Director, Client Services

Job description

Gigantic Playground, a CourtAvenue company, is a fast-growing creative technology agency that creates immersive and interactive experiences that connect people, places, and products in extraordinary ways. Our unique experience + technology approach blends creativity, immersive storytelling, and product innovation to create dynamic experiences that captivate, engage, and delight. As Gigantic Playground continues to expand its portfolio of long-term client partnerships, we are seeking a Director, Business Innovations to lead overall client strategy and innovation, drive organic growth, and strengthen relationships across our most important accounts. This role is central to how we partner with clients, grow their businesses, and position Gigantic Playground as a trusted, long-term innovation partner. The Director, Business Innovations acts as our client’s partner, understanding their business needs and championing them within Gigantic Playground. The Director, Business Innovations is highly accountable and serves as the senior client lead for a major retail account, strategically guiding the business and providing innovative and valuable input to help solve the most complex challenges. They are ambitious, driven to ignite growth, exceptional at navigating ambiguity, and experts in communication. This role is deeply connected to their clients and teams, building meaningful and constructive relationships across both organizations that produce results. The Director, Business Innovation is an extremely external-facing role; representing as the voice of the customer internally and helping the client navigate their own internal complexities. **\*This position requires Retail and Experiential Agency experience\*** ### Key Responsibilities - Own and lead overall client strategy across assigned key accounts, with a focus on innovation, long-term value creation, and sustained growth - Serve as senior client partner for major accounts, acting as a trusted advisor across experience design, omni-channel retail, creative technology, and experience transformation initiatives - Establish and maintain long-term, trusted relationships with senior client stakeholders across retail, entertainment, and global consumer electronics brands - Own the commercial health of the account (budget, margin, and forecasting), partnering with leadership and operations on budget reviews, invoicing, and profitability - Drive organic growth by identifying new opportunities within existing accounts and partnering with internal teams to bring those opportunities to market - Lead and mentor cross-functional teams to ensure exceptional client service, delivery quality, and team engagement - Collaborate closely with Operations, Delivery, and Creative leadership to ensure work is strategically sound, well-scoped, and successfully executed - Guide development of strategic work proposals, renewals, and expansions in partnership with operations and delivery teams - Own the client communication cadence (recurring syncs, status reporting, and approval and dependency tracking) - Act as a senior escalation point for client concerns, ensuring any issues are resolved proactively and constructively - Champion a positive, high-energy culture that supports collaboration, accountability, and long-term partnership mindset - Ensure overall client satisfaction and health of the business, with a focus on achieving high Net Promoter Scores (NPS) ### Essential Skills and Capabilities - Strong strategic thinking with the ability to translate client goals into actionable, growth-oriented plans - Deep experience leading and growing key accounts within a creative technology, digital, or experiential agency environment - Proven track record of driving organic account growth and long-term client relationships - Excellent communication and presentation skills, with confidence engaging senior client stakeholders - High-energy, positive leadership style that inspires trust, collaboration, and momentum - Strong understanding of the retail industry alongside creative technology, tech led experiences, and innovation-led brand strategy - Ability to balance big-picture client vision with hands-on involvement where needed - Natural relationship builder with strong emotional intelligence and team leadership skills ### Requirements - 10+ years of marketing, advertising, technology or client services experience, with hands-on experience running accounts, working with senior stakeholders, and successfully organizing, managing, and delivering a diverse range of innovative projects - Significant experience leading key accounts across retail, technology and global consumer brands - Demonstrated success growing existing client relationships through strategic expansion and innovation - Experience working closely with multidisciplinary teams including strategy, creative, technology, and operations - Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent professional experience) - Experience operating in a fast-paced, client-services environment with senior-level accountability ### Additional Information - Candidates must be located in the Seattle, WA or Los Angeles, CA area. - Role will be hybrid — on-site at the Client location in Seattle as needed with remote flexibility otherwise. - Benefits (medical, dental, and vision) available the first of the month after the date of hire.