Client Experience Lead

Reporting to: Head of Client Experience

You are a trusted partner for both clients and colleagues. Successfully managing client expectations and needs within the agency as well as effectively representing and protecting the agency creative and commercial outcomes. Exceptional client service is part of your DNA. You are naturally drawn to building a deep understanding of your client’s business strategy, market, competition and brands allowing you to shape insight driven and meaningful brand experiences. You seek to build trust, respect and confidence with every client interaction in order to deliver the very best work and create conditions for future work.


Key Responsibilities (what is this role all about):

● I work across our portfolio of clients, typically responsible for a small number of key accounts, I provide client leadership and support throughout the project process ensuring a sense of team spirit and shared endeavour on every project

● It is my role to build fast trust and value with a client through developing the warm, human relationships we’re known for. I model this internally too, showing mutual respect and a collegiate manner with all team members.

● I am involved in the commercial dealings of the account (with Head of Client Experience as upward support) and actively look for opportunities to increase the client’s understanding of our capabilities and extend our service footprint with them

● I am responsible for identifying opportunities and contributing to client retention and growth strategies across our portfolio


Specifics (How I get there):

● I have excellent communication skills, with proven ability to manage multiple work streams and multiple client relationships

● I know how to contribute to scopes of work with clear and measurable objectives

● I work well with strategists to turn client opportunities into inspiring creative briefs

● I’m always an engaging and persuasive presenter

● I have a relentless attention to detail ensuring our work and engagement internally and with clients is accurate and professional

● I understand the need for high comms internally and with clients and model this

● I am a natural manager of stakeholders, ensuring we drive decisions in a smart and collaborative manner internally and with clients

● I am passionate about creativity and understand how to work seamlessly and productively with the studio and production teams

● I have strong commercial acumen and provide invaluable support in opportunity-mining and conversion, revenue forecasting. I’m comfortable working alongside production to manage proposals, budgeting, procurement, and reconciliation.


What does success look like?

● Excellent client feedback

● Retention and significant expansion of existing accounts

● More ongoing /evergreen relationships with clients who stay with us for the professional and personal value we bring

● Exceptional levels of communication and expectation management (internal & external)

● Evidence of building and maintaining strong, productive relationships internally and externally