VP, Client Experience

job
  • Barkley
Job Summary
Location
Pittsburgh ,PA 15237
Job Type
Contract
Visa
Any Valid Visa
Salary
PayRate
Qualification
BCA
Experience
2Years - 10Years
Posted
19 Dec 2024
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Job Description
At BarkleyOKRP, we are on the front lines of a world-class idea company. We are looking for a Brand Leadership partner who is prepared to change the trajectory of brands by creating the conditions for world-class work.
This dynamic leader will lead a team of Barkley partners to deliver Whole Brand ideas that drive business. This person plays a significant role in paving the conditions for brave ideas and our overall client experience at BarkleyOKRP.
The phrase "client experience" is purposefully in the title of this role. At the Vice President level, this person is responsible for maximizing every touch point with our clients so that they have an experience that is bar none and motivates them to have a long-standing relationship with BarkleyOKRP. Every deliverable is an opportunity, and this person manages the team and the vision for how all the pieces come together to make that a positive and impactful one.
A successful VP, CE is a client expert. They deliver a positive experience by knowing their client, nurturing the relationship, and deeply understanding the ins and outs of their business. As an expert in marketing, this person often has a depth of knowledge in one or more verticals (e.g. CPG, QSR, or Retail) and brings their own level of influence and insight to the table with the client. This forges a tight relationship with continual contact and the ability to have difficult conversations when needed. It also allows for the VP, and CE to craft a customized experience for their client based on business needs and the overall relationship.
This person has the ability to identify the right team to match client needs while nurturing an inclusive team culture that empowers their direct reports and galvanizes the cross-agency team. 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's passion must be unwavering in the support of that pursuit. They are committed to every step of the process (for their client or new business) and lead their teams in activating against the maximum number of steps.
This partner is a critical leader at BarkleyOKRP. They will be overseeing significant revenue and responsible for several clients. As such, they are expected to manage the business health on behalf of the agency and be mindful of financials for the client. Ideally, this person is a blend of creativity, problem-solving, business savvy, and passion for the work.

Responsibilities:
  • Set the course for a comprehensive, customized client experience that sets Barkley apart and over-delivers on client expectations
  • Be the expert and advisor on the client's business. Consult with clients, steering modern business and brand innovations
  • Creates the conditions and protects a diverse and inclusive environment where each team member feels they can bring their best self and be respected and seen
  • Seeks out, nurtures, and delivers Whole Brand ideas that solve business problems and measurable results by engaging the full cross-agency team and additional resources at Barkley
  • Leads, empowers, and inspires a Brand Leadership team to understand and drive our Clients' business through the lens of the client experience
  • 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 the big picture doesn't get forgotten or forsaken for a timeline or small project
  • 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
  • Advocates for brave work. Asks questions to inspire the strategy team/creative brief and full creative process. Bring a POV and client perspective that will push the work, then sell it in.
  • Accountable for the timely 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
  • Accountable for forecasts, tracking, and reporting contracted revenue with recommendations to solve any resource management or burn issues that impact profitability
  • Build, retain and expand current Client engagements (organic growth)
  • Foster a positive, purposeful culture to the team that enables a can-do attitude and enjoyment of the client and the work. Identify and manage any negative issues, or challenges within team culture
  • Responsible for growing and retaining direct reports that include a clear growth plan, ongoing communication on performance, and well-defined roles & responsibilities
  • 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
  • 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.
  • Forecast, track, and report contracted revenue
  • Collaborate with Growth teams to earn new Client Engagements

Qualifications:
  • 8+ years experience in client services
  • Experience as a trusted advisor for company c-suites
  • Experience with integrated production
  • 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

Barkley'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.
  • Barkley 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.
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