Responsibilities

• Lead, coach, and mentor the Production Manager and Directors of Marketing Programs to foster excellence, accountability, and strong performance across the team.
• Set clear priorities, workflows, and communication standards that match agency goals and client requirements.
• Mentor team members in project management techniques, leadership communication, and best practices for client success.
• Defines, develops, and implements how Synapse and team members adopt new tools, processes, and AI-enabled workflows.
• Own and continuously enhance project management systems (such as Accelo, ClickUp, or similar), workflows, and reporting dashboards.
• Develop standard operating procedures (SOPs) that streamline implementation, enhance transparency, and support scalability.
• Track and report on key program metrics, including resource forecasts and scheduling, project profitability, on-time delivery, client satisfaction, billable hours, and resource utilization.
• Manages overall client relationships and satisfaction across key strategic accounts in their portfolio.
• Serves as the main contact for daily client communication, escalations, and maintaining transparency, consistency, and trust.
• Owns the program plan for each client, ensuring it reflects the agreed scope, goals, deliverables, and KPIs.

• Partners with the Director, Marketing Strategy, to prioritize client deliverables and initiatives based on business value and client goals.
• Responsible for managing renewals, proposals, estimates for upsell and cross-sell opportunities, and ensuring overall client retention within their accounts.
• Works with the Revenue team to strategize on opportunities, converting proposals into won deals.
• Monitors client satisfaction and actively resolves issues to build long-term partnerships.
• Collaborates closely with internal production teams to deliver client programs, dashboards, and project reports across departments.
• Ensures the smooth flow of requirements, deliverables, and information across project teams. Tracks progress, dependencies, and deadlines in the project management system, and assigns client accounts to guarantee on-time, on-budget delivery.
• Reviews all deliverables for quality and accuracy prior to delivery to the client.
• Enhances collaboration and communication among internal stakeholders to ensure alignment and accountability.
• Documents scope changes, approvals, and key client decisions in shared systems for visibility and accountability.
• Leads the onboarding of new accounts, if applicable, especially during the foundational phase, ensuring smooth setup, alignment, and integration into Synapse processes.