Client Experience Supervisor

Overview

At Barkley

OKRP, 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 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 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 strategic business knowledge with independent management of a team to deliver large-scale projects. This person will have in-depth knowledge of their client s business and play a key role in managing the relationship. They will prioritize clear communications and the right information to lead the team forward, and interpret client feedback for the team to distill into what is needed and will impact the work.

As a leader on the team, they are highly responsive and responsible, a crucial resource for capturing and delivering information guiding the team s day-to-day workflow. They should know both the minutiae of a project and the higher level strategic role it plays. They are expected to have a thoughtful point of view on the business, the competition, and the client s priorities.

This role involves managing people, developing talent, nurturing an individual s career, and outlining a path for growth.

To succeed, they must be highly organized and able to perform multiple tasks for different teams / clients on an ongoing basis. The ideal candidate can manage daily responsibilities, adapt to project deliverable changes, and participate in cross-functional ideation sessions. They will understand the client s needs, troubleshoot with limited oversight, and recognize opportunities with current and potential clients. Experience with marketing campaigns and a desire to deliver exceptional client service is preferred.

• CLIENT:
  Independent client relationships
• Excellent client communication that builds trust, digs for insights, and sets expectations to help a brand reach its biggest future
• Serve as category and client brand/business expert to Barkley
  
  OKRP teams
• Foster team member agency relationships to maximize integration and collaboration in service of the client s goals
• Proactively manage client expectations by partnering with Project Management to identify risks and opportunities
• Support 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
• Understand the Whole Brand Spectrum and look for opportunities to apply it to support the client s needs
• Work 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 brave ideas by ideating with the team, bringing client insight, setting correct expectations, aligning teams, connecting resource needs, and pre-selling the work
• Ensure all elements and deliverables are concepted based on the aligned strategic brief of the Whole Brand that delivers against client objectives, timing, and budget

• COLLABORATION:
  
  Flawless communications, proactive team leadership on key projects, financial/resource awareness
• Foster a diverse and inclusive environment where each team member can bring their best self
• Independently run large projects from inception to in-market delivery with cross-agency teams; keep communication and roles clear
• Identify when to escalate issues to senior leadership and do so timely with a problem-solving mindset
• Keep the team calm, focused and inspired as they work together
• Partner with Director on all financial needs and management of invoicing, POs, estimates, etc.
• Manage a direct report and guide their career path with clear roles and responsibilities

• Experience with media clients + digital work preferred
• 6+ years of relevant brand or agency experience
• Excellent client communication and ability to connect with senior-level client leadership
• Self-starter with ability to operate strategically and tactically in a fast-paced, deadline-driven environment
• Strong collaboration and 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; able to articulate strategic recommendations and detailed tactical plans
• Ability to develop trusted…