LOCATION:

• For those that live within a reasonable commuting distance  of a BDA location — Woodinville, WA; Atlanta, GA; Austin, TX; Dallas, TX; Troy, MI; or Indianapolis, IN — the role offers a flexible onsite schedule of onsite 4 days per week (with 1 day remote). There is a strong preference to hire near one of these locations.

• This role is remote for candidates not located within a reasonable commuting distance from one of our BDA office locations.

Position Summary

As a key member of the Sales Leadership Team, the Director, Client Services plays a vital role in both the strategic direction and day-to-day leadership of assigned enterprise and hybrid client accounts. This role requires a dynamic leader who combines strong sales and operational acumen with the ability to drive strategic growth, mentor high-performing teams, and build trusted long-term client and internal partnerships.

You will be responsible for leading a team which may consist of National Account Director(s), National Account Manager(s), Account Manager(s) and Associate Account Manager(s), driving revenue growth across a portfolio of enterprise accounts, and ensuring consistent, high-quality delivery of branded merchandise solutions that meet client objectives and contractual commitments. This is a client-centric, results-driven position focused on delivering value through partnership, innovation, and operational excellence.

Key Responsibilities

Strategic Leadership & Planning

• Collaborate with Sales, Program and Operational leadership to define account-specific growth strategies and align them with overall business objectives.
• Lead strategic planning sessions with account teams to develop marketing, promotional, and brand engagement strategies for key clients.
• Analyze financial data, sales trends, and client performance to craft strategic plans and ensure continued margin and revenue growth.
• Represent client needs within BDA and act as a key voice in Sales Leadership discussions, contributing to broader company planning and best practices.

Client Relationship Management

• Serve as the sales leadership point of contact for a portfolio of enterprise accounts, building long-term, trusted partnerships with clients.
• Lead efforts to understand and address client priorities, KPIs, and brand compliance standards while proactively identifying opportunities for added value.
• Oversee the development and execution of Quarterly/Annual Business Reviews (QBRs/ABRs) and other strategic initiatives.
• Monitor and enhance client satisfaction using data and insights such as NPS and VOC feedback.

Team Leadership & Development

• Manage, mentor, and develop a team of Account Managers and support staff, fostering a culture of accountability, collaboration, and continuous growth.
• Continually ensure updated Large Account Management Plans are well- documented for clear achievable strategy goals, executed by assigned team members, followed by all internally, and are designed to meet and exceed client expectations.
• Create client purpose, vision and business objectives which extend out from one to three years as a proactive retention strategy.
• Conduct regular 1:1s, team meetings, performance reviews, and coaching conversations to ensure alignment with KPIs and forecast goals.
• Support professional development, identify leadership potential, and create growth opportunities within the team.
• Partner with HR to lead hiring, onboarding, and talent planning efforts.

Operational Execution & Sales Enablement

• Monitor team activity to ensure Salesforce CRM compliance, accurate forecasting, pipeline health, and timely quote/order processing.
• Oversee execution of large client projects and ensure alignment with internal resources, vendors, and compliance procedures.
• Collaborate with internal departments including Programs, Marketing, Merchandising, Sales Ops, and Finance to support seamless service delivery.
• Proactively forecast resource needs and potential allocations within assigned sales team and internally.
• Manage assigned P&L, budget targets, and OPEX controls to ensure both revenue growth and margin preservation.
• Client contract negotiation, content drafting, amendment/addendum drafting, execution management.

Cross-Functional & External Engagement

• Actively engage with industry trends, client industries, and marketplace developments to bring fresh insights and innovation to clients.
• Support business development efforts and assist with strategic pitches, program launches, and new client onboarding as needed.
• Represent the voice of the client in internal forums and act as a liaison across cross-functional teams.

Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or related field.
• 10+ years of experience in enterprise sales, account management, or client services, preferably in the branded merchandise or promotional products industry.
• 5+ years of direct team leadership and sales management experience.
• Strong track record of strategic client relationship management and revenue growth.
• Proficient in Salesforce or similar CRM platforms; strong Excel and PowerPoint skills.
• Exceptional communication, presentation, and negotiation skills, especially with executive-level clients.
• Financial acumen, including budgeting, forecasting, and margin analysis.
• Ability to manage multiple priorities in a fast-paced, client-focused environment.
• Willingness to travel approximately 50%.

