Director, Client Experience

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: 

• 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 

• At BarkleyOKRP, DEI+B drives work that matters. We believe people and creativity are made of the same substance, and when every perspective is valued, the impact is stronger. We build belonging as a business strategy, power inclusive creativity that delivers measurable results, and hold ourselves accountable as a B Corp committed to progress over performative intent. When people are valued, the work carries greater impact.