Vice President of Client Experience and Delivery

The Touch Vision & Purpose

To build the most trusted and desirable agency in the industry.

To create a sustainable, growing business and culture that supports a group of passionate, talented people doing smart, creative, and meaningful work for the best clients in the world.

Job Purpose

The Vice President of Client Experience and Delivery is responsible for managing all aspects of the department’s operations. This includes the development and refinement of department roles, processes, workflows, and documentation. It has a heavy emphasis on team mentoring, skills development, project trafficking, cross-functional collaboration, and day-to-day department management, all driven by the goal of helping to ensure client needs are met and that the department and people in it grow and thrive.

Additionally, the Vice President of Client Experience and Delivery sits on the Touch steering team, and has a key, collaborative role in helping to shape the future of Touch. The steering team is charged with the responsibility, in accordance with our values, vision and purpose, for guiding the company's planning and strategy across the business including efforts to foster a positive company culture, and steward the overall team-member experience, enhance our service lines and offerings, develop a diverse client mix and order book.

This team is accountable to our team members and all decisions must be made with their interest in mind and with their participation when possible.

The Department

This department serves as the central hub for end-to-end project execution and client engagement. From collaborating with Sales and Marketing on the initial development of RFPs through budgeting, planning, and organizational setup, the team oversees every phase of the project lifecycle. Responsibilities span pre-production coordination, seamless project delivery, and comprehensive post-project reconciliations including billing, recaps, and performance feedback.

As the frontline of client service and account management, this department blends the application of strategic insight, creative direction, content development, and technical precision to ensure flawless execution. It is the connective tissue between internal teams and external stakeholders, driving excellence in delivery while fostering long-term client relationships.

Departmental Duties and Responsibilities

The Vice President of Client Experience and Delivery is responsible for the following:

• Mentoring team members, fostering career growth, and developing structured development plans for each person in the department.
• With Dept. leads, holding check-ins on a regular cadence, and completing periodic reviews in conjunction with established Touch processes.
• Developing and maintaining job descriptions, performance criteria, and progressions for all roles within the department.
• Working with other Touch leaders on training programs, growth and development opportunities for all Touch team members.
• Oversight and advising on project delivery for multiple, concurrent programs via check-ins with project leads and other team members, vendors, including providing high-level oversight of project budgets and invoicing, agendas, and show flows, rehearsal schedules, asset delivery schedules, logistic schedules, and reviews of in-flight deliverables before client reviews, and the reviews of project reconciliation and reporting of project budgets and profitability.
• Working with team members on project reconciliation, closure, and coaching them to objectively reflect on and document project successes and opportunities to celebrate successes and to apply lessons learned.
• Helping to develop critical thinking and an agile mindset of cross team and cross dept collaboration, cross-training, accountability, rigor and ownership.
• Help refine existing and build new processes to ensure ease of work and successful projects.
• Managing the assignment of team members across projects, attending resourcing meetings/discussions, and tracking work product through regular team check-ins.
• Working with department team members and cross-functional leads to develop best practices, protocols, templates, and documentation to drive consistent positive results for the business and our clients.
• Acting as the escalation point by helping to resolve project or team difficulties or roadblocks.
• Responsibility for department level budgeting and budget management.
• Supporting RFPs, RFQs, SOWs, timelines, proposals, and client pitches.
• Working with internal Touch leads in managing vendor relationships, contracts, payments, and quality tracking.
• On occasion, maintaining direct responsibility for one or more projects in various stages of completion.
• Other department-specific roles and responsibilities as required.
  

Steering Team Member Duties and Responsibilities

• Attend weekly Steering Team meetings and special meetings, off-sites and work sessions
• Work on, or lead steering team special projects and initiatives within the steering team and involving cross functional team members
• Participate in setting short and long term cultural, operational, and sales vision and delivery for Touch for the benefit of all stakeholders
  

Skills and Qualifications

The Vice President of Client Experience and Delivery brings deep 360 experience and leadership skills to the mentorship and oversight of a diverse team and complex and varied projects. Skills and qualifications include:

• 12 years of proven record of client management, executive producing and leading all aspects (strategy, creative, 2D, 3D, Motion, etc., content, production) of multiple, complex, mid - large-scale (100 – 18,000 attendees), high-budget, high-profile, strategically-driven, creative, multimedia, activations, events and experiential projects for clients of all sizes in an agency setting.
• Proven track record of successfully working with Director, VP, President and C-Level executives of Fortune 500 companies
• Successful experience managing a diverse team
• Successful experience managing complex, cross-functional, event or experience budgets seven figures , including P&L management
• Excellent client management and advocacy skills
• Excellent internal and external collaboration skills (clients, vendors, teams)
• Strong grounding in client service, strategy, content, 2 and 3D design, staging, motion, and high-level technical knowledge.
• Experience managing multiple, diverse vendor types including but not limited to content, strategy, AVL, broadcast, fabrication, labor, security, technology, and logistics
• Understanding of contracts and contracting practices for venues, hotels, AVL, scenic, technology platforms and other consumable goods and services.
• A strong, long-term working knowledge of industry labor standards and managing union and non-union relationships, permitting, safety, insurance and standard venue policies and procedures
• Excellent judgment, agility, and consistent ability to anticipate and identify problems and proactively and effectively address them
• Ability to work effectively and cheerfully in occasionally stressful, high-pressure, and demanding environments
• Strong ability to lead with empathy, awareness, understanding, courage, and appreciation
• Excellent computer skills that include Microsoft Office, SharePoint, and other cloud-based collaboration tools to aid in project management
  

Employment Expectations

• This is a salaried, full-time, exempt position
• Physical presence in the office is encouraged and occasionally required 
• Occasional onsite project support and travel is required
• Touch-supported professional growth and development is encouraged and supported
• Continued development of software platforms and applications skills is expected
• Show up, work hard, be nice to people

Work Environment and Conditions

• Monday-Friday with occasional evenings and weekends required (project-dependent)
• This role, by nature of the industry requires some travel and at times, requires working varying schedules including weekends, nights, extended shifts (10 hours), holidays, etc. based on the project requirements
• Position is hybrid in terms of working from the office and working remotely 
• Our industry often requires fast turn arounds and agility
• Touch-supported professional growth and training is encouraged

Physical Requirements

• Ability to lift is sometimes required for onsite work
• Ability to work on feet for extended periods
• On-site/event work can include long hours

Significant Collaborations

• Leadership team, department directors, project leads (internal and external), vendors, and clients
• Interactions might include briefings, collaborations, direction, and brainstorms

What We Offer

Industry competitive compensation package including:

• Medical, Dental & Vision Insurance with 100% company paid premiums for employee and immediate family
• Employee Assistance Program
• SIMPLE IRA (full vesting on hire)
• Discretionary Profit Participation Program (vesting required)
• Family Leave Benefits (vesting required)
• Education Expense Reimbursement
• Generous PTO Policy
  

Touch is an Equal Opportunity Employer.

Salary : $175,000