Group Director, Consumer Services

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Group Director, Consumer Services based in the United States.

This is an exciting opportunity to lead client relationships, commercial growth, and strategic innovation across a diverse portfolio of consumer services businesses. You will oversee lead-generation-driven accounts spanning personal finance, home services, hospitality, and other direct-to-consumer markets, with a strong focus on revenue expansion, lead quality, and conversion performance. Combining executive client leadership with people management and financial accountability, you will drive retention, profitability, and sustainable portfolio growth. You will also champion AI-powered workflows and proprietary technology to improve team productivity, strengthen strategic insights, and deliver measurable client outcomes. Working closely with senior leadership, sales, analytics, and media teams, you will shape go-to-market strategy and identify new opportunities for service expansion. This role is ideal for an entrepreneurial, commercially minded leader who can develop talent, navigate complex client challenges, and build scalable systems in an AI-driven digital marketing environment.

Accountabilities:

As Group Director, Consumer Services, you will own the division's commercial performance, client relationships, team development, and AI-enabled transformation. You will combine strategic leadership with hands-on portfolio management to drive measurable growth, strengthen client partnerships, and improve operational efficiency.

• Drive portfolio growth and retention: Own net revenue retention, monthly recurring revenue expansion, and the division's monthly service expansion targets, treating expansion as a primary driver of commercial performance.

• Manage executive client relationships: Personally lead relationships across the top 30–40% of the portfolio by monthly recurring revenue, conduct regular executive check-ins, and maintain strong engagement with priority accounts.

• Monitor client performance and retention risks: Maintain an accurate weekly retention forecast and track lead-generation indicators such as cost per lead, lead-to-sale conversion, booking rates, and speed-to-lead to identify risks before they affect revenue.

• Lead strategic account planning: Develop and co-lead quarterly plans for the highest-priority accounts, implement proactive solutions to performance issues, and build consultative business cases that demonstrate the value of expanded services.

• Identify service expansion opportunities: Develop growth strategies across local and multi-location paid search, local SEO, call tracking, lead routing, financing programs, service plans, membership offerings, and complementary lead-generation services.

• Manage the sales pipeline: Keep Salesforce records, opportunity stages, forecasts, and next steps accurate and up to date on a weekly basis.

• Support new business development: Contribute vertical expertise and executive credibility to final-stage pitches, particularly for larger prospective clients, and collaborate with Sales to improve positioning, marketing collateral, and win rates.

• Strengthen product and market innovation: Bring client insights into product development initiatives, contribute to vertical-specific solutions, and collaborate with innovation teams to improve offerings and address emerging market needs.

• Lead and develop account management teams: Directly manage Account Directors and oversee the Associate Account Director pod, setting clear expectations for performance, client engagement, commercial growth, and professional development.

• Build an AI-native team culture: Coach team members to become strategic growth leaders rather than task managers, increasing client-facing time, accelerating diagnosis, and reducing manual reporting.

• Drive talent development and organizational effectiveness: Own hiring, staffing, capacity planning, career progression, and succession planning. Provide timely, constructive feedback, facilitate development conversations, and prepare high-potential employees for senior leadership roles.

• Establish AI-powered workflows: Design and implement AI systems that automate recurring tasks, surface insights, test hypotheses, and improve team performance. Use rapid prototyping and coding tools to build practical solutions.

• Oversee AI adoption and quality: Determine which AI tools and workflows the division adopts, establish appropriate quality controls, and ensure that client-facing outputs receive the necessary human review.

• Optimize proprietary technology: Use internal AI platforms and intelligence systems across the portfolio, evaluate their insights, and develop division-specific solutions through AI-assisted research and regular adoption audits.

• Manage financial performance: Contribute to division profit-and-loss management and take accountability for portfolio profitability. Forecast churn, service expansion, new business, and efficiency in partnership with senior leadership.

• Build investment and efficiency strategies: Use financial performance data and strategic growth opportunities to develop business cases for hiring and investment while improving efficiency through technology, AI, and process optimization.

• Resolve escalations: Take ownership of issues affecting the direct client portfolio, coordinate appropriate stakeholders, and drive timely, sustainable resolutions.

• Coordinate cross-functional execution: Partner with data intelligence, media planning, and activation teams to maintain alignment between client strategy, marketing execution, and business outcomes.

