Senior Client Success Director

Senior Client Success Director required with deep expertise in Marketing Mix Modeling (MMM) and econometrics to help lead our client success function, oversee strategic accounts, and drive measurable impact from our analytics solutions. This senior leadership role combines executive relationship management, commercial growth accountability, and thought leadership in econometric modeling.

The Client Success Director should be able to work in a fast-paced environment, manage multiple projects simultaneously, and prioritize tasks effectively. They will support the management of end-to-end client project processes, produce and deliver high-quality client materials, drive client satisfaction initiatives, and manage SOWs effectively. The role requires strong client relationship management skills, excellent project management skills, and the ability to produce and deliver high-quality client materials in line with strategic objectives.

Role Description

The Senior Client Success Director should be able to work in a fast-paced environment, manage multiple projects simultaneously, and prioritise tasks effectively. They should have excellent problem-solving skills, attention to detail, and a proactive approach to identifying and resolving issues.

The successful candidate should have a deep understanding of the Marketing Effectiveness and analytics industry, with specific knowledge of MMM methodologies, data requirements, and interpretation of model outputs. They should be up to date with the latest trends and developments in marketing measurement. They should be able to interpret complex data and analytical insights, including those derived from MMM, and present them in a clear, concise, and actionable manner to clients, translating technical findings into strategic business recommendations.

The Senior Client Success Director should be a team player and possess effective communication and interpersonal skills to collaborate effectively with cross-functional teams, including dedicated analytics and data science teams.

Key Activities & Accountabilities

• Drive optimal client project processes for work delivery and client satisfaction, specifically for projects involving advanced analytics and MMM.
• Deliver high-quality client materials in line with strategic objectives, ensuring clear articulation of analytical insights and MMM recommendations.
• Contribute to collaborative team learning and knowledge sharing to strengthen capabilities, particularly in areas of marketing effectiveness measurement and MMM best practices.
• Deliver in specific areas of client engagement and management as defined by client leadership, including leading discussions on MMM results and their implications.
• Support with client growth initiatives and new business pitches, showcasing Gain Theory's analytical capabilities and MMM expertise.
• Cross-collaboration with analytics, data, and ops team members to ensure a well-functioning squad with high levels of satisfaction, acting as a key liaison between clients and the analytical delivery teams.
• Maintains a strong focus on the Marketing Effectiveness & analytics industry and those of our clients, staying abreast of new MMM techniques and industry benchmarks.

KPIs and Success Factors

• Client Satisfaction: Performance, Preference and Likelihood to Recommend
• Net Sales Growth
• Active Client Stakeholder #s
• Influence of Client Stakeholders
• Value Generated for Clients **(demonstrated through actionable MMM insights and improved marketing ROI)**
• Client Advocacy (willingness to enter awards, provide references, awards)
• Average Annual Client Size
• Client Success Employee Satisfaction

Critical Capabilities

• Strong data and analytical interpretation skills, with proven experience in understanding and communicating Marketing Mix Modeling (MMM) outputs and their business implications.
• Proficient in supporting project and client relationship management, especially for analytics-heavy engagements.
• Knowledgeable in SOW oversight and risk management practices, with an understanding of the complexities of data and analytical project scopes.
• Committed to supporting quality assurance and best practice adherence, particularly in the delivery of analytical models and insights.
• Effective communication and interpersonal skills to aid team collaboration, including the ability to bridge the gap between technical analytics teams and business stakeholders.
• Strategic assistance in financial analysis for client budgeting and profitability insights, leveraging analytical findings to inform investment decisions.

Key Activities & Accountabilities

• Drive optimal client project processes for work delivery and client satisfaction.
• Deliver high-quality client materials in line with strategic objectives.
• Contribute to collaborative team learning and knowledge sharing to strengthen capabilities.
• Deliver in specific areas of client engagement and management as defined by client leadership.
• Support with client growth initiatives and new business pitches.
• Cross-collaboration with analytics, data, and ops team members to ensure a well-functioning squad with high levels of satisfaction.
• Maintains a strong focus on the Marketing Effectiveness & analytics industry and those of our clients.

Who we are & what we do:

Gain Theory is a leading global marketing effectiveness and foresight consultancy. We combine quality data, proprietary technology, and advanced analytics to give our clients the confidence to make better informed investment decisions that drive growth.

Growth is the defining characteristic of successful organisation and Gain Theory’s vision is to accelerate growth for ambitious brands. We define ambitious brands as those that generate earnings/profits that are above the industry average.

We deliver:

• Data strategy, harmonization, and visualization.
• Advanced analytics and modelling, including MMM (Marketing Mix Modelling), attribution and unified measurement, testing, segmentation, behavioural sciences, choice analytics, simulation, war gaming and forecasting.
• High-touch consultancy that includes bespoke roadmaps, training and education, industry benchmarking and activation planning.

At Gain Theory, we love accelerating growth for our people. As a Gain Theorist, you will need to demonstrate behaviours which support our values.

Our values are: Be Curious, Be Positive, Act with Consideration and Make it Better. You can read more about our values here: www.gaintheory.com/our-culture-people-and-value

Gain Theory is committed to actively building a diverse, equitable and inclusive workplace where everyone feels welcomed, valued and heard, and is treated with dignity and respect. As leaders and creative partners across industries, it is our responsibility to cultivate an environment reflective of our greatest asset; our people. We believe that this commitment inspires growth and delivers equitable outcomes for everyone as well as the clients and communities we serve.

Gain Theory is a WPP-owned consultancy. For more information, please visit please visit our website and follow Gain Theory on our social channels via LinkedIn and Twitter.

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