Group Director, Consumer Services in United States at Jobgether

As Group Director, Consumer Services, you will own the division's commercial performance, client relationships, team development, and AI-enabled transformation. You will combine strategic leadership with hands-on portfolio management to drive measurable growth, strengthen client partnerships, and improve operational efficiency.

• Drive portfolio growth and retention: Own net revenue retention, monthly recurring revenue expansion, and the division's monthly service expansion targets, treating expansion as a primary driver of commercial performance.

• Manage executive client relationships: Personally lead relationships across the top 30–40% of the portfolio by monthly recurring revenue, conduct regular executive check-ins, and maintain strong engagement with priority accounts.

• Monitor client performance and retention risks: Maintain an accurate weekly retention forecast and track lead-generation indicators such as cost per lead, lead-to-sale conversion, booking rates, and speed-to-lead to identify risks before they affect revenue.

• Lead strategic account planning: Develop and co-lead quarterly plans for the highest-priority accounts, implement proactive solutions to performance issues, and build consultative business cases that demonstrate the value of expanded services.

• Identify service expansion opportunities: Develop growth strategies across local and multi-location paid search, local SEO, call tracking, lead routing, financing programs, service plans, membership offerings, and complementary lead-generation services.

• Manage the sales pipeline: Keep Salesforce records, opportunity stages, forecasts, and next steps accurate and up to date on a weekly basis.

• Support new business development: Contribute vertical expertise and executive credibility to final-stage pitches, particularly for larger prospective clients, and collaborate with Sales to improve positioning, marketing collateral, and win rates.

• Strengthen product and market innovation: Bring client insights into product development initiatives, contribute to vertical-specific solutions, and collaborate with innovation teams to improve offerings and address emerging market needs.

• Lead and develop account management teams: Directly manage Account Directors and oversee the Associate Account Director pod, setting clear expectations for performance, client engagement, commercial growth, and professional development.

• Build an AI-native team culture: Coach team members to become strategic growth leaders rather than task managers, increasing client-facing time, accelerating diagnosis, and reducing manual reporting.

• Drive talent development and organizational effectiveness: Own hiring, staffing, capacity planning, career progression, and succession planning. Provide timely, constructive feedback, facilitate development conversations, and prepare high-potential employees for senior leadership roles.

• Establish AI-powered workflows: Design and implement AI systems that automate recurring tasks, surface insights, test hypotheses, and improve team performance. Use rapid prototyping and coding tools to build practical solutions.

• Oversee AI adoption and quality: Determine which AI tools and workflows the division adopts, establish appropriate quality controls, and ensure that client-facing outputs receive the necessary human review.

• Optimize proprietary technology: Use internal AI platforms and intelligence systems across the portfolio, evaluate their insights, and develop division-specific solutions through AI-assisted research and regular adoption audits.

• Manage financial performance: Contribute to division profit-and-loss management and take accountability for portfolio profitability. Forecast churn, service expansion, new business, and efficiency in partnership with senior leadership.

• Build investment and efficiency strategies: Use financial performance data and strategic growth opportunities to develop business cases for hiring and investment while improving efficiency through technology, AI, and process optimization.

• Resolve escalations: Take ownership of issues affecting the direct client portfolio, coordinate appropriate stakeholders, and drive timely, sustainable resolutions.

• Coordinate cross-functional execution: Partner with data intelligence, media planning, and activation teams to maintain alignment between client strategy, marketing execution, and business outcomes.

• Represent the division externally: Contribute industry insights through speaking engagements, thought leadership content, and client-facing perspectives, while serving as an internal resource for consumer services and lead-generation expertise.

Requirements:

The ideal candidate is an experienced digital marketing leader with strong commercial instincts, deep lead-generation expertise, and a proven ability to manage senior client relationships, develop high-performing teams, and scale profitable business operations.

• At least 10 years of leadership experience in a digital marketing agency, including lead-generation client work across personal finance, home services, hospitality, or other direct-to-consumer verticals at Account Director level or above.

• Demonstrated department leadership and people management experience, including managing Account Directors or senior marketing professionals as direct reports.

• Proven experience managing a profit-and-loss statement and driving profitable growth across a client portfolio.

• Deep understanding of lead-generation funnels, including cost per lead, cost per acquisition, call tracking, speed-to-lead, lead quality, conversion rates, and the marketing-to-sales handoff.

• Ability to diagnose structural problems affecting lead quality and conversion, distinguishing marketing performance issues from sales processes, call center responsiveness, or other operational constraints.

• Expertise in channel strategy and lead-generation programs, including local and multi-location paid search, local SEO, call-driven marketing, paid social, programmatic advertising, content, and broader owned, earned, and paid media channels.

• Strong measurement and attribution expertise, including methods for tracking offline conversions such as phone calls, bookings, and in-person or in-home appointments.

• Ability to explain alternative attribution methodologies and marketing performance to skeptical CFOs, finance stakeholders, business owners, general managers, and other senior executives.

• Familiarity with regulatory and compliance considerations affecting lead-generation businesses, including the Telephone Consumer Protection Act (TCPA) and state licensing requirements in personal finance, and their implications for campaign and call-handling strategies.

• Proven success in contract negotiation, client retention, executive relationship management, and revenue expansion.

• A track record of delivering strong client satisfaction, high Net Promoter Scores (NPS), and sustainable retention results across a portfolio.

• Experience with consumer services technology, including call-tracking and lead-routing platforms, local SEO and listings management tools, CRM systems, and multi-location or franchise marketing platforms.

• Strong financial and analytical capabilities, with the ability to forecast revenue, identify growth opportunities, monitor portfolio performance, and make data-driven investment decisions.

• Demonstrated ability to build consultative business cases, lead strategic account planning, and translate client needs into commercially valuable service expansions.

• Experience implementing AI tools, designing automated workflows, and improving team productivity through technology-enabled processes.

• Entrepreneurial mindset and interest in shaping product innovation, go-to-market strategy, and service development rather than focusing exclusively on account management.

• Excellent leadership and communication skills, including the ability to provide candid feedback, develop future leaders, and align cross-functional teams around shared goals.

• Strong organizational skills and the ability to manage competing priorities while maintaining accountability for commercial results and team performance.

Key Performance Indicators:

• Expansion-to-Churn Ratio: Meet or exceed 60%, measured as a trailing three-month average.

• Net Revenue Retention: Achieve 105%, measured as a trailing six-month average.

• Monthly Recurring Revenue Growth: Achieve 100% of the annual growth target.

• Service Expansion Pipeline: Generate $200,000 in monthly service expansion pipeline opportunities across the division.

• Employee Retention: Maintain an employee retention rate above 90%.

• Portfolio Satisfaction: Maintain a portfolio NPS of at least 8 over a trailing 12-month period.

Benefits:

• Flexible working arrangements: Choose a fully remote, in-office, or hybrid work arrangement, subject to eligibility to work legally in the United States.

• AI-driven work environment: Access to proprietary AI technology and intelligence systems designed to improve research, decision-making, productivity, and strategic execution.

• Leadership opportunities: Significant ownership of commercial strategy, client relationships, team development, product innovation, and divisional growth.

• Professional development: Opportunities to develop leadership capabilities, influence go-to-market strategy, and contribute to the evolution of AI-powered digital marketing.

• Collaborative culture: Work alongside strategists, creatives, analysts, and technologists in a people-first environment that values diverse perspectives, accountability, curiosity, and continuous improvement.

• Meaningful impact: Help consumer services businesses improve marketing performance, strengthen customer acquisition, and achieve measurable growth.