Vice President of Client Experience

Vice President, Client Experience

Rochester, NY

JK Executive Strategies is proud to partner with a high-growth, results-driven marketing agency in search of a Vice President, Client Experience to join its leadership team! The Vice President, Client Experience is a visionary and strategic leader responsible for driving the overall client experience, retention, and growth across the organization. This role oversees a large, multi-level client services team and ensures the consistent delivery of exceptional service while achieving ambitious business objectives.

The VP is accountable for shaping and executing a comprehensive client success strategy, fostering a culture of excellence, and building deep, trusted partnerships with clients. As a senior leader, this individual helps clients navigate the digital marketplace and develop strategies to improve media efficiency, business outcomes, and overall customer experience.

Overseeing a team of 50+ professionals, the VP will guide leaders and teams in strengthening client relationships, solving complex business challenges, and leveraging tools, platforms, and data-driven insights. This role also leads continuous improvement of client service operations, talent development, and integration of best practices across regions.

The ideal candidate is a dynamic, results-oriented executive with experience leading organizational change, strong financial acumen, data-driven decision-making capabilities, and a deep foundation in digital media.

Responsibilities

Enterprise Strategy & Governance

• Client Success Strategy
• Develop and deliver a documented client success strategy within the first 90 days, including measurable objectives.
• Review and refine strategy quarterly to ensure alignment with market conditions and performance trends.
• Drive year-over-year improvement in client retention through targeted engagement initiatives.
• Thought Leadership
• Represent the organization in client forums and executive discussions, positioning the company as a leader in service excellence.
• Innovation & Transformation
• Lead initiatives to enhance the client experience through process optimization and adoption of emerging technologies.
• Monitor engagement metrics and ensure escalations are resolved within agreed-upon timelines to improve client satisfaction.

Operational Transformation & Functional Integration

• Operational Oversight
• Oversee the performance and effectiveness of client service teams, ensuring consistent delivery of high-quality service and achievement of KPIs.
• Operational Efficiencies
• Drive measurable efficiency improvements by optimizing workflows, reducing bottlenecks, and implementing scalable, data-driven solutions.
• Cross-Functional Alignment
• Collaborate closely with internal partner teams to ensure seamless service delivery and strategic alignment.
• Process Improvement
• Implement workflow enhancements informed by data analysis and performance trends.
• Risk Management
• Conduct quarterly risk assessments and maintain a risk scorecard.
• Mitigate risks related to client satisfaction, retention, and compliance.

Market Leadership & Strategic Growth Acceleration

• Growth Strategy
• Partner with executive leadership to identify and pursue growth opportunities, including upselling, cross-selling, and expansion of service offerings.
• Strategic Account Management
• Oversee strategic account planning to strengthen long-term partnerships and drive successful renewals.
• Retention & Expansion
• Achieve agreed-upon retention targets while increasing client lifetime value.

Talent Leadership & Performance Enablement

• Talent Strategy
• Assess, hire, onboard, and develop high-performing leaders and team members.
• Create and manage succession and talent development plans.
• Performance Management
• Set clear, outcome-based goals and ensure accountability across teams.
• Provide ongoing feedback and coaching to drive continuous improvement.
• Culture & Engagement
• Remove barriers that limit team performance.
• Mentor and inspire employees to reach their full potential.
• Develop incentive frameworks aligned to retention, cross-sell, and upsell goals.

Additional Responsibilities

• Travel nationally as needed (up to 20%).

Core Competencies

• Client-Centric Leadership: Deep commitment to understanding client needs and delivering continuous value.
• Collaborative Mindset: Builds strong partnerships across teams and functions.
• Adaptability: Learns quickly and adjusts effectively to evolving market conditions.
• Results-Oriented: Accountable for delivering measurable business outcomes.
• Strategic Discipline: Thinks proactively, plans intentionally, and aligns stakeholders before execution.

Requirements

• Master’s degree in Business, Marketing, or related field preferred.
• 10+ years of progressive experience in client success, client services, or account management.
• 5+ years of executive-level leadership experience within digital marketing, media, advertising, technology, or related environments.
• Expertise in consultative digital marketing, strategic account management, and retention strategy.
• Exceptional communication skills, executive presence, and negotiation capabilities.
• Advanced analytical skills and experience with CRM systems, client success platforms, and data analytics tools.
• Demonstrated success leading digital transformation initiatives.

Salary Range

• $200k-220k

JK Executive Strategies is an Equal Opportunity Employer. It is the policy of JK Executive Strategies to provide equal opportunity in employment and conditions of employment to all individuals regardless of age, race, color, religious beliefs, national origin, sexual orientation, gender identity, sex, veteran or military status, disability, pregnancy-related condition, predisposing genetic characteristics, genetic information, marital status, familial status, prior arrest, domestic violence victim status, non-job related convictions, participation in lawful activities outside of our workplace, or any other status protected by law.