• Represent the division externally: Contribute industry insights through speaking engagements, thought leadership content, and client-facing perspectives, while serving as an internal resource for consumer services and lead-generation expertise.

Requirements:

The ideal candidate is an experienced digital marketing leader with strong commercial instincts, deep lead-generation expertise, and a proven ability to manage senior client relationships, develop high-performing teams, and scale profitable business operations.

• At least 10 years of leadership experience in a digital marketing agency, including lead-generation client work across personal finance, home services, hospitality, or other direct-to-consumer verticals at Account Director level or above.

• Demonstrated department leadership and people management experience, including managing Account Directors or senior marketing professionals as direct reports.

• Proven experience managing a profit-and-loss statement and driving profitable growth across a client portfolio.

• Deep understanding of lead-generation funnels, including cost per lead, cost per acquisition, call tracking, speed-to-lead, lead quality, conversion rates, and the marketing-to-sales handoff.

• Ability to diagnose structural problems affecting lead quality and conversion, distinguishing marketing performance issues from sales processes, call center responsiveness, or other operational constraints.

• Expertise in channel strategy and lead-generation programs, including local and multi-location paid search, local SEO, call-driven marketing, paid social, programmatic advertising, content, and broader owned, earned, and paid media channels.

• Strong measurement and attribution expertise, including methods for tracking offline conversions such as phone calls, bookings, and in-person or in-home appointments.

• Ability to explain alternative attribution methodologies and marketing performance to skeptical CFOs, finance stakeholders, business owners, general managers, and other senior executives.

• Familiarity with regulatory and compliance considerations affecting lead-generation businesses, including the Telephone Consumer Protection Act (TCPA) and state licensing requirements in personal finance, and their implications for campaign and call-handling strategies.

• Proven success in contract negotiation, client retention, executive relationship management, and revenue expansion.

• A track record of delivering strong client satisfaction, high Net Promoter Scores (NPS), and sustainable retention results across a portfolio.

• Experience with consumer services technology, including call-tracking and lead-routing platforms, local SEO and listings management tools, CRM systems, and multi-location or franchise marketing platforms.

• Strong financial and analytical capabilities, with the ability to forecast revenue, identify growth opportunities, monitor portfolio performance, and make data-driven investment decisions.

• Demonstrated ability to build consultative business cases, lead strategic account planning, and translate client needs into commercially valuable service expansions.

• Experience implementing AI tools, designing automated workflows, and improving team productivity through technology-enabled processes.

• Entrepreneurial mindset and interest in shaping product innovation, go-to-market strategy, and service development rather than focusing exclusively on account management.

• Excellent leadership and communication skills, including the ability to provide candid feedback, develop future leaders, and align cross-functional teams around shared goals.

• Strong organizational skills and the ability to manage competing priorities while maintaining accountability for commercial results and team performance.

Key Performance Indicators:

• Expansion-to-Churn Ratio: Meet or exceed 60%, measured as a trailing three-month average.

• Net Revenue Retention: Achieve 105%, measured as a trailing six-month average.

• Monthly Recurring Revenue Growth: Achieve 100% of the annual growth target.

• Service Expansion Pipeline: Generate $200,000 in monthly service expansion pipeline opportunities across the division.

• Employee Retention: Maintain an employee retention rate above 90%.

• Portfolio Satisfaction: Maintain a portfolio NPS of at least 8 over a trailing 12-month period.

Benefits:

• Flexible working arrangements: Choose a fully remote, in-office, or hybrid work arrangement, subject to eligibility to work legally in the United States.

• AI-driven work environment: Access to proprietary AI technology and intelligence systems designed to improve research, decision-making, productivity, and strategic execution.

• Leadership opportunities: Significant ownership of commercial strategy, client relationships, team development, product innovation, and divisional growth.

• Professional development: Opportunities to develop leadership capabilities, influence go-to-market strategy, and contribute to the evolution of AI-powered digital marketing.

• Collaborative culture: Work alongside strategists, creatives, analysts, and technologists in a people-first environment that values diverse perspectives, accountability, curiosity, and continuous improvement.

• Meaningful impact: Help consumer services businesses improve marketing performance, strengthen customer acquisition, and achieve measurable growth.