Key Competencies

• Strategic and critical thinking with hands-on execution capability
• Leadership through collaboration and accountability
• Client-first mindset with a passion for brand building
• Analytical, data-driven decision making
• Creative problem-solving and adaptability

We are pleased to share the base salary range for this position is $150k to $180k. If you are hired at BDA, your compensation will be determined based on factors that may include geographic location, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any offer. In the spirit of pay transparency, the range listed is the full base salary range for the role and hiring at the top of the range would not be typical, in order to allow for future salary growth. The range listed is just one component of BDA’s total compensation and rewards programs, which includes: robust PTO; vacation, a paid volunteer day, holidays and summer Fridays, Benefits; medical, dental, vision, life, and AD&D insurance, 401k; tuition reimbursement, mental health and financial wellness programs and professional development opportunities including tuition reimbursement. Certain revenue-generating positions may be eligible for incentive compensation.

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#LI-Onsite

Location Requirement:

• This role follows a flexible onsite schedule and requires working onsite four (4) days per week, with one (1) remote day, at one of the following BDA office locations: Woodinville, WA, Atlanta, GA (ideal), Austin or Dallas, TX, Troy, MI, Indianapolis, IN
• To be considered, candidates must live within a reasonable commuting distance of one of these offices, as regular in-person collaboration is essential to this role.

Position Overview: 
The Director of Operations, Program Management is a senior leadership role responsible for driving operational excellence across multiple programs. This position oversees a team of managers and leads (3–8 direct reports, total team size 20–30 employees) and serves as a critical partner to cross-functional leaders to ensure streamlined processes, consistent execution, and adoption of best practices. Balancing both strategic leadership and hands-on execution, this role plays a key part in optimizing operational workflows, ensures on time product launches, and ongoing program execution and delivering business results. 

This leader operates at the intersection of eCommerce, operations, and technology, translating business strategy into disciplined execution. They will own program governance, standardization, and performance management across a high-volume, fast-paced environment, ensuring consistent delivery against timelines, budgets, and client expectations.

A critical component of this role is strong communication and executive presence, the ability to clearly articulate operational strategy, influence cross-functional stakeholders, and confidently present insights, risks, and recommendations to senior leadership and clients.

The ideal candidate is both strategic and hands-on, someone who can build structure in ambiguity, drive accountability across cross-functional teams, and continuously improve how work gets done at scale.

Key Responsibilities 

• Leadership & Team Development

• Lead, coach, and develop a high-performing team of program managers, supervisors, and operations leads.
• Establish clear roles, accountability frameworks, and performance expectations across all levels.
• Build bench strength and succession plans to support organizational growth.
• Foster a culture of ownership, urgency, and continuous improvement.
• Communicate priorities, performance expectations, and organizational changes with clarity and consistency.

• Program Execution & Delivery Excellence

• Own end-to-end execution of eCommerce programs, including product launches, site updates, and ongoing merchandising initiatives.
• Ensure programs are delivered on time, within scope, and aligned to client and business expectations.
• Implement standardized program management frameworks, tools, and best practices across all programs.
• Drive consistency in intake, scoping, execution, and delivery across all client accounts.
• Proactively communicate program status, risks, and mitigation plans to stakeholders and executive leadership.

• Process Optimization & SOP Governance

• Design, implement, and continuously improve scalable operational processes and SOPs.
• Identify inefficiencies and bottlenecks across workflows (order management, content deployment, site readiness, etc.) and implement solutions.
• Establish quality control standards and audit mechanisms to ensure execution accuracy.
• Lead initiatives to reduce cycle times and increase throughput without sacrificing quality.
• Ensure documentation is clear, actionable, and easily adopted across teams.

• Cross-Functional Alignment

• Partner closely with purchasing/planning, merchandising, creative, sales, and technology teams to ensure alignment on priorities and execution plans.
• Act as the operational bridge between strategy and execution, ensuring clarity of requirements and timelines.
• Improve communication flows, handoffs, and accountability across departments.
• Influence decision-making through clear, concise, and data-backed communication.

• Program Governance & Planning

• Own program governance structures, including intake processes, prioritization frameworks, and resource allocation.
• Oversee integrated calendars for product launches, site updates, and key milestones across all programs.
• Ensure capacity planning aligns with demand forecasts and business growth targets.
• Present program plans, tradeoffs, and resourcing needs to senior leadership for alignment and decision-making.

• Performance Management & KPI Reporting

• Define and track key operational KPIs (e.g., SLA adherence, cycle time, launch accuracy, backlog health, productivity).
• Build and deliver executive-level reporting with actionable insights and recommendations.
• Drive accountability across teams through data-driven performance management.
• Clearly communicate performance trends, risks, and opportunities to leadership in a concise and compelling manner.

