Head of Client Solutions

Act as the senior strategic partner and trusted day-to-day lead for Bolster's Tier 1 client relationships, building genuine partnerships with senior client marketers (CMO, Head of Marketing, Directors)

Own the commercial health of the client portfolio: revenue forecasting, scoping, fee negotiation, profitability and resource planning

Drive organic growth through deep understanding of client business challenges, identifying new opportunities and expanding scopes of work

Maintain and grow client patch revenue against agreed annual targets, including an allowance for patch churn and replacement with new business

Lead development of integrated client strategies and annual plans spanning culture marketing, creative and content, media, social, PR and experiential

Write, interrogate and approve client briefs, ensuring they are sharp, single-minded and set the team up to deliver outstanding work

Set regular check-in cadences with clients; build deep, resilient relationships beyond the day-to-day

Partner closely with the Head of Media, Head of Creative Solutions and sister agency leads (Aeroplane, Common State, Going North) to deliver seamless, integrated solutions

Lead or contribute to new business pitches end-to-end, including chemistry meetings, RFP responses, scoping, pricing and pitch delivery

Represent Bolster at industry events, client functions and agency forums, building profile and rapport

Effectively lead integrated projects or campaigns by aligning all stakeholders (inc. internal team, clients, agency villages and extended freelancer network) on roles and responsibilities, objectives, KPIs, key milestones, budget, deliverables and ways of working

Foster a collaborative, growth-oriented culture that connects Client Solutions with departments across Bolster Group

Lead, mentor and develop the Client Solutions team (Client Leads, Account Directors/Managers, Delivery Managers)

Maintain weekly 1:1s with direct reports; set clear objectives and monitor progress via a progression plan

Set the standard for client servicing excellence – communication, proactivity, anticipation, problem-solving and commercial discipline

Support the team in achieving KPIs around client service, delivery and growth

Conduct training and development in line with Bolster's systems, tools and processes

Contribute to recruitment, onboarding and progression planning for the Client Solutions team

Conduct project retros with the team to ensure Bolster and client standards are consistently met

Foster a collaborative, growth-oriented culture that connects Client Solutions with departments across Bolster Group

Contribute proactively to Leadership Team communications and initiatives; work closely with Group GMs and the SLT to refine ways of working

Effectively delegate and oversee the delivery of work, ensuring the highest standard

Work closely with the Group GMs and the SLT to refine our ways of working

Design, oversee and continuously improve workflow processes between Client Solutions and delivery departments

Oversee resourcing and team utilisation against project revenue and delivery demand

Ensure onboarding of new clients is smooth, considered and sets the relationship up for success

Ensure scoping, briefs and project timelines are realistic, sharp and give teams and clients confidence

Oversee campaign delivery against client KPIs, ensuring work is delivered on brief, on time and on budget, and that learnings inform future activity

Oversee campaign and project delivery against client KPIs — on brief, on time and on budget 

Identify tools, systems or processes (including emerging AI-enabled workflows) that aren't adding value, and take action to simplify or replace them

Manage contracting and invoicing of externals and freelance partners, in line with agreed approval processes

Develop and maintain project budgets and timelines – closely monitor project finances including team resource / utilisation, scope creep prevention, and the protection of PT margin

Identify tools, systems or processes that aren’t adding value or making life more difficult on our teams and clients – and take action to remedy

Maintain a strong client service experience at every touchpoint – professional, but also fun!

10+ years' client service/account management experience within a media, creative or integrated agency, including 3+ years at Client Director / Account Director level or above

Demonstrated track record of leading senior client relationships (CMO/Marketing Director level) and acting as a trusted strategic advisor

Proven ability to grow accounts — organically expanding scopes, identifying new opportunities and converting them into revenue

Strong commercial acumen: revenue forecasting, scoping, fee negotiation, P&L ownership and resource management

Cross-discipline literacy across media, creative, strategy, social, PR and experiential, with confidence leading integrated conversations

Experience designing and improving client service workflows at scale

Comfort using data, reporting and increasingly AI-enabled tools to inform client strategy, forecasting and internal efficiency

Proven people management and team leadership experience, including mentoring and developing client service teams

Excellent written and verbal communication, with outstanding presentation, storytelling and stakeholder management skills

Strong network and relationships within relevant industries (music, culture, entertainment, brand)

Sharp strategic thinking, with the ability to write and interrogate briefs and provide senior creative counsel

Deep understanding of the Australian marketing and media landscape, audiences and cultural context

Ability to thrive in a fast-paced, independent agency environment and manage multiple priorities

Experience working with brands in music, entertainment, festival, lifestyle or youth culture categories

Track record leading new business pitches end-to-end and converting them into wins

Experience working across an agency group or with sister-agency disciplines (experiential, talent, First Nations engagement)