Group Director, Consumer Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of net revenue retention and the growth of expansion MRR for the division, including achieving monthly service expansion targets.

• Personally manage executive relationships with the top 30–40% of the portfolio by MRR.

• Conduct monthly executive check-ins with premier accounts and one-on-one check-ins with priority accounts.

• Maintain a precise weekly retention forecast and manage division retention data.

• Monitor cost-per-lead, lead-to-booked-appointment or lead-to-sale conversion rates, and response times for leads and calls.

• Identify risks early, implement solutions, and lead or co-lead quarterly strategies for top portfolio accounts.

• Develop value-driven, consultative business cases in collaboration with Account Directors.

• Oversee the expansion paths for Consumer Services, including paid search/local SEO, call tracking and lead-routing optimization, and cross-selling adjacent lead-generation offers.

• Ensure the Salesforce pipeline is consistently current, accurate, and updated weekly.

• Act as the frontline for product and vertical innovation, relaying client feedback into Power Circuit.

• Construct and refine Consumer Services reporting frameworks.

• Lead or assist in final-round pitches while contributing vertical expertise to new business initiatives.

• Collaborate with Sales on division go-to-market strategies, collateral, and win rate improvements.

• Directly supervise Account Directors and manage the Associate Account Director team.

• Mentor direct reports as AI-Native Growth Directors and promote AI adoption.

• Oversee hiring, staffing, capacity planning, career development, feedback processes, and talent growth.

• Facilitate training on vertical-specific and AI-native tools, processes, and strategies.

• Develop AI-assisted prototypes and workflows, utilizing Omega and Iris across the portfolio.

• Determine which AI tools and workflows will be adopted across the division.

• Manage division-level AI quality trade-offs and enhance Power Circuit solutions.

• Collaborate with the innovation team to drive enhancements and optimizations.

• Contribute to the division’s P&L and ensure accountability for portfolio profitability.

• Predict churn, service expansion opportunities, new business prospects, and efficiency in partnership with the MD and VP.

• Build business cases for headcount and investment, driving efficiency through technology, AI, and process improvements.

• Take ownership of the resolution for every escalation within the direct portfolio.

• Collaborate with Data Intelligence, Media Planning, and Activation teams.

• Represent Power Digital in the market through speaking engagements, content creation, and client-facing perspectives.

• Serve as an internal knowledge hub for expertise in vertical and division matters.

⛳️ Requirements

• Proven leadership and management experience is essential, including overseeing Account Directors or senior marketers as direct reports.

• A minimum of 10 years of leadership experience within a digital marketing agency, specifically in lead-generation client work across personal finance, home services, hospitality, or other D2C verticals at the AD level or higher.

• Experience managing a P&L focused on profitable growth.

• Strong marketing fluency regarding lead-generation funnels, including cost-per-lead, cost-per-acquisition, call tracking, speed-to-lead, and the marketing-to-sales transition.

• Expertise in local and multi-location paid search, local SEO, and call-driven marketing initiatives.

• Measurement expertise for offline conversions such as calls, bookings, and in-store or in-home visits.

• Familiarity with regulatory and compliance considerations relevant to lead-generation verticals, including TCPA and state licensing in personal finance.

• Experience presenting data-backed recommendations to and challenging C-suite and VP stakeholders.

• Proven expertise in contract negotiation, client retention, and fostering client growth.

• A track record of delivering high NPS and retention metrics across a diverse portfolio.

• Extensive knowledge of owned, earned, and paid marketing channels, including content, SEO, local SEO, paid search, paid social, and programmatic advertising.

• Familiarity with call tracking and lead-routing platforms, local SEO/listing management tools, CRM systems, and multi-location or franchise marketing platforms.

• An entrepreneurial mindset and contributions to product and go-to-market strategies.

🏝️ Benefits

• Flexible work arrangements: 100% remote, in-office, or hybrid options for anyone legally eligible to work in the U.S.

• Commitment to being an Equal Opportunity Employer.

• Emphasis on diversity, inclusion, and belonging across various backgrounds and experiences.