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The Client Experience Director is a senior, client-centric leader with a strong background in media, marketing and integrated communications. This role is responsible for owning senior client relationships, guiding strategic conversations, and ensuring seamless delivery of complex, multi-channel media and cultural campaigns for Dr. Martens.

The role partners closely with Arena UK leadership and cross-functional teams across planning, investment, analytics, and activation. A strong understanding of media disciplines is essential, alongside exceptional communication, organisational and leadership skills.

This position requires someone who can operate confidently at a global level, connect the dots across markets TAKING Global strategy through to local nuance, and proactively identify opportunities for growth, innovation and added value for both client and agency.

We are looking for someone with:

• Extensive experience in client leadership, account management or client experience roles within media or integrated agencies.

• Strong understanding of media planning, investment, analytics and activation across AV, digital, social, OOH and partnerships.

• Proven ability to manage senior client relationships and complex, multi-market accounts.

• Exceptional communication, organisational and problem-solving skills.

• A strategic, culturally curious mindset with a passion for brands, creativity and innovation.

• Experience working across global or regional client structures is highly advantageous.

Job Description

The position requires someone who is passionate and wants to be at the heart of culture. We need an enthusiastic and pro-active candidate who ideally has previous retail experience, as they will be overseeing Dr Martens across the US and Canada. The role will be working across all media channels, including AV, Social, OOH and media partnerships. Familiarity with insight tools and media planning tools would also be beneficial. There is also a big focus on Search and Affiliates and we are looking for a candidate with experience across these two disciplines, who is as confident having conversations around brand campaign launches, as they are with performance planning. In practice this looks like having a strong working knowledge of the channels and landscape, key developments and being able to confidently and competently liaise with clients and activation specialists.

Due to the nature of our agency and business, the candidate must have brilliant inter-personal skills and be able to multi-task to an exceptional level, with excellent organisational skills. Due to the nature of the role, sitting with the Havas US team, but working into the Arena UK team you will be able to operate autonomously, whilst being connective and collaborative and a team-player. For this specific role you will work with a US based strategist and the wider team of 10 in the UK and always be cognisant of the high level of service to our clients that is expected. The candidate should also be a creative thinker – someone who is willing to put forward smart, innovative and creative ideas to help address our client’s challenges and able to work in partnership with the UK based team to seemingly bring localised excellence to life. Experience working asynchronously, being able to self-start and working with international/ hybrid teams will be beneficial.

Day to day responsibilities

Client Leadership & Strategy

Serve as a senior, trusted client partner for Dr. Martens, building and maintaining strong relationships based on expertise, confidence and credibility.

• Act as the primary client experience lead in New York, while aligning closely with Arena UK and global stakeholders.

• Understand client business objectives deeply and provide strategic guidance that aligns media and cultural activity to brand and commercial goals.

• Demonstrate strong pattern recognition and strategic connectivity, proactively identifying opportunities, risks and solutions across markets and disciplines.

• Stay close to cultural, category and industry headlines, ensuring relevant POVs, insights and competitive intelligence are shared with clients.

Cross Functional Leadership & Delivery

• Ensure internal teams are aligned on client priorities, scopes and expectations, adjusting support and resources as required.

• Lead and oversee the delivery of high-volume, complex media and media technology projects across multiple channels and markets.

• Facilitate seamless integration between Media, Creative, Culture, and specialist teams across the Havas Village.

• Champion best-in-class processes while maintaining flexibility in a fast-paced, dynamic environment.

• Act as a bridge between Arena UK, US teams, and partner agencies to ensure consistency and quality of output.

Operational Excellence

• Own and oversee timelines, SLAs and scopes of work, ensuring projects are delivered on time and to the highest standard.

• Lead internal status meetings and contribute to senior-level client status reporting and presentations.

• Ensure quality control across all outputs, from planning through activation and reporting.

• Support the development and articulation of clear processes, documentation and ways of working across teams.

• Manage work relative to agreed scope and proactively flag opportunities for growth or risk mitigation.

Team & Agency Leadership

• Foster strong collaboration, knowledge sharing and communication across teams and geographies.

• Provide leadership, guidance and mentorship to account and client experience team members.

• Be a team-player who encourages a culture of curiosity, creativity and proactivity—particularly around culture, entertainment and innovation.

• Represent Arena and Havas at relevant industry, cultural and client events.

• Opportunities for travel to Portland, LA and London.

