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Role Overview
We’re seeking an experienced Chief Client Officer (CCO) to shape and drive the end‑to‑end
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. Youll 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 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 + 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: Bachelors 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
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Seniority level
* Seniority level
Executive
Employment type
* Employment type
Part-time
Job function
* Job function
Other
* Industries
Software Development
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