Vice President of Client Management

About this role

About Jellyfish

Jellyfish is a full service global digital agency, combining strategy, creative, data and media buying and planning expertise with technology under one integrated roof. With almost 2,000 Jellies across 38 offices worldwide, we are the unconventional global marketing partner of the future.

We understand both brand and activation. We ensure our clients reach, influence and connect with the right audiences and fans based on data that reveals the insights to deliver exceptional creative solutions across any platform. In short, we create and deliver culturally relevant creativity that cuts through the clutter and sets hearts (and feeds) on fire.

As part of the Brandtech Group we’re at the forefront of the deployment of GenAI tools across every aspect of what we do and in PencilPro we have the world’s No 1 generative AI platform, revolutionising the process of creative production, distribution and performance prediction.

Capability Overview:

At Jellyfish, Client Management has strategic ownership of accounts, providing the very highest levels of client service as well as identifying and driving new business opportunities. They ensure opportunities are converted and accounts are grown in line with the strategy and growth targets of the agency. They have in-depth knowledge of the industry and are able to confidently establish relationships with clients at all levels, understanding their strategic marketing and business problems and taking a longer-term view beyond the day-to-day on how Jellyfish can partner to solve them.

Nothing that comes into Jellyfish should be a surprise to the CM team, nothing goes out to our clients without a tacit or explicit acknowledgement by the CM team. The client lead functions as the "CEO" of a mini business inside Jellyfish. As the CEO of their client business, they are essential, brilliant, and strategic: emblematic of putting clients first and caring for our people -- with career roadmaps ahead of them including hub, country, and agency leadership.

Role Overview:

As a key strategic leader within Jellyfish, you will be responsible for driving client success, revenue growth, and operational excellence across our highest value domestic and/or global accounts. You will lead client relationships at the highest level, ensuring alignment with business objectives while fostering long-term partnerships. Your expertise in client management, financial accountability, and cross-functional leadership will contribute to Jellyfish’s continued success and innovation, and you will contribute to product development, marketing, plus cross-group engagements.

Just as important as client management, this role must also lead cross-functional teams within Jellyfish with an understanding of operations. An in-depth understanding of social media, production and creator landscape to lead workflows from ideation to publication of busy social media channels while also managing internal and external teams is critical. This role must be an active problem solver handling interpersonal relationships just as much as operational ones.

This is a hybrid position, based out of our Los Angeles office combined with time spent in-office with the client on a weekly basis. The salary range for this position is between $225,000-240,000 USD, annually, and a final offer is dependent on experience.

Responsibilities

- Develop and lead overarching client strategies, ensuring sustained business growth and long-term success across a wide book of business

- Establish and maintain strong relationships with C-suite and senior decision-makers both internal and external, driving retention, satisfaction, seamless delivery and revenue expansion

- Support where needed in aligning internal capabilities to ensure seamless execution and maximum client value

- Solve problems and identify issues in real-time by engaging with cross functional leads and key stakeholders

- Adapt systems and processes for agile needs of clients and internal partners

- Streamline processes, improve workflows, and ensure consistency across client accounts

- Own the business outcomes of client strategies, ensuring all teams are working towards the same goals

- Accountable for achieving commercial and growth targets within your client portfolio

- Serve as the ultimate escalation point for client issues, ensuring challenges are resolved efficiently

- Identify and capitalize on new business opportunities, both on existing and net-new

- Collaborate with leadership to oversee key Capability workstreams and improvements

- Lead, mentor, and develop senior team members to drive high performance

- Deliver SMART goals quarterly performance reviews to all direct reports and review all line managers performance reviews in hub ownership

- Identify & deliver growth or performance improvement opportunities to team members in their hub ownership

- Provide coaching and guidance on complex client management challenges

- Contribute to leadership succession planning by developing future leaders within the organization

- Represent Jellyfish at industry events, client forums, and thought leadership initiatives

- Champion diversity, equity, and inclusion (DEI) initiatives in recruitment, resourcing, and talent development

- Lead client commercials by building teams in collaboration with capability leads, define ways of working (internal & external) and identify opportunities to improve profitability

- Consistently delivers lear, persuasive, and actionable recommendations to internal teams and clients

- Actively contribute to a collaborative, high-performing work environment by leading cross-functional teams effectively, fostering open communication, and ensuring the timely delivery of complex projects.

Qualifications

- 15+ years of client management and delivery experience, with deep expertise navigating complex global accounts across social media, creative production, and…