• Financial & Resource Management

• Oversee program-level financials, including labor planning, cost management, and efficiency targets.
• Align resource allocation with program demand and business priorities.
• Identify opportunities to optimize cost structures while maintaining service levels.
• Present financial insights and tradeoffs to leadership to support informed decision-making.

• Change Management & Strategic Initiatives

• Lead large-scale operational initiatives, including new program launches, process transformations, and organizational changes.
• Drive adoption of new tools, processes, and ways of working across teams.
• Support company-wide strategic priorities and Wildly Important Goals (WIGs) through operational execution.
• Serve as a visible leader and communicator during periods of change, ensuring alignment and clarity at all levels.

• Technology & Systems Enablement

• Partner with Technology and Product teams to define and prioritize system enhancements and tool improvements.
• Drive adoption and optimization of eCommerce platforms, workflow tools, and reporting systems.
• Translate operational needs into scalable system requirements and automation opportunities.
• Communicate technical concepts and tradeoffs effectively to non-technical stakeholders.

Qualifications 

• Bachelor’s degree in Business, Operations Management, or related field (MBA preferred).
• 10+ years of experience in operations, program management, or eCommerce execution.
• 5+ years of leadership experience managing managers and scaled teams.
• Proven experience leading high-volume eCommerce operations (product launches, merchandising, or digital content execution).
• Strong understanding of eCommerce ecosystems, including platforms, product lifecycle, and digital merchandising workflows.
• Demonstrated success in building and scaling operational processes in fast-paced, ambiguous environments.
• Exceptional program management and organizational skills with the ability to manage multiple complex initiatives simultaneously.
• Strong executive presence with experience presenting to and influencing senior leadership (VP/C-suite).
• Data-driven mindset with experience leveraging KPIs, dashboards, and reporting tools to drive decisions.
• Experience with project management and workflow tools (e.g., Smartsheet, Asana, Monday.com, Jira).
• Strong problem-solving skills with a bias for action and continuous improvement.

Reporting Structure 
This role reports directly to the DVP of Operations.

Travel Requirements
10%

What Success Looks Like

First 90 Days

• Establish credibility and trust with cross-functional partners (Planning, Purchasing, Merchandising, Sales, Creative, Finance and Technology) through clear communication and partnership.
• Complete a comprehensive assessment of current programs, workflows, team structure, and operational gaps.
• Gain full visibility into active programs, key clients, and upcoming launch calendars.
• Identify immediate risks, inefficiencies, and quick-win opportunities; work with XF partners to begin implementing targeted improvements.
• Align team on priorities, roles, and performance expectations; stabilize execution where needed.
• Standardize core reporting and begin delivering consistent, concise updates to leadership on program health, KPIs, and risks.
• Build relationships with key clients/stakeholders and confidently represent operations in leadership discussions.

Within 6 Months

• Implement scalable program management frameworks, SOPs, and governance models across all eCommerce programs.
• Demonstrate measurable improvements in key KPIs (e.g., on-time launch, in stock rates, SLA adherence, quality/accuracy).
• Establish a predictable, well-communicated operating rhythm (intake, planning, execution, reporting).
• Drive stronger cross-functional alignment, reducing friction and improving speed-to-market for launches and updates.
• Partner with Technology to prioritize and implement system or tooling enhancements that increase efficiency and visibility.
• Build a high-performing leadership team with clear accountability, development plans, and succession readiness.
• Deliver clear, data-driven executive presentations that influence decision-making and reinforce operational credibility.

Within 12 Months

• Fully operationalize a scalable, efficient eCommerce program management model that supports business growth.
• Achieve sustained improvements in productivity, cost efficiency, and program delivery quality.
• Establish operations as a strategic partner to Sales, contributing to revenue growth and client satisfaction.
• Lead successful execution of large-scale initiatives (new client launches, platform expansions, or operational transformations).
• Create a culture of continuous improvement, accountability, and operational excellence across the organization.
• Be recognized as a trusted leader with strong executive presence, consistently influencing strategy and driving results at the leadership level.

We are pleased to share the base salary range for this position is $135,000 to $155,000. If you are hired at BDA, your compensation will be determined based on factors that may include geographic location, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any offer. In the spirit of pay transparency, the range listed is the full base salary range for the role and hiring at the top of the range would not be typical, in order to allow for future salary growth. The range listed is just one component of BDA’s total compensation and rewards programs, which includes: robust PTO; vacation, a paid volunteer day, holidays and summer Fridays, Benefits; medical, dental, vision, life, and AD&D insurance, 401k; tuition reimbursement, mental health and financial wellness programs and professional development opportunities including tuition reimbursement. Certain revenue-generating positions may be eligible for incentive compensation. 

