JellyfishVP of Client Management, Creative
At Jellyfish we believe that our individual differences are our greatest assets. We are passionate about empowering every employee to reach their full potential and contribute their unique perspectives to our collaborative environment. We are an equal opportunity employer and firmly believe that a diverse and inclusive workforce drives innovation and leads to better solutions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other personal characteristics that make them who they are.
Jellyfish is a global digital marketing agency; a unique fusion of tech enthusiasts, creative minds, and media and data experts all united to empower our clients along their digital journey. Our commitment to embracing diverse perspectives fuels our innovation and strategies that challenge the status quo, reinvent media activation, and craft influential stories for our global clients and their customers. Join us in shaping a future where business growth and personal fulfilment go hand in hand.
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.
Job Description
The VP of Client Management (Creative) is responsible for client satisfaction, fostering relationships and driving profitable growth opportunities. This role requires a strategic leader with expertise in client management that deeply understands the client’s business to lead a cross functional team to deliver best in class content and anticipates challenges to develop solutions for the client. This trusted advisor will deliver proactive growth opportunities in collaboration with cross functional teams and ensure the operational day-to-day runs brilliantly, but is not expected to spend their time on low-value, administrative tasks but owning and driving the higher level views and growth.
This is a hybrid position based out of our NYC office. The salary for this position is between $230,000-250,000 USD, annually and final offer is based upon experience.
Responsibilities
Oversee a portfolio of accounts within Jellyfish, or lead a high-complexity international or cross-capability client
Responsible for building and overseeing growth plans for clients, and working to achieve set targets throughout the year
Drive innovation by representing Jellyfish in marketing efforts and staying ahead of industry trends: build an external voice
Support in new business: lead pitches in partnership with the Growth team, building commercials, teams while driving the narrative and deliverables/timelines
Provide strategic support to Account Directors and Client Management teams to ensure collaboration and consistency
Lead teams in nurturing client relationships: ensure best-in-class Client Management relationship building at every level is happening
Provide strategic oversight in articulating client business objectives and lead Jellyfish solutions/responses with capability teams to deliver best in class content
Lead proactive solutions and opportunities based on business needs in collaboration with capabilities leads
Conduct Quarterly Business Reviews (QBRs), client relationship surveys, conference notes in key meetings and recommend strategic actions. CPs should be constantly optimizing and looking for ways to improve relationships, ways of working, always taking a periscopic view of ‘what’s next, how can we make this greater, what are the potential smoking fires and how do we put them out before they become flames’
Maintain relationships with key senior client stakeholders, while building and expanding beyond these to open new doors
Collaborate with department and industry leads to pursue growth opportunities
Monitor commercial aspects of client relationships, driving operational improvements and efficiency
Lead complex client renewals, ensuring long-term success and profitability
Responsible for accurate client forecast submissions and account financial operations (i.e. billing, etc) with the internal finance team
Mentor and support junior team members, fostering professional growth and expertise and ensuring that Client Management Brilliant Basics are being delivered at every level
Deliver SMART goals quarterly performance reviews and provide feedback to managers on requested team members
Identify and address resource and skillset gaps to ensure the team functions optimally
Drive thought leadership and industry insights through external partnerships (e.g., Google, Facebook, Salesforce, Amazon)
Participate in Jellyfish training across capabilities teams to identify future opportunities for your respective accounts
Support Marketing efforts by developing client-endorsed case studies and partner PR initiatives
Skills and Competencies
Good Commercial knowledge: Ability to build staffing plans, define SLAs, manage scope and know how to optimize to improve profitability
Multi-sector/vertical: Ability to turn hand to breadth of sectors and Capabilities, ideally with experience working cross-market or running a large Enterprise account
New Business Experience: Experience in participating in new business. Own a pitch narrative, lead end-end process
Excellent Communication and Presentation: Consistently delivers clear, persuasive, and actionable recommendations to internal teams and clients
Technical Expertise, plus breadth of knowledge: Client Management Client Partners should be technically excellent in their ‘bent’ (e.g. media/production) with a deep comprehension of the breath of JF offerings to be able to identify potential growth opportunities
Strategic Use of Data and Tools: Regularly uses platforms like Google Analytics to analyze performance data, generate insights, and guide decision-making that optimizes client outcomes and maximizes ROI
Strategic Thinking: Ability to anticipate client needs, proactively identify opportunities, and drive results
Proactive Problem-Solving: Tackles challenges with a calm, solutions-oriented mindset, resolving conflicts and identifying opportunities to strengthen processes, improve outcomes, and enhance client relationships
Collaboration and Team Leadership: 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.
Commitment to Excellence: Demonstrates exceptional attention to detail by producing high-quality work that consistently meets or exceeds expectations, setting a standard of excellence for the team, and ensuring positive client satisfaction scores
Business Acumen: Ability to align Jellyfish’s solutions with client business objectives and drive account growth
CRM & Data Management: Experience managing client data in Salesforce or similar systems, ensuring accuracy and integrity
Leadership & Mentorship: Proven ability to guide and support junior team members, fostering professional growth and development
Behaviors:
Client-Centric Mindset
Anticipates client needs and proactively provides solutions or recommendations
**Ownership and Accountability**Owns mistakes, identifies lessons learned, and implements improvements to avoid repeating errors
**Problem-Solving**Identifies potential obstacles early; develops actionable solutions to mitigate risks
**Commitment to Growth and Learning**Proactively seeks feedback from colleagues, and clients to identify areas for improvement