Client Services Manager

Job Description

Job DescriptionABOUT GRATSY
Gratsy is a female-founded experiential marketing agency that brings brands to life through unforgettable product experiences. We don't just market products - we put them directly into consumers' hands and create moments they actually remember.
From highly targeted direct-to-home sample boxes to immersive live events, pop-ups, and retail takeovers, plus buzz-worthy celebrity and talent partnerships, we manage every detail from concept to execution.
If you're excited by bold ideas, fast pace, and turning brands into real-world experiences that spark connection and loyalty - you'll fit right in.

JOB SUMMARY

The Client Services Manager (CSM) at Gratsy is an entry‑to mid‑level project and client management role responsible for managing the day‑to‑day execution of client campaigns once sold. This role owns project coordination, timeline management, cross‑functional communication, and client experience from kickoff through final reporting.You will serve as an indirect leader of projects, guiding internal teams, vendors, and partners without direct authority, while remaining calm, positive, and solutions‑oriented in a fast‑paced, event‑driven environment.

Success in this role requires strong intuition, the ability to ask the right questions, adaptability under pressure, and a passion for experiential marketing with opportunities to support events, sampling, and talent‑driven programs. Responsibilities include and are not limited to the below:

• Own the execution of assigned client campaigns from kickoff through completion.
• Build and manage detailed project plans, timelines, and task ownership in Asana.
• Ensure campaigns are delivered on time, within scope, and within approved budgets.
• Track milestones, dependencies, and risks; proactively adjust plans as needed.
• Maintain organized documentation throughout the campaign lifecycle.
• Serve as the primary day‑to‑day point of contact for clients post‑sale.
• Build trust through responsiveness, clarity, follow‑through, and professionalism.
• Lead client status calls and communications, setting agendas and recapping next steps.
• Manage client expectations and address concerns with a calm, solutions‑focused approach.
• Escalate risks or issues to leadership appropriately and in a timely manner.
• Coordinate closely with sales, creative, production, logistics, and operations teams.
• Translate client goals into clear internal action items and timelines.
• Ask thoughtful questions to surface risks, clarify scope, and avoid surprises.
• Guide internal teams toward execution without direct authority.
• Maintain positive working relationships across departments.
• Support planning and execution of experiential events, pop‑ups, mobile tours, and sampling programs.
• Assist with onsite event execution as needed, including setup, coordination, and teardown.
• Help source and select event elements such as swag, materials, and concepts for client review.
• Adapt quickly to changing conditions during live events while maintaining professionalism.
• Support pre‑sale efforts by capturing meeting notes, timelines, and requirements during pitches.
• Ensure smooth handoff from sales to execution by clarifying scope, deliverables, and expectations.
• Identify gaps or risks during transition and flag them early.
• Maintain accurate records of client communications, approvals, and deliverables.
• Prepare recaps, timelines, and reports for internal and client use.
• Support post‑campaign reporting and performance summaries.
• Track time when required based on campaign or client needs.
• Remain calm, positive, and professional in high‑pressure or fast‑changing situations.
• Demonstrate flexibility as campaign priorities, timelines, or scope continues to evolve.
• Take ownership of mistakes and focus on solutions.
• Represent Gratsy's brand and values with clients, vendors, and partners.
• Core Values: Exhibit exemplary alignment with our core values, mission, and vision here at Gratsy.
• Comply with all company policies and procedures and perform other duties as assigned.

EDUCATION & RELATED EXPERIENCE REQUIRED

• High school diploma or equivalent required.
• Bachelor's degree in marketing, business, communications, or related field preferred.
• 2+ years of professional experience in marketing, retail, experiential, start-up, or agency environments.
• 1+ year(s) of professional experience in project management, account coordination, or client‑facing role.
• Project Management Certifications are a plus.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong project management and organizational skills.
• Ability to manage multiple campaigns simultaneously.
• Clear, confident, verbal communication, and professional written communication.
• Active listening and detailed note‑taking.
• Strong problem‑solving skills with good judgment on when to escalate.
• Ability to simplify and communicate complex information to varied audiences.
• High emotional intelligence and ability to work cross‑functionally.
• Comfort working in a fast paced and event‐driven, deadline‑oriented environments.
• A valid driver's license and the ability to be covered under the Gratsy's insurance policy are required.

GRATSY MANTRAS

1. It's a great day to have a great day!
2. Customer service is FREE! It's free to be nice to people.
3. Pay attention to the details, have a plan b and c!
4. Be open to trying anything once, but maybe not a second time.
5. Don't settle for BASIC. If it can shoot confetti, why not?!

WORK SCHEDULE AND LOCATION

Enjoy our hybrid onsite environment! This position will be located in the company's HQ. Team members based out of this location work in the Gratsy Bentonville, AR office at a minimum Tuesday through Thursday, and remotely on Monday and Friday, depending on business needs.

401(k) PLAN

Eligible employees can voluntarily participate in the Company's 401(k) plan where Gratsy matches employee contributions, dollar-for-dollar (100%) up to the first 4% of your annual salary.

PAID TIME OFF/COMPANY HOLIDAYS

Gratsy offers various types of time away! Each year we offer eligible employees 10 paid observed holidays, and an additional 20 days of Paid Time Off (PTO/vacay time) annually. We also offer generous flexible time off during the holiday season!

BENEFITS

Gratsy offers two medical plans to pick from, vision and dental plans. Gratsy also fully pays for your short-term disability, long-term disability, and a life insurance policy. In addition to these, we also offer a fringe benefit for wellness and other supportive benefits to all eligible Gratsy team members!

Gratsy is committed to maintaining a safe, professional, and compliant workplace. As part of our hiring process, all final candidates may be required to successfully complete a pre-employment background check and drug screening, where permitted by law.

Background checks may include, but are not limited to, verification of employment history, education, criminal history, and other job-related information in accordance with applicable federal and Arkansas state laws.

Drug screenings will be conducted consistent with company policy and state regulations. All background checks and screenings are conducted in compliance with the Fair Credit Reporting Act (FCRA), applicable Arkansas law, and Equal Employment Opportunity Commission (EEOC) guidelines. A criminal record or positive drug test does not automatically disqualify an applicant; employment decisions are made based on job-related criteria and business necessity.

Applicants will receive any required disclosures and authorizations prior to screening.

Gratsy is an Equal Opportunity Employer.