155K

We are seeking a detail-oriented and organized Travel Manager to join our team. Must have Travel Management experience, business travel industry, corporate travel operations, hotel industry, or travel technology, not just a travel arranger!

Havas Network is home to more than 10,000 professionals that offer best-in-class services in the fields of media planning and buying, mobile strategy, data consulting, performance marketing, location-based media and social media across 150 countries worldwide.

The Travel Manager responsibilities include managing corporate travel service providers, support to negotiations contracts and managing relationships with travel suppliers, assisting all travel arrangements for the organization, and developing strategies to improve travel programs.

Our ideal candidates have a strong understanding of the travel industry, excellent problem-solving skills, and an ability to negotiate effectively.

Ultimately, the role of the Travel Manager is to ensure all travel arrangements run smoothly and align with the needs and requirements of the company.

Description:

The Travel Manager is responsible for the improvement of the Travel process in Havas. He/she is the single point of contact for the Group. He/she is in charge to coordinate the different parties involved in the process (HR, Indirect Purchasing, IT, and Finance).

The travel manager is responsible for planning, organizing, and implementing travel plans. Travel manager is responsible for cost management, ensuring safety and comfort of the travelers, and make sure all travel operations run smoothly.

He / She is responsible for:

• Constantly looking for travels spent reduction opportunities in coordination with Indirect Procurement (in charge of negotiation)
• Monitor spends in CONCUR / Travel Agency Reports (by supplier, by entity, trends, …) with IdP commodity buyer,
• Identify savings opportunities for further IdP negotiation,
• Monitor KPI and actual billing from CONCUR and Travel Management Company.

• Ensure better compliance vs global policy from Havas employees
• Develop and implement corporate travel policies,
• Define and execute data analytics based on actual data to track deviances vs policy,
• Communicate with organization management results analysis on main issues,
• Coordinate internal control and internal audit, when necessary,
• Push in all Havas agencies for digitalization (no more paper) when possible.

• Push for continuous process improvement and standardization
• Ensure CONCUR is widely used (no local tools),
• Promote a core model for all Havas agencies,
• Reduce cash advance as much as possible,
• Work with IT to automate interfaces master data synchronization,
• Ensure CONCUR core model is consistent
• Provide advice on travel documents and insurance.

• Propose updates of local Travel Policy for HR and Finance validation
• support Q&A on Global / Local Travel Policy,
• propose changes,
• manage validation by HR,
• update communication tool in Havas with best practices and Q&A.

• Point of contact with travel suppliers:
• Point of contact for CONCUR and Travel Management company,
• Inform travelers of CONCUR, TMC’s warning messages / alerts,
• Maintain with CONCUR and TMC’s list of critical blocking points, activate an action plan to solve them,
• Ensure compliance with procedures and service quality,
• Stay informed about travel industry trends and best practices,
• Stay updated through workshops, seminars, and industry conferences.

• Point of contact with travelers and travel arrangers:
• Collect complaints, travel problems and find solutions with suppliers,
• Ensure compliance with procedures and service quality,
• Assist Travelers and travel arrangers (EAs),
• Propose travel trainings

The ideal candidate has:

• Proven work experience as a Travel Manager,
• Knowledge of international travel regulations, customs and currencies,
• Knowledge of T&E reporting and processing,
• Working knowledge of MS Office software,
• Excellent communication (oral and written) and negotiation skills,
• Well-organized and reliable,
• An analytical mind with strong business acumen,
• Customer-oriented approach,
• High school diploma or equivalent; bachelor’s degree is preferred,
• At least 5 years’ professional experience in Travel management context,
• Professional experience in an advertising / communication context is a plus,
• Focus on rigor, analytical skills,
• Strong ability to communicate across global / local organization,
• Ability to work in a matrix organization in Shared Services, Finance, Purchasing and HR functions,
• Responsiveness and problem resolutions skills,
• Experience in CONCUR is a real plus,
• English language mandatory (another language like French is a plus).

Additional Information

• Job Title: Travel Manager
• Work Environment: Office setting, hybrid 2 days in the office. Some local / regional trips may be required for meetings with travel suppliers.
• Reporting Structure: Reports to the Global Travel Manager.
• Location: New York City (Hudson Street)
• Minimum of 3 years work experience in the business travel industry, corporate travel operations, hotel industry, or travel technology area required.
• College degree highly desired
• RACI Travel Manager vs travel Buyer
• RACI (vs commodity buyer)

• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience.

