Director of Client Services

About the role

Reporting to the Vice President of Client Operations and Services, the Director of Client Services will lead, coach and develop a high‑performing production team delivering direct‑mail campaigns. The role balances people leadership, operational discipline, client stewardship and continuous improvement.

Key responsibilities

• Lead and develop a team responsible for direct‑mail production execution, ensuring quality, accuracy and strong client service.
• Manage capacity, workload and staffing in partnership with Business Development, Resource and Accounting teams.
• Identify and implement process improvements to increase productivity, reduce rework and simplify handoffs.
• Promote practical use of technology, data, automation and AI‑enabled tools to improve efficiency and decision‑making.
• Maintain strong client focus by managing expectations, risks and delivering responsive, solutions‑focused service.

Required profile

• Minimum 10 years of client‑based experience in direct‑mail production, operations or related fields.
• At least 6 years of experience managing teams of 8+ direct reports.
• Proven ability to lead through complexity, shifting priorities and change while maintaining accountability.
• Strong business acumen with comfort using data, financial metrics and operational insight for decision‑making.

Required skills

• Technology fluency – comfortable learning new systems, digital tools and identifying automation or AI opportunities.
• Process improvement mindset – ability to question inefficient processes and test better ways of working.
• Excellent communication – clear explanation of complex or technical information to clients, suppliers and staff.