Category: Production
Director of Client Services
Reports To: VP of Business Development
Hours: Monday – Friday, 8:30 am – 5:00 pm, onsite
- 1st shift: 5:00 am – 1:30 pm
- 2nd shift: 1:30 pm to 10 pm
Compensation:
Base Salary: $85,000 – $100,000 (based on experience and expertise)
Commission Opportunity: Up to $80,000 annually, tied to the achievement of client retention and revenue targets
The Mailworks is a woman-owned, family-run business specializing in results-driven direct mail campaigns for a nationwide client base. With 40+ years of experience and over 90 professionals across strategy, design, production, and technology, we combine deep industry knowledge with modern tools to help businesses grow. We produce and deliver 96M+ pieces annually from our in-house facility and are transforming the direct mail space through innovation, service, and our proprietary software platforms.
The Director of Client Services (DoCS) serves as a key leadership figure in guiding The Mailworks through its next phase of transformation — shifting from a high-touch, order-driven service model to a scalable, SaaS-enabled membership experience.
This role is not limited to departmental oversight; it is a company-critical position at the intersection of operations, customer experience, and strategic growth. The DoCS leads a dynamic and evolving team that supports clients across multiple service tiers and delivery models — from legacy flagship accounts to new, self-serve users — ensuring consistent, high-impact support aligned with the company’s long-term vision.
In addition to overseeing team structure, performance, and professional development, the DoCS collaborates closely with Sales, Marketing, and Executive Leadership to shape onboarding, optimize the client lifecycle, and deliver measurable results. Success in this role requires strong emotional intelligence, analytical rigor, and the ability to lead with clarity and discipline in a fast-changing environment.
The Director of Client Services plays an instrumental role in defining not just how the company serves clients today — but how service excellence will evolve over the next five years and beyond.
Supervisory Responsibilities:
Direct oversight of 3–5 Client Services team members, with departmental oversight of 10-15
Duties:
LMA
• Lead, manage, and hold accountable the client services team, ensuring high performance.
• Train and mentor Program Directors, Campaign Support Directors, and Account Managers to elevate performance and support strategic thinking.
• Conduct weekly team meetings to engage and align the client services team with organizational goals.
• Monitor team performance and provide regular feedback and coaching to enhance skills and capabilities.
• Conduct quarterly performance evaluations, set individual goals, and offer constructive feedback to support growth within the team.
• Maintain a culture of accountability balanced with encouragement and development.
CLIENT RELATIONSHIP & GROWTH STRATEGY
- Build and maintain executive-level relationships with key accounts; serve as a senior point of escalation and partnership when needed.
- Oversee client communications for major updates, pricing changes, and market developments — ensuring consistency, clarity, and professionalism.
- Provide strategic oversight on account planning and lifecycle health across all tiers and platforms (Legacy and Portal 2.0).
- Analyze ordering behavior, usage trends, and campaign performance to surface churn risks and growth opportunities.
- Guide and support team members as they coach clients toward improved performance, increased campaign ROI, and membership-level progression.
- Ensure the client experience consistently reflects our company’s value, vision, and platform strengths.
DEPARTMENT EFFICIENCY AND PROCESS IMPROVEMENT
- Champion process efficiency by refining SOPs and workflows that align with both Portal 1.0 (Legacy) and Portal 2.0 (SaaS) service models.
- Build deep fluency in The Mailworks’ proprietary platforms to support escalation resolution and lead system-based enablement.
- Oversee proper CRM usage to drive accurate reporting, forecasting, and visibility across client activity.
- Ensure the team stays ahead of product updates, campaign enhancements, and production timelines, translating those into actionable improvements in client delivery.
- Create and reinforce scalable systems that empower team members to act with autonomy and confidence
BUSINESS DEVELOPMENT
- Coordinate with Sales to ensure a seamless and professional onboarding experience for new Partner closely with Sales leadership to ensure seamless, high-impact onboarding for all new clients — with clearly defined timelines, deliverables, and expectations.
