Role Summary

The Client Services Director (DTC) is a player–coach role responsible for leading enterprise-level client strategy across a portfolio of e-commerce accounts while managing a team of 360 Account Managers.

This role serves as the senior strategic lead across key accounts, owning full-funnel DTC strategy across paid media, owned/earned, creative, and customer experience. You will translate business goals and performance insights into integrated growth strategies that drive measurable outcomes.

This role will also directly own and lead at least one enterprise-level account, serving as the primary strategic lead on a complex, high-impact client relationship.

A core responsibility of this role is ensuring rigor in forecasting, scenario planning, and incrementality measurement across the portfolio, working closely with Account Managers and the data team to ensure these inputs are consistently structured and applied to investment decisions.

You will guide clients toward more sophisticated, insight-driven decision making—shifting conversations from platform performance to business impact and incremental growth.

In addition, you will build senior client relationships, support escalations, and identify growth opportunities. This role will play a key part in shaping the agency’s DTC operating model—defining how strategy, buying, analytics, and client services connect, and raising the standard for planning, forecasting, performance evaluation, and insight-driven client communication.

Success in this role requires deep performance marketing expertise, strong commercial thinking, creative problem solving, and leadership across clients and teams.

Portfolio Operating Model & Governance.

• Account Managers own day-to-day execution across accounts. The Director serves as senior strategic partner, quality assurance layer, and escalation point, stepping in as needed to protect performance and stabilize outcomes—particularly on enterprise accounts where they also advise on long-term strategy.
• The Director is responsible for portfolio-level performance, risk, and profitability, ensuring overall account health, consistency, and commercial outcomes.

Strategy & Measurement

• Own full-funnel DTC strategy across paid media and creative.
• Oversee forecasting, scenario planning, and investment strategy across accounts, ensuring consistency and rigor in how inputs are applied to decision-making.
• Partner with buying teams to align budgets, channel mix, and optimization strategy.
• Establish performance frameworks connecting media investment to revenue and efficiency outcomes.

Team Leadership

• Lead, coach, and develop a team of 360 and Enterprise Account Managers.
• Set and maintain high standards for strategic output and execution quality.

Cross-Functional Leadership

• Serve as the primary bridge between clients and internal teams, driving alignment across strategy, execution, and delivery.
• Partner with analytics to evolve reporting beyond platform metrics toward business impact.
• Support new business, onboarding, and client growth initiatives.

Business & Operational Ownership

• Identify and mitigate performance, scope, and structural risks.
• Maintain scope discipline while balancing client and business needs.
• Continuously improve internal processes and operating rhythms.

Desired Skills & Experience

• 10+ years in DTC, performance marketing, or omni-channel roles
• 5+ years managing enterprise client relationships and complex scopes
• 5+ years of leadership experience
• Deep expertise in full-funnel media strategy (paid media + lifecycle + retention)
• Strong platform knowledge (Meta, Google, TikTok, Pinterest, programmatic)
• Strong forecasting, scenario planning, and budget modeling experience
• Extensive DTC ecommerce experience required, with a strong preference for beauty, skincare, or personal care categories
• Experience with incrementality testing (geo tests, lift studies, MMM)
• Strong understanding of attribution limitations and measurement frameworks
• Strong commercial and business acumen in DTC models
• Strong executive communication and presentation skills
• High attention to detail and structured thinking
• Ability to lead cross-functional teams in a fast-paced environment
• Agency experience required
• Bachelor’s degree preferred

Blue Wheel operates and hires in the following states: CT, CO, FL, ID, IL, KS, MI, MN, NJ, NY, OR, PA, TN, TX, and WA