VP, Client Experience

Responsibilities: 

CLIENTS: Leadership & balance of multi-client relationships, foresight, & activation of all Client needs and business management. 

• Knows how to customize the client experience for individual client needs and set BarkelyOKRP apart  

• Be the expert and advisor on the client’s business. Consult with clients, steering modern business and brand innovations 

• 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 

• 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: Advocate, anticipate & create conditions for whole brand thinking. Presell & protect the work. Manage resourcing and open financial doors for the work and the team. Lead Annual planning and organic growth opportunities (for new creative work) 

• 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 when needed 

• Advocates for brave work and manages the client to be prepared to “buy” innovative ideas.  

COLLABORATION: Cross Department team unifier & problem solver. Proactive leadership for whole brand & client.   Offers a clear POV that brings focus, clarity, & growth.  Proactively leads financials/resourcing/scoping to agency business case & impact 

• 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 

• Serves as lead agency guide to ensure strategic approach is delivered not just integrated within BARKLEYOKRP but also partner agencies and internal client teams 

• Inspires across the strategic and creative process. 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 financial forecasts, billing/budget tracking and reporting contracted revenue with recommendations to solve any resource management or burn issues that impact profitability. Knows how to build repeatable processes within their team to deliver accurately. 

• 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 includes a clear growth plan, ongoing communication on performance, and well-defined roles & responsibilities 

• Partner closely with Project Management to be involved in the right meetings, information sharing, and connection points for the whole team to be successful and seamlessly integrated. Provide continual clarity for evolving roles between CX and PM  

• Forecast, track and report contracted revenue and organic growth 

Qualifications: 

• Experience as a trusted advisor to client leadership, often VP and CMO 

• Experience with integrated production  

• Experience with channel planning and media 

• 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 curiosity and skill-building 

• 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.