Client Experience Supervisor

At BarkleyOKRP, we are on the front lines of a world-class idea company. We are looking for a Client Experience team member who is prepared to change the trajectory of brands by creating the conditions for trusted relationships and world-class work. This person will be expected to contribute to a diverse and inclusive environment where each team member can bring their best self. If you want to learn what you're capable of when surrounded by top talent working on innovative brands, let's talk.

This team member can purposefully define client business needs while leading a team to smoothly and flawlessly deliver creative ideas that will impact their business. This person’s passion for the industry won’t let them rest until problems are solved, work is delivered, ideas are sold-in, teams are empowered, and clients are impressed. 

The ideal candidate will carefully balance the art of strategic business knowledge with skillfully (and independently) managing a team to deliver large scale projects.  This team member has an in-depth knowledge of their client’s business and plays a key role in managing the relationship.  They also recognize the importance of accurate and timely details with clear, concise communications and the ability to prioritize the right information to lead the team forward. This person is skilled at not only providing client feedback, but also at interpreting it for the team and distilling it to the essence of what is needed and will impact the work.      

As a leader on the team, they are highly responsive, responsible and a crucial resource for capturing and delivering information that guides the team’s day-to-day workflow. They are expected to know the minutiae of a project as well as the higher level strategic role it plays.  When asked, a team member at this level has a thoughtful POV on the business, the competition, and the client’s priorities. This team member is a manager of people who is responsible for developing talent, nurturing an individual’s career, and outlining a path for growth.

To succeed in this role, they must be highly organized and able to perform multiple tasks for different teams / clients on an ongoing basis. Our ideal candidate is able to manage daily responsibilities, adaptable to project deliverable changes and actively participate in cross-functional team ideation sessions. Their understanding of the client’s needs, will help them independently troubleshoot with limited oversight and insightfully recognize opportunities with our current and potential clients. They will have experience with marketing campaigns and a desire to deliver exceptional client service.

Responsibilities:

CLIENT: Independent Client relationships

Excellent client communication that builds trust, digs for insights, and sets expectations that allow for a brand to reach its biggest possible future

• Serve as category and Client’s brand/business expert to BarkleyOKRP teams
• Fosters team member agency relationships to maximize integration and collaboration in service of the client's goals
• Proactively manages client expectations by partnering with Project Management to identify areas of risk and opportunity
• Supports 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

CREATIVE: Create conditions for project-based whole brand thinking.  Protect the work

Understands the Whole Brand Spectrum and looks for opportunities where it can be applied to best support the client’s needsWork closely with Director and VP/Client Experience to create a long-term plan for Whole Brand transformation and growth through projects that build the brand.

• Contribute to the making of brave ideas by ideating with the team, bringing client insight, setting up correct expectations, aligning teams, connecting resource needs, and (pre)selling in the work
• Accountable that all elements and deliverables from BarkleyOKRP are concepted based on the aligned strategic brief of the Whole Brand that delivers against client set objectives, timing, & budget

COLLABORATION: Flawless communications, proactive team leader on key projects, financial/resource awareness

• Embraces and sets an example in fostering a diverse and inclusive environment where each team member feels they can bring their best self, be respected and seen
• Independently runs large projects from inception to in-market delivery, working with cross-agency teams.  Keeps communication and roles clear.
• Identifies when to escalate any issues to senior leadership and does this in a timely manner with a problem-solving mentality 
• Keeps the team calm, focused and inspired as they work together 
• Partner to Director on all financial needs and management of invoicing, POs, estimates, etc
• Manages a direct report and guides that person in their career path and clearly identifies roles and responsibilities that set that individual up for success

Qualifications:

• Healthcare / Health system client experience preferred
• 6+ years of relevant brand or agency experience
• Excellent client communication and the ability to establish a connection with senior-level client leadership 
• Self-starter with the ability to operate both strategically and tactically in a fast-paced, deadline-driven environment
• Strong collaborator with the ability to lead cross-channel initiatives with a diverse range of team members and stakeholders
• Ability to run projects independently with minimal supervision
• Excellent written and verbal communication skills; capable of effectively articulating both strategic recommendations and detailed tactical plans
• Ability to develop trusted relationships and partner with diverse teams and mid-senior client leads
• Demonstrated success in a cross-functional team environment
• Ability to juggle multiple projects and clients at once, while correctly prioritizing
• Digital experience with production experience is and preferred