Director, Client Services

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.