VP Client Solutions Partner

Job Description

What you’ll do:

Rooted in an in-depth and empathetic understanding of the consumer’s current environment and ecosystem as well as their priorities, motivators and pain points, this pivotal role demands a focus on how to most effectively solve for experience gaps between today’s consumer experience and the desired future state.

As the Client Solutions Partner you’ll have a deep understanding of the digital marketing world and the client relationship, manage resource allocation profitably, and effectively lead teams to create, implement and measure strategic deliverables. Your comprehensive digital strategy, CRM and consumer experience expertise will be essential to provide strategic leadership on key client engagements–helping them navigate the digital world, understand implications for their business models and reimagine their brands’ interaction with consumers

Day to day, your role includes:

Business & Growth

• Cultivate senior-level client relationships; identifying their strategic brand challenges, providing counsel on competitive threats and evolving consumer behaviors, and helping to guide their organization toward the next generation of experience solutions that drive business impact
• Serve as the voice of the department for key clients, new business prospects and industry events, advocating for the agency POV and providing original thinking that helps attract and grow our client roster
• Review and build digital product and service business cases to validate commercial viability
• Eloquently articulating our views on digital business philosophies, keeping clients up to date on industry context
• Taking on an influential role in supporting new business initiatives and leveraging client relationships in the development of business growth
• Maintaining a strong understanding of changes in the client’s industry and how customer needs are adapting, and developing relevant case studies on client businesses
• Deliver strategic client presentations and providing recommendations that are concise, insightful and on point
• Owning the financials for clients, including forecasts, budgets and investments –ensuring that key financial responsibilities are mutually understood and agreed upon

Strategy& Planning

• Championing the use of data to uncover unexpected insight; exploring new sources of consumer intelligence and brand understanding as fuel for strategy-setting.
• Collaborate with capability teams to building consumer personas, identifying pain points and mapping experience journeys to envision brand experiences and how they connect across web, mobile, AI and other emerging interfaces
• Envision industry-leading digital experiences to reveal how businesses can future-proof their brands through evolution of their services, products, touch points and systems
• Focusing on the core business KPIs, lead the development and implementation of CRM programs that align to key moments of need within the customers journey based on insights from analytics and behavioral science
• Deliver omni-channel campaigns across email, push notifications, web, mobile apps, social platforms, and other channels and devices, as relevant to the customer experience
• Partnering with key players across the agency (Data, Technology, Social, Experience, Strategy and other teams) to determine strategy needs, growth possibilities and opportunities to bring competitively differentiated future experiences to life.

People

• Managing the growth and development of the agency business team; inspiring account managers, guiding the quality of work and their impact across client relationships
• Developing team members through training and identifying areas for growth –you’ll coach them to close talent gaps and motivate them to develop skills

Qualifications

This critically important role requires a depth of expertise, including a track record of impactful work experience and professional ingenuity –which means you have:

• 15+years of work experience in CRM and/or digital marketing
• A digital experience-savvy marketer and passionate problem-solver with an unstoppable drive to inspire teams and bring the best work to life
• Extensive experience informing audience segments by leveraging 1st and 3rd party data
• Comprehensive understanding of audience principles, and related personalization techniques and tools
• Proven ability in synthesizing and interpreting data and customer insights into successful marketing strategies
• Strong strategy and analytics skills, with an advanced understanding of success metrics
• Experience developing, prioritizing, objectively managing roadmaps and optimization efforts, balancing both business and user KPIs.
• Up-to-date knowledge of marketing technologies (MarTech) and digital experience platforms spanning Paid, Owned and Earned / social media –email automation tools(E.g. Sales Force Marketing Cloud, etc).
• A strategic partner who illuminates unexpected insights and provides clarity on the role and expectations of a digital experience
• A collaborator comfortable in agile-or sprint-based approaches, willing to work in real time
• A strong analytical thinker and translator with exceptional data-dexterity, and deep knowledge of research techniques and third party resources that reveal behavioral understanding, hypothesis validation and usability
• An all-around professional with exceptional communication, organizational and time management skills, and the flexibility to adapt quickly to change
• A skilled manager with strong history of team oversight and talent development; known to coach, educate and grow talent

Qualifications