rapidly changing environment
- Quantitative and qualitative problem solving skills
- Ability to grasp complex problems and focus on multiple tasks simultaneously
- Travel (33%)
