VP, Client Experience - Agency/Managed Services

As the Vice President, Client Experience, Agency you work and motivates teams by creating a positive, collaborative, and constructive environment that exceeds client expectations and fosters the development of our people.

This role is accountable for the building, development, and management of revenue and profitability of accounts under the Agency/Managed Services line of business. It requires strong commercial acumen skills, a growth mindset, a keenness for sizing up business challenges and solutions, a collaborative approach, and a people leader/developer. This person can influence client leadership as a trusted partner, translate clients' challenges into opportunities and lead the development of solutions.

What You Will Do

Client Development

• Manage and lead a Customer Experience team, dedicated to growing and servicing a roster of key Agency clients and ensuring a consistent first-class client experience.

• Lead team to achieve excellence in client relations and internal team communications during all campaign phases: measurement planning, strategic planning, buying, launch, monitoring, management, and analysis to support campaign and company success.
• Consult with clients to identify their business objectives and marketing challenges, and advise on data strategy, business analytics and insights, execution, and personalization.
• Continuously evaluate client needs and assess the match and gaps within the suite of Goodway's offering. Identify what we must have to compete for and win Agency business, communicating and recommending these to internal partners and managers.
• Create persuasive narratives oriented in data driven business, strategy & performance insights, ensuring quality control and delivery of well-designed, client facing presentations.
• Understand and be able to lead discussions around customer journey mapping, capturing, maximizing, and extracting value from 1st party data, and selecting the right media partners and MarTech platforms to enable more effective media activation with senior marketers.

Thought Leadership

• Partner with discipline leaders to stay informed and aware of new industry developments.
• Regularly educate your team and yourself.
• Produce well-researched, compelling knowledge/thought leadership pieces that engage both current and prospective clients. Serve as company spokesperson at key industry events.
• Cross-Functional Collaboration

• Partner with key stakeholders and functional leads to set standards and direction for the team.
• Positive leader and collaborator with cross functional/disciplines including business development, strategy, media planning, media services, ad operations, analytics, and technology.
• Lead and/or contribute to major cross-functional initiatives. Serve as a liaison between your function and other functions to solve business challenges and contribute to process improvement.

Business Management & Operations

• Share ownership and accountability for revenue growth and financial goals for the line of business, ensuring targets are met

• Manage all commercial responsibilities, revenue, and resources to profitability. This includes budgets, revenue, client contracts/agreements, scope compliance, team staffing, resource allocation/utilization, and the T&E.
• Ensure all financial goals/targets are met.
• Collaborate with Business Development, manage client revenue and activities with CRM (Candidate Relationship Management) tools (Salesforce) and participate in new business pitches and activities as needed.

Team Development

• Manage and lead a best-in-class Client Experience team, dedicated to growing and servicing a roster of key brand and agency clients.

• Coach and develop Client Experience teams to be consultative and strategic leaders for clients and providing day-to-day, ongoing leadership, including feedback, team alignment, and development.
• Champion your direct reports' career growth and identify development opportunities to help them grow.
• Increase teams' skills and knowledge, enabling them to expand connections across the industry.

What you Bring

• Large advertising agency experience working across multiple clients and verticals with budgets of $20MM or more in ad spend.
• You are a multiplier, collaborator, and leader with a history of driving success through partnership with the business and client services/client success teams.
• You have a strong commercial background in meeting and exceeding P&L goals and the strategic financial lens to plan and execute to drive their attainment.
• You have a thorough understanding of the media ecosystem, customer journey mapping, and the application of data and can speak knowledgeably to clients