Program Manager

Career Category: Client Services

Reports To: VP of Client Services

Hours: Monday through Friday, 8:30 AM to 5:00 PM

Compensation: $85,000 – $100,000

Experience Level: 10+ Years

The Program Manager owns the success, growth, and strategic direction of The Mailworks’ most valuable and complex client relationships. Operating at the program level, they serve as a strategic advisor to Partner accounts, connecting marketing performance to business outcomes and identifying opportunities for long-term growth. This role requires executive presence, strong business acumen, and a consultative mindset: the ability to build trusted relationships with senior decision-makers, lead performance reviews and optimization initiatives, and position The Mailworks as a strategic partner, not a transactional vendor.

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 100M+ pieces annually from our in-house facility and are transforming the direct mail space through innovation, service, and our proprietary software platforms.

Supervisory Responsibilities: This role provides strategic, program-level guidance to the Account Executives supporting assigned programs but does not have formal supervisory responsibility.

Duties:

• Serve as the senior strategic advisor for assigned Partner-level accounts.
• Build trusted relationships with executive stakeholders, franchise leadership teams, ownership groups, and senior decision-makers.
• Develop a deep understanding of client business objectives, growth plans, competitive pressures, and organizational priorities.
• Lead strategic conversations that connect direct mail performance to broader business outcomes.
• Act as the primary escalation point for complex strategic or relationship challenges across assigned accounts.

• Develop long-term marketing and direct mail strategies aligned with each client’s business goals and growth trajectory.
• Build annual and multi-quarter strategic roadmaps that align direct mail investments with client priorities, operational goals, and business objectives.
• Lead Quarterly Business Reviews, optimization meetings, and strategic planning sessions with client leadership.
• Analyze campaign performance, engagement metrics, conversion data, and business results to surface growth opportunities and performance gaps.
• Design testing strategies across audience targeting, creative approaches, offer development, campaign timing, and channel integration.
• Translate data and performance insights into clear business recommendations that resonate with executive audiences.
• Monitor overall program health and ensure strategic objectives remain aligned with evolving client priorities.

• Maintain regular, high-value communication with executive stakeholders across assigned accounts.
• Present strategic recommendations, performance insights, and growth opportunities with confidence and credibility.
• Influence executive decision-making through data, insights, and well-reasoned strategic recommendations.
• Navigate ambiguity and help clients make sound decisions when the path forward is not obvious.
• Build alignment among multiple stakeholders with competing priorities and organizational objectives.
• Strengthen long-term client loyalty through proactive guidance, consistent value creation, and reliable follow-through.
• Position The Mailworks as a strategic business partner rather than a marketing vendor across every client interaction.

• Provide strategic direction and long-term program guidance while Account Executives own day-to-day campaign execution and client management. The Program Manager does not supervise Account Executives but makes strategic decisions that shape the programs they support.
• Collaborate with Creative, Data, Production, and Client Services teams to support program objectives.
• Provide strategic direction for creative initiatives, testing programs, audience strategies, and program evolution.
• Ensure internal teams understand client priorities, business goals, and success metrics.
• Serve as a resource for internal teams seeking strategic context and client guidance.

• Identify opportunities to expand client utilization of The Mailworks products, services, and capabilities.
• Support service expansion, new program launches, and strategic growth initiatives.
• Contribute to proposals, account expansion plans, and executive-level business reviews.
• Help clients identify new opportunities to drive growth through marketing strategy and direct mail innovation.
• Support long-term revenue growth through trusted advisory relationships and strategic account development.

• Exhibits company core values: FLASH’D (Forward Thinking, Loyal, Accountable, Solutions Focused, Helpful, Dynamic).
• Proven ability to align marketing strategy with business objectives, with experience advising senior leaders, executives, franchise groups, or multi-location organizations.
• Strong understanding of marketing performance, customer acquisition, retention, and growth strategies, with the ability to translate data and insights into actionable business recommendations.
• Executive presence: comfortable presenting to business owners, executives, and senior decision-makers, and able to lead high-level strategic discussions with confidence and credibility.
• Significant experience managing complex client relationships across multiple stakeholders and organizational levels, with a consultative approach focused on outcomes rather than transactions.
• Strong analytical mindset with the ability to interpret campaign and business performance data, identify trends and opportunities, and make sound recommendations with incomplete information.
• Exceptional written, verbal, and facilitation skills, with the ability to communicate complex ideas clearly and persuasively to executive audiences.
• Experience developing marketing strategies, campaign recommendations, testing plans, and performance optimization initiatives.
• Ability to work cross-functionally and provide clear strategic direction to internal teams supporting client programs.
• Preferred: direct mail, agency, franchise marketing, customer success, or strategic account management experience; familiarity with direct mail strategy, audience targeting, variable data, or print production.

Success Indicators

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. This position requires that the employee be able to manipulate and transport objects up to 50 pounds.

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.

Cultural Index Survey Link: https://go.cultureindex.com/p/TzkOHOf9f4YxJM6b

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