Reports to: Director of Sales Strategy
Work Location: Detroit, MI
DescriptionThe Client Experience Manager leads a high-performing team of Client Experience Account Managers and a Digital Solutions Planner to drive client satisfaction, retention, and revenue growth. The Manager is responsible for overseeing all aspects of client support, building scalable processes, and fostering a culture of excellence. This role blends leadership, customer engagement, project management, and data-driven strategy to ensure clients receive exceptional service and measurable results.
Responsibilities- Lead, mentor, and manage a team that focuses on the client experience through advisement of result-based solutions, execution of campaigns and recommendations for optimization and future growth.
- Develop, implement, and refine workflows that streamline pre- and post-sale processes.
- Establish best practices for client deliverables, including reporting cadence, onboarding, and project management.
- Foster team growth through training on campaign strategy, optimization, and industry trends.
- Track and analyze team KPIs to measure impact and identify areas for improvement.
- Partner with Director of Digital, Digital Sales Strategist and Account Executives to develop and deliver compelling, data-driven presentations using tools like Claritas.
- Support revenue growth by building retention strategies and strengthening client relationships.
- Collaborate with leadership to align client experience strategies with organizational goals.
- Travel for market visits to support client retention and business growth.
- Design and deliver training for Account Executives on Ad Operations processes and data-driven reporting.
Requirements- Bachelor's degree in marketing, advertising, or a related field, or equivalent work experience.
- Minimum of 5 years of account management experience, preferably within media or digital advertising.
- Minimum of 2 years of experience managing direct reports.
- Strong project management skills with the ability to juggle multiple priorities and deadlines.
- Excellent presentation and communication skills, both pre- and post-sale.
- Proven ability to think critically, proactively solve problems, and adapt to change.
- Strong digital acumen and understanding of marketing trends.
- Ability to train, coach, and inspire team members and sales partners.
- Detail-oriented team player with excellent interpersonal skills.
ContactKim Jakubowski, Director of Sales Strategy
Graham Media Group 2026
