Senior Client Success Director

About VML About VML VML is a leading creative company that combines brand experience, customer experience, and commerce, creating connected brands to drive growth. VML is celebrated for its innovative and human first, award-winning work for blue chip client partners including AstraZeneca, Colgate-Palmolive, Dell, Ford, Microsoft, Nestlé, The Coca-Cola Company, and Wendy\’s. The agency is recognized by the Forrester WaveTM Reports, as a Leader among Marketing Creative and Content Service Providers, Commerce Services, Global Digital Experience Services, Global Marketing Services and, most recently, Marketing Measurement & Optimization. In addition, VML\’s specialist health network, VML Health, is one of the world\’s largest and most awarded health agencies. VML\’s global network is powered by 26,000 talented people across 55+ markets, with principal offices in Kansas City, New York, Detroit, London, São Paulo, Shanghai, Singapore, and Sydney.What You\’ll DoWe are seeking a Senior Client Success Director with deep expertise in Marketing effectiveness and econometrics to lead our most strategic client relationships and shape the future of our client success function. In this senior leadership role, you will serve as a trusted advisor to C-suite executives, ensuring our advanced analytics solutions deliver measurable business outcomes while driving account growth and retention. The Client Success Senior Director will be responsible for client leadership across a selection of Gain Theory\’s portfolio. The ideal candidate should have a minimum of 8 years of experience in client relationship management and data analytics. We expect this person to be the primary point of contact for senior client stakeholders and to act as a trusted advisor, deeply understanding client business objectives and leveraging Gain Theory\’s expertise to deliver exceptional value and drive measurable results. We require someone who has a deep understanding of data and analytics, is able to interpret complex datasets and extract actionable insights that drive client success. This person should serve as an inspirational leader within the Client Success team, fostering a collaborative and results-oriented environment.Key ResponsibilitiesProject Delivery: Ensures projects within remit are managed to time and scope. Highlights any risks to client lead.Quality Assurance: Puts in place robust quality assurance techniques and follows them to ensure work going to clients is right first time.Insights & storytelling: Uses data and analytics interpretation skills to bring insights to life for a mid-senior audience and explain complex insights at a simple, impactful level to various audiences.Client training: Ensures clients have full knowledge and training of Gain Theory Interactive, highlighting any bugs or enhancements to the GTI team.Operational Excellence: Ensures projects are following Operational Excellence process and that there is full adherence from Client Success team.FinancialLooks for opportunities to drive profitable growth for clients and take on incremental opportunities; bring in client lead and senior team for larger opportunities.Identifies client value and helps clients recognise that value.Understands how project decisions impact profitability and supports efficient processes or tighter scope management in consultation with the client lead.Understands actions impact Gain Theory profitability and acts accordingly.May be involved in new business pitches as part of a wider team and may lead opportunities that do not require a large team.Client ManagementManages against SOW to prevent scope creep and slippage.Implements plans to drive higher client satisfaction across metrics, highlighting issues to client leadership.Increases stakeholder reach and advocacy at senior levels and works with client leadership to embed plans.Collaborates on risk mitigation with client leadership and develops mitigation plans.Thought LeadershipMaintains knowledge of Gain Theory solutions, systems, and ways of working to discuss aspects of Gain Theory\’s offering with clients; continues learning in this space.Keeps an up-to-date understanding of clients\’ industries and trends to identify opportunities for growth.Understands the marketing effectiveness industry to assess threats, challenges, and opportunities to client relationships.Values & TeamInspires Client Success Managers and drives initiatives to improve team satisfaction.Facilitates collaborative learning and knowledge sharing to boost team capabilities.KPIs & Success FactorsNet Sales GrowthNumber of Client StakeholdersClient InfluenceClient AdvocacyClient SatisfactionClient Success Practice Area ESATOPEX ImplementationValue generated for ClientsAwards enteredWhat You\’d Need To Succeed8+ years of experience in client success, consulting, or marketing analytics roles with significant client-facing responsibility.Demonstrated expertise in Marketing Mix Modeling and econometrics (model interpretation, ROI analysis, elasticity, attribution methods).Proven ability to lead, manage, and develop high-performing Client Success teams.Experience managing enterprise portfolios and influencing C-suite stakeholders across global brands.Ability to manage client relationships and communicate complex analytics to non-technical audiences.Strong strategic thinking and problem-solving skills.Strong commercial mindset with experience identifying new opportunities.Excellent communication, presentation, and stakeholder management skills.Proven project management experience with multiple projects simultaneously.Proficient with Excel, PowerPoint, and at least one analytics environment (R, Python, or similar).Bachelor\’s or Master\’s degree in a quantitative field (e.g., Statistics, Economics, Mathematics).Why work for us?Gain Theory is committed to actively building a diverse, equitable and inclusive workplace where everyone feels welcomed, valued and heard, and is treated with dignity and respect. As leaders and creative partners across industries, it is our responsibility to cultivate an environment reflective of our greatest asset; our people. We believe that this commitment inspires growth and delivers equitable outcomes for everyone as well as the clients and communities we serve.What We Pride Ourselves OnGrowth and developmentMeaningful workFlexible by designBrilliant benefitsCulture with HeartOur exceptional and skilled team defines Gain Theory. That\\\’s why we seek individuals who strive for excellence and continually challenge us to improve.What We DoGain Theory is a global marketing effectiveness and foresight consultancy. Our vision is to accelerate growth for ambitious brands by giving clients the confidence to make better data-informed investment decisions. High-touch consultancy powered by unique partnerships and proprietary technology are used to power our award-winning solutions. As a WPP consultancy, Gain Theory also has access to a range of data, expertise, and tools that create a truly differentiated offering.Who We AreWe are a people-centric organisation whose culture is underpinned by 4 important values: Be Curious, Be Positive, Make it Better and Act with Consideration. We channel these values through our behaviours, in the way we work, and in the interactions we have with each other and our clients. We believe the best work happens when we\’re together, fostering creativity, collaboration, and connection. That\’s why we\’ve adopted a hybrid approach, with teams in the office an average of four days a week. If you require accommodations or flexibility, please discuss this with the hiring team during the interview process. WPP (VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. When you click \”Submit Application\”, this will send any information you add below to VML. Before you do this, we think it\’s a good idea to read through our Recruitment Privacy Policy. California residents should read our California Recruitment Privacy Notice. This explains what we do with your personal data when you apply for a role with us, and, how you can update the information you have provided us with or how to remove it.

#J-18808-Ljbffr