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For Companies At a Glance
- Tasks: Lead client experience strategy and drive growth through strong relationships and insights.
- Company: Join a high-growth Digital Marketing Agency known for innovative thinking.
- Benefits: Enjoy a competitive salary, bonuses, equity, and flexible hybrid work options.
- Why this job: Shape a client-obsessed culture and make a tangible impact on agency growth.
- Qualifications: 10+ years in senior client-facing roles; strong communication and digital fluency required.
- Other info: A leadership role at the executive table with opportunities for personal and professional growth.
The predicted salary is between 72000 - 108000 ÂŁ per year.
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
- 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.
- 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 a 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.
- 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 and 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.
- 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.
- 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.
Contact Detail:
Ultimate Asset Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Chief Client Officer
✨Tip Number 1
Network with professionals in the digital marketing space, especially those who have experience in client-facing roles. Attend industry events or webinars to connect with potential colleagues and learn about the latest trends in client experience.
✨Tip Number 2
Familiarise yourself with the tools mentioned in the job description, such as Salesforce and HubSpot. Consider taking online courses or certifications to enhance your skills and demonstrate your commitment to leveraging technology for client success.
✨Tip Number 3
Prepare to discuss your previous experiences in driving client retention and growth. Think of specific examples where you successfully implemented strategies that improved client satisfaction and revenue, as these will be crucial in showcasing your fit for the role.
✨Tip Number 4
Research the company’s current client experience initiatives and identify areas for improvement. This will not only help you understand their business better but also allow you to present insightful ideas during interviews, demonstrating your proactive approach.
We think you need these skills to ace Chief Client Officer
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Chief Client Officer position. Identify key responsibilities and qualifications that resonate with your experience, and think about how you can demonstrate your fit for the role.
Tailor Your CV: Customise your CV to highlight relevant experience in client-facing roles, particularly in digital marketing or agency settings. Emphasise achievements related to client growth, retention, and experience excellence.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the client experience ecosystem. Use specific examples from your past roles to illustrate how you have successfully driven client satisfaction and revenue growth.
Highlight Leadership Skills: In your application, emphasise your leadership qualities and cross-functional collaboration skills. Provide examples of how you've influenced teams and driven client-centric initiatives in previous positions.
How to prepare for a job interview at Ultimate Asset
✨Showcase Your Client-Centric Approach
As a Chief Client Officer, your ability to champion the client experience is crucial. Prepare examples of how you've successfully implemented client-centric strategies in previous roles, highlighting specific outcomes like improved retention rates or revenue growth.
✨Demonstrate Cross-Functional Collaboration
This role requires working closely with various departments. Be ready to discuss instances where you've effectively collaborated with teams such as marketing, finance, and operations to enhance client experiences and drive business results.
✨Prepare for Insight-Driven Discussions
Understanding client feedback and data analysis is key. Familiarise yourself with tools like Salesforce or HubSpot, and be prepared to discuss how you've used insights to inform strategic decisions and improve client satisfaction.
✨Exhibit Strong Communication Skills
Exceptional communication is vital for this position. Practice articulating your thoughts clearly and confidently, especially when discussing complex ideas or negotiating with clients. Consider preparing a brief presentation to showcase your communication style.