- Collaborate on proposals, new business initiatives, and strategic pursuit of Partner and Premier tier accounts.
- Participate in industry events, trade shows, or client summits as a representative of Client Services and company leadership.
- Align onboarding and client growth strategies with broader company objectives, using real-time insights from the field.
REPORTING, FORECASTING, & INDUSTRY INSIGHT
- Own reporting on team KPIs, account health, tier adoption, and volume trends — surfacing key risks and opportunities for leadership action.
- Use data to guide staffing decisions, coaching plans, and role adjustments as the team scales.
- Provide ongoing insights to Product, Marketing, and Business Development teams based on client usage, pain points, and feature feedback.
- Stay informed on competitive shifts, emerging SaaS trends, and direct mail industry innovation — and bring those learnings into strategy and team development.
Required Skills/Abilities:
- Exhibits company core values – FLASH’D (forward thinking, loyal, accountable, solutions focused, helpful, dynamic)
- Strong leadership and coaching capabilities, with a proven ability to lead, manage, and hold accountable a cross-functional team.
- Deep understanding of client services best practices, with the ability to guide strategic account growth, maintain high retention, and strengthen customer relationships.
- Strategic thinker with a data-driven mindset—able to interpret campaign performance, client volume trends, and account health to drive proactive decision-making.
- Exceptional interpersonal and communication skills, with the ability to present insights, influence cross-functional teams, and represent The Mailworks with professionalism.
- Operationally minded, with a talent for process development, team workflows, and continuous improvement aligned to business goals and client tier strategies.
- Proficient in CRM systems (e.g., HubSpot or Salesforce) for visibility, forecasting, and accountability—able to guide team usage and reporting standards.
- Comfort with marketing metrics and KPIs, including understanding the customer journey, campaign ROI, and churn indicators.
- Highly organized, with the ability to juggle departmental oversight, client escalations, and cross-functional priorities without dropping the ball.
- Collaborative by nature, with a strong ability to work with Executive Leadership, Product, Marketing, and Sales to align client strategies with broader company goals.
- Comfortable in a SaaS-driven environment, ideally with experience navigating platform education, digital onboarding, and evolving software features.
- A growth mindset and solution-focused attitude, always seeking ways to improve client outcomes, department performance, and operational efficiency.
- Industry experience in direct mail or marketing services is a plus, but not required—we provide comprehensive training to candidates with the right leadership and strategic foundation.
Success Indicators:
- Maintains a positive Employee Performance Log and adheres to company policy.
- Demonstrates reliability and adheres to Production Attendance Policy.
- Understands company workflow and Standard Operating Procedures
- Demonstrates the company’s core values
Can operate and maintain at least one machine at mastery level within the first 90 days of employment
Completes setups and change overs in expected time frame
Produces high quality work at expected outputs
Supports the overall objectives of Production Management and is a positive team player
Demonstrates the company’s core values…
Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit; walk; use hands to finger, handle or feel; and reach with hands and arms.
Success Indicators:
- Maintains a motivated and engaged team, as indicated by low turnover rates and positive team feedback.
- Demonstrates ability to develop and maintain strong client relationships with key accounts.
- Demonstrates an in-depth understanding of client needs and aligns services to meet these needs, resulting in enhanced client trust and loyalty.
- Demonstrates exceptional conflict resolution skills, maintaining professionalism and poise in all interactions.
- Maintains department efficiency with consistent meeting of weekly deadlines.
- Maintains clear, effective communication channels with leadership regarding client updates, volume trends, and potential business opportunities.
Other Duties: Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Benefits & Perks:
- Health insurance
- Paid time off
- Dental insurance
- Vision insurance
- 401(k) matching
- Employee assistance program
- Aflac
- Udemy courses
FLASH’D – Forward Thinking, Loyal, Accountable, Solutions Focused Helpful, Dynamic
The Mailworks provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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