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Group Director, Consumer Services

Method Recruiting
  • CA
  • Instant Apply
10 days ago

Job Description

Group Director, Consumer ServicesA Day in the Life
The Group Director, Consumer Services is our senior client relationship and revenue leader for lead-generation-driven businesses across personal finance, home services, hospitality, and other D2C verticals. Your clients live and die by lead volume, lead quality, and speed-to-lead — cost-per-lead, call and booking conversion, and the marketing-to-sales handoff move faster and get scrutinized harder than in almost any other vertical, and you manage your portfolio the way a fund manager runs a book: you know which accounts compound, which lead flow is at risk of drying up or degrading in quality, and exactly where to spend your time. You are the executive a client calls when a sales team starts complaining about lead quality or a call center falls behind on response time, and the leader an Account Director never wants to let down. The roles you consistently play day-to-day are: portfolio growth owner, talent multiplier, tech forward leader and AI systems thinker.

With our client, retention is the floor, not the job. You are commercially driven first: you personally own executive relationships and expansion revenue for the top of your portfolio, and you hold your team to the same standard. In Consumer Services, that means staying closer to lead quality, speed-to-lead, and the marketing-to-sales handoff than almost any other Group Director role requires — because in this vertical, a drop in lead quality or a slow call response shows up in a client's sales pipeline well before it shows up in a quarterly plan. You coach Account Directors and their teams to operate as AI-Native Growth Directors — faster, sharper, and less buried in manual work than the role has ever required before. You decide which AI tools and workflows the division adopts. Your influence runs beyond Client Experience: you shape your Division's go-to-market position, you're a thought partner to your Managing Director and VP, and you represent us in market on Consumer Services and lead-gen strategy.
Key Responsibilities:

  • Own net revenue retention and expansion MRR for the division; treat expansion as the primary commercial lever of the role and own the division's monthly service expansion target

  • Personally own executive relationships across the top 30–40% of the portfolio by MRR — direct relationship, not delegated

  • Run monthly, relationship-focused executive check-ins with top-tier accounts and 1x1 check-ins with every priority account

  • Maintain an accurate, self-owned retention forecast on a weekly basis — accountable for the accuracy of the division's retention data

  • Track vertical-specific marketing signal such as cost-per-lead, lead-to-booked-appointment or lead-to-sale conversion, and speed-to-lead/call response time, since a breakdown in lead quality or responsiveness shows up in a client's sales pipeline before it shows up in a QBR

  • Diagnose risk early and install fixes, not just responses; lead or co-lead quarterly plans for the top 10% of the portfolio, weighted toward strategic outcomes over metrics recaps

  • Partner with Account Directors to build value-based, consultative business cases — expansion should drive value, not be sold

  • Identify and lead common Consumer Services expansion paths, including local and multi-location paid search/local SEO expansion, call tracking and lead-routing optimization, and cross-sell into adjacent lead-gen offers (e.g., financing programs, service plans, membership offers)

  • Keep the Salesforce pipeline current and accurate — stages, forecast, and next steps updated weekly

  • Serve as the frontline for product and vertical innovation, feeding client signal into Power Circuit

  • Build and evolve vertical-relevant reporting frameworks for Consumer Services, including metrics such as cost-per-lead, lead-to-sale conversion rate, and call/booking quality

  • Lead or play a key leadership role in final-round pitches for prospective clients where support is needed (e.g. $25k+)

  • Bring vertical point of view and executive credibility to new business

  • Partner with Sales to sharpen positioning, collateral, and win rate for the division's go-to-market

  • Directly manage Account Directors and oversee the Associate Account Director pod that supports them

  • Coach every direct report to operate as an AI-Native Growth Director, not a task manager — faster diagnosis, more client-facing time, less manual reporting

  • Evaluate the team on Pulse sentiment, health scores, and expansion weekly — not just activity

  • Raise the floor on AI adoption — no one on the team operates the old way

  • Own hiring, staffing, capacity, and career pathing for the division; facilitate DAPs and career progression conversations

  • Practice radical candor; deliver timely, actionable feedback that accelerates careers

  • Identify and develop key talent for future Sr. Account Director & Group Director roles

  • Lead training on vertical-specific and AI-native tools, processes, and strategies

  • Vibe-codes prototypes to automate repeatable tasks, surface better insights, and test hypotheses quickly

  • Designs AI workflows for the team — builds the system, not just uses the tools; models AI-forward behavior

  • Runs Omega and Iris across the full portfolio and acts on the patterns they surface

  • Decides which AI tools and workflows get adopted, when, and how across the division

  • Owns division-level AI quality tradeoffs — where AI accelerates output, and where it must never touch client-facing work unreviewed

  • Builds and evolves Power Circuit solutions specific to the division with AI-assisted research; runs a monthly audit to confirm adoption

  • Collaborates with the innovation team on enhancements and optimizations that better serve the division's clients

  • Consulted on the division P&L and accountable for the profitability of the portfolio

