Job Title: Chief Client Officer (CCO)Be one of the first applicants, read the complete overview of the role below, then send your application for consideration.Location: Head Office (hybrid)Role OverviewWere seeking an experienced Chief Client Officer (CCO) to shape and drive the endtoend client experience ecosystem at our clients business, a high-growth Digital Marketing Agency. You'll be the client champion across the agency group, improving revenue growth, driving retention, and growing longterm partnerships with existing and new clients.Key Responsibilities1. Client Experience Leadership:Develop and implement a compelling, group-wide client experience strategy, ensuring consistent excellence across agencies and service linesLead the establishment of clientcentric processes, standards, playbooks, and operating conventions to ensure consistency, quality, and scalability.Define success metrics retention rates, revenue retention) and integrate performance dashboards2. 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 goalsIdentify and execute strategic upsell and cross-sell opportunities across client portfolios, collaborating with various departmental heads and internal stakeholdersLead and contribute to key new business pitches, in partnership with the SLT, to win expansion opportunities through existing accounts3. 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 strategiesAnalyse qualitative + quantitative insights to inform strategic adjustments across service, products, marketing, and agency operations to unlock client valueEnsure client POV is central to executive discussionsinfusing toplevel decision-making via being the voice of the client in the room4. 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 postdelight.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 investment5. Operational Excellence:Standardise tools and tech to reduce friction and enhance experiencesfor 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 agendaincluding Gross and Net Revenue Retention targetsQualifications & 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 excellenceClient-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 advantageousWhat Youll Gain:A leadership seat at the executive tabledriving a transformative client-obsessed culture across a Digital Marketing agency known for innovative thinkingTangible impact on agency growth via retention, upsell, and new revenues.Competitive salary, bonus, equity, benefits
Job Title
Chief Client Officer