What are the responsibilities and job description for the Director, Client Experience position at barkley?
A successful Director is a trusted advisor. This person understands their client’s business and is as passionate about it as if it was their own. They connect it with their own brand of marketing expertise and share thoughtful, strategic POVs. They are the client’s “first phone call.” As a trusted advisor, this person brings their deep knowledge to the BarkleyOKRP team to set priorities, inspire, and identify areas of success. Seen as a respected leader, this person proactively manages the right team to deliver the work while looking forward to identify fresh opportunities for organic growth against the whole brand spectrum.
This leader will report to the VP, Client Experience, and lead a team of BarkleyOKRP team members to deliver Whole Brand ideas that drive business. This person, independently, plays a significant role in paving the conditions for brave ideas.
This role leads some of BarkleyOKRP’s most important healthcare clients and is on a fast track to Vice President. This Director brings an entrepreneurial mindset — confident that with thoughtful planning, strong relationships, and a passion for the industry, ambitious goals can be achieved.
This leader is experienced in driving organic growth across large, enterprise clients with multiple lines of business. They are adept at balancing executives with competing priorities, bringing clarity and strategy that align stakeholders around shared outcomes. They are the client’s “first phone call.”
Known for building deep, trusted relationships, the Director guides clients beyond the day-to-day, fostering long-term partnerships where tough conversations lead to stronger results. They immerse themselves in understanding every facet of a client’s business and the consumers who rely on it. With a passion for strategy, storytelling, and detail, they set the vision in the room and inspire confidence at every level.
This role is ideal for:
· A client experience or account director with a history of leading strategic projects and marketing programs in addition to advertising
· A self-directed, operational leader – a “do-er” as well as a thinker / manager
Responsibilities:
CLIENT: Independent management and foresight across Client needs & business problems
· Be the expert on the client’s business. Consult with clients, steering modern business and brand innovations
· Leads, empowers, and inspires a Client Experience team to understand and drive our Clients' business
· 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
· Build, retain and expand current Client engagements (organic growth)
· 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: Anticipate & create conditions for whole brand thinking across the whole account. Promote the work. Manage resourcing and open financial doors for the work and the team
· Champion the strategy team/creative brief and full creative process to create conditions for brave and impactful work. Bring a POV and client perspective that will help strengthen the work.
· Embraces the agency Whole Brand approach and consistently seeks out ways to deliver new work and additional growth opportunities to the clients
COLLABORATION: Proactive team lead & problem solver for the Whole Brand. Manage clients with a clear POV that brings focus, clarity, & growth to the team/work. Leads business financials/resourcing/scoping
· Leads the 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
· Forecasts, tracks and reports contracted revenue with recommendations to solve any resource management or burn issues that impact profitability
Qualifications:
· Minimum 8 years of experience building and executing strategic business plans on the agency side
· Minimum 3 years of experience leading account management
· Proven success inspiring, delivering and selling great creative
· Proven experience operationalizing and expanding contracts
· Must be open to travel (approximately once per month)
BarkleyOKRP’s Commitment to Diversity & Inclusion
- We believe being radically diverse and inclusive is the key to becoming one of the world’s great creative idea companies. By embracing everything that makes our partners who they are and what makes them unique to the world around them, we create the conditions and capacity to help creative, original thinking thrive.
- BarkleyOKRP is committed to Diversity, Equity, Inclusion and Belonging as part of our corporate strategic goals, supported by a formal DEI B program, Employee Resource Groups, Director of Diversity leadership and agency commitment to The Brand Lab, Creative Accelerator, Fellowship, MAIP, and BLAC.