Account Supervisor (CX/CRM focus)

• Manage the daily workflow across a diverse portfolio of Customer Experience (CX) and digital advertising projects, including website/app development, CRM programs, performance marketing campaigns, user journey optimization, and integrated digital media initiatives.
• Develop and maintain detailed project timelines, scopes, and status documents.
• Track deliverables, approvals, and dependencies to ensure projects remain on schedule and within scope.
• Review creative and strategic briefs, ensure accuracy and clarity, and confirm they align with client objectives and CX/digital best practices.
• Oversee internal and external review cycles, managing client feedback and ensuring revisions are executed accurately and efficiently.
• Flag risks, scope changes, or timing challenges early and work with the Group Account Director to recommend solutions.
• Lead internal status meetings and ensure teams are aligned on priorities, deadlines, and next steps.
• Foster a collaborative, respectful, and solutions-oriented team culture.

• Serve as a primary day-to-day client contact, building strong, trusted relationships focused on their CX and digital growth.
• Lead routine client check-ins, status calls, and working sessions.
• Manage client expectations by clearly communicating timelines, deliverables, strategic recommendations, and next steps.
• Act as a point of escalation for project issues, creative/UX feedback, or technical/production challenges.
• Proactively identify opportunities to improve processes, optimize digital campaigns and user journeys, or expand the scope of work based on client goals and market trends.
• Monitor overall client satisfaction and address concerns before they escalate.

• Partner closely with Creative, Strategy, Media, UX/UI, Data Science, Production, Studio, and Technology teams to ensure seamless execution of CX and digital initiatives.
• Facilitate internal kickoffs and ensure all departments are aligned on project goals, roles, and deliverables.
• Translate client objectives into clear internal direction and actionable next steps, with a focus on user experience and digital performance.
• Ensure all work adheres to brand guidelines, digital best practices, legal requirements, and approval processes.

• Prepare and distribute weekly and monthly status reports, timelines, and recap documents.
• Support the Account Director with budget tracking, estimates, and scope management.
• Ensure all client-facing documentation is accurate, on-brand, and professionally presented.

• Participate in and lead client meetings, presentations, and reviews as appropriate.
• Present campaign updates, CX strategies, performance insights, timelines, and recommendations with confidence and clarity.
• Capture meeting notes, action items, and next steps, and ensure timely follow-up.

• 4-5+ years of progressive experience in account management, client service, or a related role, specifically focused on Customer Experience (CX) and digital advertising, preferably within an advertising agency.
• Demonstrated experience managing complex integrated digital campaigns and CX initiatives across various platforms and channels.
• Proven ability to lead and mentor junior team members, fostering growth and high performance.
• Strong understanding of digital creative, UX/UI, technical development, production, and approval workflows.
• Excellent written and verbal communication skills, with the ability to articulate complex digital strategies and performance insights clearly.
• Highly organized with strong attention to detail and exceptional time management skills.
• Ability to manage multiple projects simultaneously in a fast-paced, dynamic digital environment.
• Solid understanding of digital marketing ecosystems (e.g., SEO, SEM, social, programmatic, email, content marketing) a strong asset.
• Familiarity with CX principles, user journey mapping, personalization, and relevant MarTech platforms (e.g., CRM, marketing automation).

VML