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VP, Client Service Leader



Customer Service
Missouri, USA
Posted on Saturday, April 27, 2024

Merge Storytelling and Technology

MERGE promotes health, wealth and happiness in the world by merging storytelling with technology and offers marketing and technology clients full-service capabilities including strategy, creative communications, experience engineering, performance marketing, media and digital platform development. MERGE has enduring client partnerships with American Express, T-Mobile, LG, Subway, Kate Spade NY, Coach, The North Face, Meta, Adobe, BlueCross BlueShield, Abbott, Astellas, Supernus, CSL, GE Healthcare, Broward Health, Indiana University Health, Nationwide and Morgan Stanley. With 800 employees across offices in Atlanta, Boston, Chicago, Denver, Kansas City, Montreal, New York City and Los Angeles, MERGE uses a talent-to-task process that enables clients to think higher and feel deeper about their customers. For more information, visit mergeworld.com.

Promote Health, Wealth & Happiness

We are committed to promoting health, wealth, and happiness in the world by partnering with purpose-driven clients in purpose-driven industries such as healthcare, financial services, and consumer products. Our deep vertical expertise and category insights stem from decade-long partnerships with our top clients.

Emerge to the Top of Your Career

At MERGE, we strive to create a superior work experience where talented and ambitious people grow. An experience that encourages people to think higher and feel deeper. An experience where people engage minds and hearts to do the best work of their careers.

As our VP, Client Service Leader, you will…

Be Accountable and Responsible

To lead internal teams in support of client engagements and position teams to effectively introduce new solutions to changing market conditions. You will act as a senior solution-oriented leader that thrives on developing lasting relationships between the client and agency teams. Utilizing deep industry knowledge and experience, you inspire team members to make our strategy, campaigns and experiences more innovative, smarter, and effective. This position involves consistent consulting and operates at a high level in all aspects of account management. It also requires a depth of healthcare experience, preferably in the health provider space.

Core functional responsibilities include:

  • Serve as the trusted voice of the customer by assimilating customer and marketplace insights into the development of strategies and marketing programs
  • Help clients anticipate changes in their category and the market at large and make forward-looking adjustments to their marketing strategy, from communications to customer experience to supporting technology.
  • Acting as a trusted client advisor who consults with them on strategy, ideas, trends, and thought leadership.
  • Responsible for creating and extending relationships with senior clients to facilitate the overall needs of the client and agency.
  • Grow and diversify client relationships by identifying additional business needs, from digital marketing and technology platforms to brand strategy to communication to data-driven marketing and experience design.
  • Leverages experience to craft strategic and creative solutions, with a strong emphasis on digitally-driven programs, helping to modernize B2B customer experiences and keep pace with the shifting expectations in the B2C space.
  • Incorporate senior staff from other departments appropriately, setting them up to capitalize on new opportunities and collaborate effectively.
  • Manage and grow a team as a mentor and trusted advisor to account team
  • Maintain working knowledge of MERGE solutions and resources and recognize/act upon opportunities.
  • Attends industry events, meetings, conferences, and training as appropriate
  • Other responsibilities as designated

These are the qualifications we’re looking for

  • 12+ years of account management experience with an ad agency and/or consulting firm.
  • Health Provider experience required. Health Plan experience is a plus.
  • Demonstrated expertise in data-driven marketing, website platform understanding, and experience design, combined with knowledge of brand strategy and communications.
  • Bachelor’s Degree or equivalent work experience
  • Ability to evaluate contemporary marketing and customer experience programs across categories and consumer segments. Helps “create the itch,” inspiring clients to strive for the best work of their careers.
  • Willingness to roll up your sleeves to be a constant leader in a highly collaborative environment and to develop and execute business-building strategies
  • Superior client management and relationship skills, especially as it relates to expanding business with existing clients. Emphasis on building relationships across departments, from marketing to technology to product and sales. Business development skills are important for mining opportunities within accounts with multiple communications streams.
  • Superior professional communication and presentation skills
  • Commitment to the client, attention to detail, and strong problem-solving ability



And here’s how we live our values at MERGE

  • Ability. Mastering our craft
  • Agility. Delivering with a growth mindset
  • Humility. Collaborating for shared success

MERGE is proud to be an Equal Opportunity Employer

MERGE welcomes and celebrates diversity regardless of race, religion, color, national origin, gender, sexual orientation, veteran status or people with abilities. We believe that the more diverse we are, the more creative our work will be!