The Director of Client Experience leads a team to foster trusted client relationships, drives whole brand strategies, and mentors team members while ensuring diverse and inclusive culture.
At BarkleyOKRP, we are on the front lines of a world-class idea company. We are looking for a Client Experience team member who is prepared to change the trajectory of brands by creating the conditions for trusted relationships and world-class work. This person will be expected to contribute to a diverse and inclusive environment where each team member can bring their best self. If you want to learn what you're capable of when surrounded by top talent working on innovative brands, let's talk.This leader will report to the VP, Client Experience, and lead a team of BarkleyOKRP team members to deliver Whole Brand ideas that drive business. This person, independently, plays a significant role in paving the conditions for brave ideas. A successful Director is a trusted advisor. This person understands their client’s business and is as passionate about it as if it was their own. They connect their own brand of marketing expertise and share thoughtful, strategic POVs. They are the client’s “first phone call.” As a trusted advisor, this person brings their deep client knowledge to the BarkleyOKRP team to set priorities, inspire, and identify areas of success. Seen as a respected leader, this person proactively manages the right team to deliver the work while looking forward to identify fresh opportunities for organic growth against the whole brand spectrum. They are equally committed to the team that they manage and actively champion their direct reports to their next level.The ideal candidate has a passion for creating an inclusive team culture that empowers their direct reports and galvanizes the cross agency team. They are able to navigate challenging situations and can artfully handle difficult conversations. Working closely with each department, this person respects the expertise of each team member and the importance of each role in the overall client relationship. As an agency that builds whole brands, this person will become the expert in all that BarkleyOKRP has to offer (B2C or B2B) and be able to combine it with client needs as they form the ideal path forward for the business. By sharing and communicating their vision for brave work, the Director sets a clear purpose and action plan for the team to follow. Throughout everything a Director does, there is a passion for creative ideas, pushing beyond expectations, and inspiring the team to create work that builds whole brands. The person best-equipped to succeed in this position is a self-directed, operational leader – a “do-er” as well as a thinker / manager. Our ideal Director is not easily intimidated by a large volume of moving parts or ambiguity or last minute changes. They are able to envision how all the deliverables are connected and prioritize - while being aware of quick turnaround times, team limitations, and client sensitivities. Thriving in a fast-paced environment is a must. They are also an advocate for the people they manage. Working closely with each member on their team, they are accessible, thoughtful, and passionate about building their team member’s confidence while working toward their ultimate career goals.
Responsibilities:
CLIENT: Independent management and foresight across Client needs & business problems
Be the expert on the client’s business. Consult with clients, steering modern business and brand innovations
- Leads, empowers, and inspires a Client Experience team to understand and drive our Clients' business
- Continually brings perspective to the team on what moves the client’s business forward and where to find success. Offers the “forest vs the trees” so big picture doesn’t get forgotten or forsaken for a timeline or small project
- Leads the overall Client Experience that delivers external strategic documents like Annual Planning and 360 Scorecard or internal performance tied to financial forecasting, Whole Brand Assessment and Team Annual Huddles
- Build, retain and expand current Client engagements (organic growth)
- Proactive leadership that can foresee any client issues and knows how to solve early or escalate and request management support to resolve before they are detrimental to the relationship
CREATIVE: Anticipate & create conditions for whole brand thinking across the whole account. Promote the work. Manage resourcing and open financial doors for the work and the team.
Delivers Whole Brand ideas that solve business problems and measurable results
- Set goals and vision that Informs, prioritizes, and inspires cross-agency Strategy, Creative and Engagement teams to deliver great work that moves the client’s whole brand forward
- Champion the strategy team/creative brief and full creative process to create conditions for brave and impactful work. Bring a POV and client perspective that will help strengthen the work.
- Embraces the agency Whole Brand approach and consistently seeks out ways to deliver new work and additional growth opportunities to the clients
COLLABORATION: Proactive team lead & problem solver for the Whole Brand. Manage clients with a clear POV that brings focus, clarity, & growth to the team/work. Leads business financials/resourcing/scoping
- Creates the conditions and protects a diverse and inclusive environment where each team member feels they can bring their best self, be respected and seen
- Leads the development and management of the scoping process that is precise, detailed and forward-thinking by including the right department input and client direction - resulting in profitable, annual contracts
- Forecasts, tracks and reports contracted revenue with recommendations to solve any resource management or burn issues that impact profitability
- Collaborate with Growth teams to earn new Client Engagements
- Bring a positive, purposeful culture to the team that enables a can-do attitude and enjoyment of the client and the work
- Responsible for growing and retaining direct reports that includes a clear growth plan, ongoing communication on performance, and well-defined roles & responsibilities
- Partner closely with Project Management to make sure that the PM is involved in the right meetings, information sharing, and connection points for the whole team to be successful. Make sure all PMs and BL involved are clear on roles and responsibilities.
Qualifications:
- Spanish-speaking fluency preferred
- 8+ years experience
- Experience building and executing strategic business plans
- Experience building and executing growth marketing plans
- Experience inspiring, delivering and selling great creative
- Experience mentoring, developing and promoting talent
- Experience operationalizing and expanding contracts
- Experience developing work scopes and staffing plans
- Experience budgeting, forecasting and reporting revenue
- A bias for action
The annual gross base salary range is $85,000 - $145,000 USD. This range represents the anticipated target salary range for this position. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills, and geographic location. Salary is one component of BarkleyOKRP's total compensation package, which includes multiple health insurance options, flexible PTO, life insurance, and 401K.
BarkleyOKRP’s Commitment to Diversity & Inclusion
- We believe being radically diverse and inclusive is the key to becoming one of the world’s great creative idea companies. By embracing everything that makes our partners who they are and what makes them unique to the world around them, we create the conditions and capacity to help creative, original thinking thrive.
- BarkleyOKRP is committed to Diversity, Equity, Inclusion and Belonging as part of our corporate strategic goals, supported by a formal DEI+B program, Employee Resource Groups, Director of Diversity leadership and agency commitment to The Brand Lab, Creative Accelerator, Fellowship, MAIP, and BLAC.
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