  • Forecast the four pillars — Churn, Service Expansion, New Business, Efficiency — in partnership with the MD and VP

  • Use the P&L and strategic growth bets to build the business case for headcount and investment; drive efficiency through technology, AI, and process improvement

  • Own resolution of every escalation in the direct portfolio

  • Partner with Data Intelligence, Media Planning, and Activation teams to keep strategy and execution connected

  • Represent Power Digital in market — speaking, content, and client-facing points of view

  • Become the internal knowledge hub other leaders turn to for vertical and division expertise
Role Requirements

  • Department leadership and management experience required — has led Account Directors or senior marketers as direct reports

  • 10+ years of leadership experience in a digital marketing agency, with lead-generation client work across personal finance, home services, hospitality, or other D2C verticals at the AD level or above

  • Experience managing a P&L for profitable growth

  • Deep marketing fluency in lead-gen funnels — cost-per-lead, cost-per-acquisition, call tracking, speed-to-lead, and the marketing-to-sales handoff; understands where that connection breaks down (e.g., a lead quality issue that isn't actually a marketing problem) and how to fix it structurally

  • Channel and program strategy expertise — has built or overseen local and multi-location paid search, local SEO, and call-driven marketing programs, not just supervised execution

  • Measurement expertise: attribution methodology for offline conversions such as calls, bookings, and in-store or in-home visits, where common models fall short for multi-location or regulated lead-gen businesses, and how to present alternative methodologies to a skeptical CFO or finance stakeholder

  • Familiarity with regulatory and compliance considerations relevant to lead-gen verticals (e.g., TCPA, state licensing in personal finance) and how they shape campaign and call-handling design

  • Has presented to and pushed back on C-suite and VP stakeholders when the data supported it — can hold a credible, data-backed conversation with a skeptical owner, GM, or finance executive about marketing's contribution to lead volume and quality

  • Expertise in contract negotiation, client retention, and client growth

  • Proven track record delivering high NPS and retention metrics across a portfolio

  • Extensive knowledge of owned, earned, and paid marketing channels — content, SEO and local SEO, paid search, paid social, and programmatic

  • Familiarity with Consumer Services-specific platforms and tools: call tracking and lead-routing platforms, local SEO/listings management tools, CRM systems, and multi-location or franchise marketing platforms

  • Entrepreneurial spirit — energized by building, not just operating; contributes to product and go-to-market strategy, not just client management
Key Performance Indicators (KPIs)
Primary: Meet or exceed a 60% Expansion-to-Churn Ratio (ETCR) on a trailing 3-month average

Secondary Expectations:

  • 105% net revenue retention (trailing 6-month average)

  • 100% MRR (Monthly Recurring Revenue) Growth target achievement (set annually)

  • $200K in monthly service expansion pipeline creation across the division

  • +90% employee retention rate

  • Portfolio NPS at or above 8 (trailing 12 months)
Most Important Things (MITs)

  • Division Business & Team Leadership

  • New Business & Service Expansion Leadership

  • Product Quality, AI & Systems Development

  • Client Portfolio Ownership

Numbers & Facts

LocationCA

Skills

  • Advertisingunmatched
  • Artificial Intelligence (AI)unmatched
  • Business Caseunmatched
  • Call Center Evaluationunmatched
  • Call Monitoringunmatched
  • Campaignsunmatched
  • Channel Marketingunmatched
  • Channel Strategiesunmatched
  • Coachingunmatched
  • Consultingunmatched
  • Consumer Marketingunmatched
  • Contract Negotiationunmatched
  • Cost-Per-Leadunmatched
  • Cross-Sellingunmatched
  • Customer Experienceunmatched
  • Customer Relationsunmatched
  • Customer Relationship Management (CRM) Systemsunmatched
  • Customer Retention/Renewalunmatched
  • Customer Support/Serviceunmatched
  • Direct Marketingunmatched
  • Entrepreneurshipunmatched
  • Executive Relationshipsunmatched
  • Financeunmatched
  • Forecastingunmatched
  • Fund Managementunmatched
  • Head of Financeunmatched
  • Identify Issuesunmatched
  • Leadershipunmatched
  • Licensingunmatched
  • Market Entry Strategyunmatched
  • Marketingunmatched
  • Media Buying and Planningunmatched
  • Metricsunmatched
  • Online Marketingunmatched
  • Outbound Marketingunmatched
  • People Managementunmatched
  • Performance Metricsunmatched
  • Personal Financeunmatched
  • Process Improvementunmatched
  • Profit & Lossunmatched
  • Profit & Loss Managementunmatched
  • Program Planningunmatched
  • Regulatory Complianceunmatched
  • Riskunmatched
  • Salesunmatched
  • Sales Closing Skillsunmatched
  • Sales Managementunmatched
  • Sales Pipelineunmatched
  • Sales Prospectingunmatched
  • Search Engine Marketing (SEM)unmatched
  • Search Engine Optimization (SEO)unmatched
  • Talent Managementunmatched
  • Vertical/Industry Marketingunmatched
  • Website Conversionunmatched

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