#LI-Onsite

#LI-LG1

POSITION SUMMARY

In this role, you are both strategic and sales-driven to manage and grow a portfolio of high-value enterprise and hybrid accounts within the branded merchandise industry. This role requires a deep understanding of the promotional products space, strong enterprise-level relationship management, and a proven ability to drive revenue growth through strategic planning, value-driven selling, and cross-functional collaboration.

You must be both a strategist and a closer and thrive on expanding client relationships, exceeding sales goals, and delivering creative solutions that align with brand compliance and client marketing objectives.

LOCATION:

• Preferred residence within New Jersey, New York (Metro), or Philadelphia area

KEY RESPONSIBILITIES

Strategic Sales & Account Growth

• Prepare and maintain an actionable strategic account plan using the OST model (Objective, Strategy, Tactics) for all assigned accounts focused on quarterly budget attainment (profit and margin results).
• Own and exceed sales and margin goals across assigned accounts.
• Identify new opportunities within existing accounts to drive incremental revenue through strategic prospecting and relationship building.
• Act as a trusted advisor to clients, aligning merchandise strategies with their broader marketing and brand objectives.
• Lead Quarterly Business Reviews (QBRs) and Account Business Reviews (ABRs), delivering insights, performance metrics, and strategic roadmaps.
• Forecast revenue and contribute to long-term strategic planning for key accounts.
• Ensure data hygiene guideline compliance. Manage all opportunities, tasks, and key performance indicators to prescribed guidelines through insights from Salesforce CRM, promo and program performance analysis, and proactive recommendations.

Client Relationship & Brand Stewardship

• Build and maintain strong relationships with client stakeholders, serving as the primary point of contact.
• Ensure full compliance with brand guidelines, contracts, and program standards.
• Deliver proactive, solutions-oriented support to meet evolving client needs, acting as both consultant and problem-solver.

Cross-Functional Collaboration

• Work closely with Creative, Merchandising, Programs, Sales Ops, Supplier Relations, and other internal teams to deliver a best-in-class client experience.
• Develop merchandise strategies that reflect market trends and elevate the client’s brand.
• Coordinate and manage multiple complex projects with varying scopes, timelines, and logistical considerations.

Operational Execution

• Ensure client pre-sale, order and approval processes, supplier compliance standards and production timeline expectations are met
• Ensure all project communications, updates, and deliverables meet client and internal expectations.
• Accurately log and manage account activity in Salesforce to ensure full pipeline visibility and performance tracking.

Client Events & Onboarding

• Successfully onboard new enterprise clients, ensuring a smooth and strategic launch.
• Coordinate and attend client events as needed, ensuring high satisfaction and brand alignment.
• Participation in departmental and other meetings as required
• Other duties as assigned by direct manager, sales leadership and/or executive team

Qualifications

• Bachelor’s degree in Marketing, Communications, Business, or related field.
• 5+ years of experience in the branded merchandise/promotional products industry preferred.
• 3+ years of beer supplier or distributor experience is required.
• 2+ years of experience in the North Eastern beverage industry experience strongly preferred.
• Proven track record of sales success and strategic account growth.
• Exceptional communication skills — written, verbal, and interpersonal.
• Highly detail-oriented with strong organizational and project management skills.
• Comfortable working independently and collaboratively in a fast-paced, dynamic environment.
• Strong judgment, professionalism, and ability to navigate sensitive client interactions.
• Proficient in Microsoft Office Suite; Salesforce experience strongly preferred.
• High level of curiosity, accountability, and a proactive, solution-oriented mindset.
• Ability to manage multiple priorities in a fast-paced, client-focused environment.

#LI-Remote 

#LI-LG1

We are pleased to share the base salary range for this position is $70,000 to $85,000 plus incentive compensation. If you are hired at BDA, your compensation will be determined based on factors that may include geographic location, skills, education, and experience. In addition to these factors, we believe in the importance of pay equity and consider internal equity of our current team members as a part of any offer. In the spirit of pay transparency, the range listed is the full base salary range for the role and hiring at the top of the range would not be typical, in order to allow for future salary growth. The range listed is just one component of BDA’s total compensation and rewards programs, which includes: robust PTO; vacation, a paid volunteer day, holidays and summer Fridays, Benefits; medical, dental, vision, life, and AD&D insurance, 401k; tuition reimbursement, mental health and financial wellness programs and professional development opportunities including tuition reimbursement. Certain revenue-generating positions may be eligible for incentive compensation.