Chief Client Officer

Job Title: Chief Client Officer (CCO)

Location: Head Office (hybrid)

Role Overview

We’re seeking an experienced Chief Client Officer (CCO) to shape and drive the end‑to‑end client experience ecosystem at our client’s business, a high-growth Digital Marketing Agency. You'll be the client champion across the agency group, improving revenue growth, driving retention, and growing long‑term partnerships with existing and new clients.

Key Responsibilities

1. Client Experience Leadership:

• Develop and implement a compelling, group-wide client experience strategy, ensuring consistent excellence across agencies and service lines
• Lead the establishment of client‑centric processes, standards, playbooks, and operating conventions to ensure consistency, quality, and scalability.
• Define success metrics retention rates, revenue retention) and integrate performance dashboards

2. Client Relationship & Commercial Growth Strategies:

• Serve as an executive sponsor for clients and serve as an escalation point and senior face for strategic global clients; own roster of high-value relationships with clear growth and satisfaction goals
• Identify and execute strategic upsell and cross-sell opportunities across client portfolios, collaborating with various departmental heads and internal stakeholders
• Lead and contribute to key new business pitches, in partnership with the SLT, to win expansion opportunities through existing accounts

3. Driving Client Value through insight and data:

• Design and deploy a robust client feedback program: surveys, interviews, panels, and business reviews to reveal satisfaction and loyalty trends to drive effective client engagement strategies
• Analyse qualitative + quantitative insights to inform strategic adjustments across service, products, marketing, and agency operations to unlock client value
• Ensure client POV is central to executive discussions—infusing top‑level decision-making via being the voice of the client in the room

4. Cross-Functional & Cultural Leadership:

• Collaborate with Marketing, Strategy, Creative, Talent, HR, Finance and Product teams to weave client focus through all agency touchpoints – from pitch to post‑delight.
• Champion client-centric principles internally through training, toolkits, workshops, recognition plans, and performance incentives.
• Build a high-performing client delivery experience: hire, coach, promote leadership and culture, ensuring consistent growth and capability investment

5. Operational Excellence:

• Standardise tools and tech to reduce friction and enhance experiences—for clients and teams alike.
• Champion automation of routine service flows, freeing team capacity and delivering scalable value.
• Drive KPI tracking, gracefully balancing client satisfaction and business agenda—including Gross and Net Revenue Retention targets

Qualifications & Experience:

• Proven track record (10+ years) in senior client-facing roles within digital and/or professional services, ideally agency-side, delivering client growth, retention, and experience excellence in a digital marketing or creative agency setting
• Client-Centric Leader: Inspirational, empathetic, strategic; able to translate client needs into effective and profitable service models.
• Cross-Functional Collaborator: Natural at influencing peers across product, creative, delivery, operations, finance, and leadership.
• Exceptional Communicator: Skilled in engaging presentations, negotiations, escalation resolution, and executive forums.
• Digital Fluency: Familiarity with tools like Salesforce, HubSpot, Gainsight, or Medallia, plus strong general tech / platform / channels for driving client value.
• Education: Bachelor's degree required; MBA or advanced credential in marketing or business is advantageous

What You’ll Gain:

• A leadership seat at the executive table—driving a transformative client-obsessed culture across a Digital Marketing agency known for innovative thinking
• Tangible impact on agency growth via retention, upsell, and new revenues.
• Competitive salary, bonus, equity, benefits