Director, Client Experience, Healthcare

A successful Director is a trusted advisor. This person understands their client's business and is as passionate about it as if it was their own. They connect it with their own brand of marketing expertise and share thoughtful, strategic POVs. They are theclient's "first phone call." As a trusted advisor, this person brings their deep healthcare knowledge to the Barkley team to set priorities, inspire, and identify areas of success. Seen as a respected leader, this person proactively manages the right team to deliver the work while looking forward to identify fresh opportunities for organic growth against the whole brand spectrum.

The ideal candidate has a passion for creating an inclusive team culture that empowers their direct reports and galvanizes the cross agency team. They are able to navigate challenging situations and can artfully handle difficult conversations. Working closely with each department, this person respects the expertise of each team member and the importance of each role in the overall client relationship. As an agency that builds whole brands, this person will become the expert in all that Barkley has to offer and be able to combine it with client expertise as they form the ideal path forward for the business. By sharing and communicating their vision for brave work, the Director sets a clear purpose and action plan for the team to follow. Throughout everything a Director does, there is a passion for creative ideas, pushing beyond expectations, and inspiring the team to create work that builds whole brands.

• Decisive, critical resource, highly responsive - leads core team
• Expert Client relationship management
• Proactively voices client needs and activates against
• Shares POV and leads team based on strategic thought leadership tied to client business, industry, marketing, what's next
• Inspires cross agency team
• Applies whole brand offering - organic growth
• Runs independently, escalates when needed ( /-)
• Makes brave work
• Delegates to team
• Manages direct reports and their personal growth (currently no direct reports for this position but room to grow)
  
  

Responsibilities:

• Be the expert on the client's business. Consult with clients, steering modern business and brand innovations
• Creates the conditions and protects a diverse and inclusive environment where each team member feels they can bring their best self and be respected and seen
• Delivers Whole Brand ideas that solve business problems and measurable results
• Leads, empowers, and inspires a Brand Leadership team to understand and drive our Clients' business
• Continually brings perspective to the team on what moves the client's business forward and where to find success. Offers the "forest vs the trees" so big picture doesn't get forgotten or forsaken for a timeline or small project
• Set goals and vision that Informs, prioritizes, and inspires cross-agency Strategy, Creative and Engagement teams to deliver great work that moves the client's whole brand forward
• Champion the strategy team/creative brief and full creative process to create conditions for brave and impactful work. Bring a POV and client perspective that will help strengthen the work.
• Embraces the agency Whole Brand approach and consistently seeks out ways to deliver new work and additional growth opportunities to the clients
• Leads the overall Client Experience that delivers external strategic documents like Annual Planning and 360 Scorecard or internal performance tied to financial forecasting, Whole Brand Assessment and Team Annual Huddles
• Leads the development and management of the scoping process that is precise, detailed and forward-thinking by including the right department input and client direction - resulting in profitable, annual contracts
• Forecasts, tracks and reports contracted revenue with recommendations to solve any resource management or burn issues that impact profitability
• Build, retain and expand current Client engagements (organic growth)
• Collaborate with Growth teams to earn new Client Engagements
• Bring a positive, purposeful culture to the team that enables a can-do attitude and enjoyment of the client and the work
• Responsible for growing and retaining direct reports that includes a clear growth plan, ongoing communication on performance, and well-defined roles & responsibilities
• Proactive leadership that can foresee any client issues and knows how to solve early or escalate and request management support to resolve before they are detrimental to the relationship
• Partner closely with Project Management to make sure that the PM is involved in the right meetings, information sharing, and connection points for the whole team to be successful. Make sure all PMs and BL involved are clear on roles and responsibilities.
  
  

Qualifications:

• 5-8 years supporting healthcare clients
• Experience building and executing strategic business plans
• Experience building and executing growth marketing plans
• Experience inspiring, delivering and selling great creative
• Experience mentoring, developing and promoting talent
• Experience operationalizing and expanding contracts
• Experience developing work scopes and staffing plans
• Experience budgeting, forecasting and reporting revenue
• A bias for action
  
  

BarkleyOKRP's Commitment to Diversity & Inclusion

• We believe being radically diverse and inclusive is the key to becoming one of the world's great creative idea companies. By embracing everything that makes our partners who they are and what makes them unique to the world around them, we create the conditions and capacity to help creative, original thinking thrive.
• BarkleyOKRP is committed to Diversity, Equity, Inclusion and Belonging as part of our corporate strategic goals, supported by a formal DEI B program, Employee Resource Groups, Director of Diversity leadership and agency commitment to The Brand Lab, Creative Accelerator, Fellowship, MAIP, and BLAC.