eHouse Studio

Director

• Act as a strategic advisor to a portfolio of high-value accounts by building trust, maintaining open communication, and aligning objectives, challenges, and industry dynamics.
• Own and implement Account Plans by planning activities and leveraging resources to achieve plan objectives.
• Develop and execute customized growth strategies driven by data insights to increase revenue through cross-sell, upsell, and renewals.
• Ensure customer satisfaction through effective use of PM and Strategist resources and realize increasing value from each account.
• Enable effective partnerships and key relationships to develop accounts into potential Key Accounts (High-Touch).
• Strive to be the account’s preferred and trusted vendor through constant study, insight generation, and industry expertise.
• Identify new cross/up-sell opportunities within accounts while retaining spend and defending against competitors.
• Collaborate with cross-functional teams and external partners to deliver innovative, impactful solutions.
• Ensure that the value delivered is clear, measurable, and communicated effectively to all client stakeholders, especially senior executives.
• Achieve or exceed booking, revenue, and profitability targets across your portfolio.
• Proactively identify risks, resolve issues, and set clear expectations to ensure client satisfaction.
• Serve as an escalation point for clients, partnering with service line managers to deliver quick, effective resolutions.
• Maintain accurate and up-to-date CRM data for forecasting and financial planning.

Client Engagement Director

Conversion Rate Optimizer

• Lead strategic engagements for DTC ecommerce brands, including discovery, CRO programs, ongoing retainers, and ad hoc consulting initiatives
• Serve as a trusted strategy partner to clients, providing expertise across site experience, merchandising, acquisition & retention, analytics, US and digital product roadmaps
• Partner with clients to develop and execute data-driven strategies aligned with both short- and long-term business objectives
• Identify conversion optimization opportunities across the full customer funnel, from landing pages and PDPs to checkout and post-purchase experiences
• Develop data-backed hypotheses and testing roadmaps in partnership with UX, Design and Development. Plan, execute and analyze A/B tests and experiments, translating learnings into actionable insights and prioritized recommendations
• Support continuous optimization through iterative testing and performance monitoring
• Conduct strategic analysis using a mix of qualitative and quantitative methodologies, including: User testing, surveys and interviews
• Persona development and journey mapping
• Quantitative data analysis and funnel analysis
• Competitive and heuristic audits
• ROI forecasting, revenue growth modeling, and CLV analysis
• Synthesize complex data into clear, compelling narratives and recommendations that empower clients to make informed decisions
• Collaborate closely with UX, Design and Technical Delivery teams to ensure continuity from strategy through execution across: New site builds and migrations
• Redesigns and feature launches
• Ongoing site optimization and maintenance
• Contribute to internal best practices, frameworks, and thought leadership related to CRO, UX, and eCommerce strategy.

Director, CRO

Growth Marketing

• Lead and mentor marketing services teams, fostering a culture of continuous improvement and professional development.
• Execute billable client work as needed.
• Develop and oversee the execution of data-driven, integrated, client-focused marketing strategies that align with business objectives and drive measurable success.
• Ensure quality control over client deliverables, focusing on strategic insights, accuracy, and alignment with objectives.
• Act as a point of escalation for client issues, ensuring swift and effective mitigation and resolution.
• Build and maintain strong relationships with high-profile clients, serving as a strategic advisor and ensuring their marketing objectives are met and opportunities are identified to cross-sell/upsell.
• Identify gaps in processes, inefficiencies, and areas for improvement in service delivery to enhance operational efficiency and client satisfaction.
• Implement best practices and scalable processes to streamline workflows and improve overall service quality.
• Ensure, through team accountability, that client expectations are clearly defined and consistently achieved, with a focus on meeting or exceeding agreed-upon goals and KPIs.
• Conduct formal business reviews (aka QBRs) with clients, providing insights on performance and future strategies, while ensuring ongoing alignment with their goals.
• Manage client contract renewals, proactively managing timelines and engaging clients to ensure long-term partnerships.
• Manage resource allocation and team capacity to ensure profitability and the timely and successful delivery of projects.
• Review client satisfaction scores (CSAT) regularly, addressing any issues proactively and driving improvements where needed.
• Stay current with industry trends, tools, and best practices, guiding the team in adopting innovative approaches.
• Participate in sales cycles as a Subject Matter Expert (SME).
• Collaborate with executive leadership to identify opportunities for new service lines and revenue streams based on client needs and market trends.
• Assist in the development, testing, and go-to-market strategies for new service offerings, ensuring alignment with the agency's growth objectives.

Client Engagement Director

Director, CRO

Director, Growth Services