Description
Position: Vice President, Client ServicesLocation: Toronto, ON (Hybrid)Experience Required: Management | Digital Media | P&L Ownership
Company Overview
Other. is on a mission to raise the bar on quality, accountability, and transparency in the advertising industry - for both our clients and our people. As a 10-year old entrepreneurial organization, we are redefining the role of the modern media agency and have been recognized as a 3x winner of the Globe & Mail Canada’s Top Growing Companies achievement. While we have exacting standards, we also have a stark commitment to our people, with a flexible hybrid work model, a 4.5 day work week, parental leave top-up policy, work abroad opportunities, and more.
Role Summary
As the Vice President of Client Services, you will set the strategic vision and executional roadmap for our client service practice and client partnerships. This role, with a seat at the leadership table, requires a results-driven, high-energy individual with a strong track record in digital and paid media, client service, and team mentorship. You will oversee client relationships, renewals, and ensure excellence in service delivery through ensuring continued impact on the business results of our clients. With full departmental P&L accountability and a focus on both consultative revenue growth and operational efficiency, this role is an important role to our continued growth.
Key Responsibilities
1. Strategic Client Leadership
- Set and drive the strategic direction for client engagements, ensuring alignment with client business goals and agency standards for excellence.
- Establish and maintain deep relationships with senior stakeholders across client organizations, proactively identifying and addressing evolving needs.
- Lead high-stakes client presentations and quarterly business reviews, maintain Other.’s role as a proactive, strategic partner.
- Develop and implement a touchpoints strategy that aligns with client goals, fosters transparency, and ensures consistent engagement with senior client stakeholders.
- Manage and execute our client satisfaction questionnaire, deriving key insights and recommendations for how we can improve both our relationships and processes.
2. Business & Revenue Growth
- Collaborate closely with the executive team to define and execute strategies for client growth and retention, identifying opportunities for value creation for clients through consultation.
- Build and maintain strategic relationships with industry partners and key stakeholders, enhancing our agency’s profile and uncovering new avenues for growth.
- Lead annual contract renewals with existing clients and manage client finance as it pertains to invoicing and billing.
3. Departmental Leadership & Development
- Lead, mentor, and inspire a team of directors and associates, fostering a collaborative and growth-focused culture that emphasizes accountability and continuous improvement.
- Assist teams in solving key client business or marketing challenges through experience with performance and brand media.
- Oversee recruitment, performance evaluations, and professional development within the Client Services team, ensuring alignment with organizational growth and succession planning.
- Hold P&L responsibility, setting financial targets and optimizing resource allocation to ensure departmental profitability.
4. Thought Leadership & Industry Engagement
- Represent the agency as a thought leader in the media industry, creating industry-relevant content and participating in key industry events.
- Develop thought leadership initiatives that strengthen the agency's reputation as an innovator, collaborating with internal teams to publish and promote insights.
- Maintain up-to-date knowledge of industry trends, digital and traditional media advancements, and client service best practices, using this knowledge to inform internal strategies and client recommendations.
Ideal Candidate Profile
- Experience: Experience in leading and managing teams, a deep and applied experience of modern media, and a proven track-record of adding value to clients and teams is essential.
- Leadership: Proven ability to build, lead, and inspire high-performing teams, fostering a culture of accountability, innovation, and excellence.
- Strategic Vision: Demonstrated success in strategic client planning and execution, including managing high-stakes client partnerships and navigating complex client challenges.
- Financial Acumen: Skilled in P&L management, revenue forecasting, and budget planning, with a focus on profitable growth and resource optimization.
- Client-Centric Mindset: Deep understanding of digital marketing strategies, data-driven decision-making, and the client service standards that drive long-term retention and satisfaction.
- Communication & Presentation: Exceptional interpersonal skills, with the ability to communicate persuasively with executive-level stakeholders and deliver impactful presentations.
Why Join Other.?
- Competitive Compensation: We believe in rewarding good work and significant contributions and as such provide stand out salaries and a top benefits package.
- Flexible Hybrid Model: Enjoy a work environment that values both in-office collaboration and remote flexibility, designed to support your productivity and work-life balance.
- Growth-Focused Culture: Join a dynamic, fast-growing company where you can make a significant impact and be part of shaping our future. As we scale, your entrepreneurial spirit will be encouraged and valued.
- Close Collaboration with Founders: Work directly with the founding team, gaining unique insights and learning opportunities that come from contributing to a growing, innovative company.
