Senior Director, Client Experience

Senior Director, Client Experience

Location: Nashville, TN 

Department: Client Experience (CX)

Years' Experience: 10-12

Reports to: Senior Vice President, Client Experience

The Position

The Client Experience team is responsible for being a strategic partner and trusted advisor to our clients by helping them address business imperatives or issues with the right marketing/communications solutions. They champion a superlative client experience by leading a dynamic integrated team to develop breakthrough ideas, innovative programs and executional excellence. They should not only advocate the agency’s full breadth of capabilities and expertise across today’s digitally led media landscape but lead business development activities with existing and new clients.

The Sr. Director, Client Experience leads both projects and people with comprehensive knowledge of clients’ business goals and needs. They are a constant challenger of assumptions and consistently probing for deeper understanding. The Sr. Director effectively communicates clients’ vision with agency teams for program alignment. In addition to leading the client and internal teams, the Sr. Director is a leader in the Client Experience Department and across Revive’s efforts as an agency.

The Commitment

At Revive, our work is rooted in understanding people of all races, ethnicities, gender expressions, sexual identities, abilities, and life experiences. To do so, we foster a culture that generates inclusive work that contributes to health equity for all. That is why we lean into the honest conversations that teach us to recognize that the work of diversity, equity and inclusion is never done and that it must guide everything we do. We commit to this essential work because it is our moral bond, our business imperative, and the foundation of brilliant, resonant work for our clients.

The Responsibilities

Includes, but not limited to the following:

• Drive development of solution-based program strategies and direct development of tactical plans and execution
• Serve as key client point of contact and oversee day-to-day operations of integrated teams on programs and pitches
• Develop and drive strategy for existing engagements and new business opportunities
• Work hand-in-hand with strategy leaders to establish best approaches for client work
• Partner closely with project management leaders to ensure projects stay on time and on budget
• Complete and present quality work that exceeds client expectations
• Coordinate integration with agency partners
• Manage financial performance of accounts and their contribution to the agency’s financial success
• Act as an effective, two-way translator between clients and integrated teams, actively counseling the development of work in the best interest of all parties
• Develop new and nimble ways of working to enhance client work and internal team experiences
• Successfully navigate conflicts across internal stakeholders, clients and agency partners
• Coach, mentor, and manage talent
• Build strong relationships with client leadership
• Serve as a role model for junior team members and fully own designated projects and clients; lead and motivate project teams; proactively seek strategic ways to expand and improve our work

Success Looks Like

• My internal teams look to me for guidance and counsel; they trust my opinion about what is right for the client work and our business.
• Clients enjoy working with me, but more importantly, they know that I will always bring them smart strategies that are aligned with their goals.
• I have a strong understanding of my accounts’ financial success and how they contribute to the agency’s financial success.
• I am seen as a leader on my internal teams and by my teammates in the Client Experience Department. I bring new ideas and approaches to the work and share it across the agency.

The Essentials

• Strong decision-making
• Team management, people development
• Effective communication skills, both verbal and written
• High proficiency of digital and emerging trends
• Travel: ~15% depending on client and new business needs
• Agency experience required
• Healthcare experience OR a variety of industries experience required
• Comfortable working in an open office environment and through remote channels, such as Zoom and Slack
• Ability to multitask, and delegate, working in a high-volume environment 
• Discernment to protect confidential information, both verbal and written

Our Values

Respect.

OWN IT.

Grow, always.

Employees must be fully vaccinated against COVID-19 and, if hired, present proof of vaccination prior to start date, unless eligible for a medical or religious accommodation or other accommodation required under applicable law.

Revive is proud to be an Equal Opportunity/Affirmative Action employer. Revive recruits qualified applicants without regard to race, color, religion, gender, age, ethnic or national origin, protected veteran status, physical or mental disability, sexual orientation, gender identity, marital status or citizenship status.