Salary: $100,000 -$110,000 annually, based upon experience and qualifications, as well as market and business considerations.

The Account Manager will provide support in a client-facing role to our Client Services Team. You will guide clients in making informed business decisions by presenting and delivering top performing media strategies and campaigns.

The Account Manager will also interface with and utilize other departments within the agency (Analytics, Media Buying, Accounting, Strategy & Communications Planning), and apply marketplace knowledge when developing knowledgeable campaign strategies.

WHAT YOU'LL DO:

Client & Account Management

• Initial point of contact for client when in a client-facing role; leading client calls with results, updates, budgets, troubleshooting questions, etc.
• Actively lead client kick-off meetings and communicate media strategy and development
• Develop media proposals and build out test schedules for clients utilizing performance history
• Manage the execution of the media schedule and media optimization to deliver against client budgets and performance KPIs
• Communicate regularly and effectively with internal teams regarding status of campaigns and scheduling
• Interfaces accordingly with Media Buyers and client to execute against proposed plan
• Manages timeline of deliverables by keeping owners on track (Analytics, Client, Business Development…)
• Managing client payments per terms of signed contract agreements
• Establishes client reporting metrics and prepares for weekly performance calls; provides campaign insights and program roadmap
• Quality control oversight of data output for media campaign results (VP, attribution, dashboard) to ensure proper reporting is executed
• Utilize understanding of market and media landscape (category, consumer, competition, creative... etc.) when providing strategic recommendations for their campaigns/programs

Business Development

• Individual will be confident in speaking to our full suite of agency services to identify incremental growth opportunities and access to the right talent (Digital, Creative, Analytics)
• Support Growth Team with new business efforts and recommendations for testing strategies

Character & Interpersonal Skills

• You work well under pressure, while maintaining accuracy, strict confidentiality, and a professional demeanor
• You are approachable and enjoy interacting with people at all levels of the organization and fostering strong cross-functional teamwork, and can do so effectively
• You work well in a collaborative environment as well as individually
• You have strong interpersonal communication skills, both written and verbal
• You are detailed oriented, well organized, and able to thrive in a deadline-driven environment
• You have a desire and ability to thrive in a fast-paced environment
• You are self-motivated and self-aware; inquisitive, proactive & strong initiative (learns/ask questions, applies, grows)

Personal Development & Training

• Engages with other internal/external resources on an as needed basis
• Mentor and develop junior team members, Account Executives and Account Coordinators
• Some travel may be required

WHO YOU ARE

Position Requirements:

• Minimum 4 years’ experience in account management, preferably in a media, performance marketing or direct response capacity
• You have a proven track record of account success and a reputation for excellence and organization
• You can manage multiple projects with short timelines in a fast-paced dynamic environment and experienced in managing projects from concept to completion

Preferred Education, Experience, and Skills:

• Bachelor’s degree in marketing, Advertising, Business or related field of study preferred
• You have experience with media buying, traffic, data operations, invoicing, sourcing, and analytics a plus
• You are proficient in Microsoft Suite and especially Excel and Microsoft PowerPoint
• Knowledge with various reporting systems and software

WHO WE ARE

At Havas Edge we are an award-winning, international, performance marketing agency with a proven track record of helping clients succeed. We're an integrated agency that embraces every media channel; an agency that loves data and analytics, and a passionate partner committed to giving clients more for less. With expertise across all digital, broadcast, and media domains, we help our clients build their businesses and brands - in that order.

Havas Edge is part of the Edge Performance Network (EPN), a full-service, global performance marketing network. The EPN offers clients expertise in all aspects of performance marketing, from analytics to strategy, creative and production, media planning, and buying across all channels, as well as the industry’s best attribution and modeling capabilities.

We are a full-service, direct response agency, headquartered in Carlsbad, CA with offices and affiliated offices in Boston, MA; Dallas, TX; London, UK; Los Angeles, CA; and Paris, FR.

Havas Edge is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status, or any other basis provided by federal, state, or local law.

We foster a culture where ideas and decisions from all people help us grow, innovate, and create the best work to be relevant in a rapidly changing world. We offer a competitive salary, comprehensive benefits package, 401(k) match, and more! We pride ourselves on having a highly collaborative environment and seek individuals who thrive in a similar capacity. Ready to join?