General information

Agency: Kinesso

Job Function: Client Services

Location: New York, United States

Job Ref#: 6151

Description & Requirements

Position Summary
The EVP of Global Client Experience role is to land the vision of relentless and radical understanding of our client’s business needs to deliver exceptional experiences with Kinesso. This role combines organic growth, agency and partner relationships and client onboarding to develop an end-to-end system to operating with our clients.  

The leadership objective is to accelerate Kinesso’s growth, delivering strong revenue gains by attracting new clients and delighting current clients to retain and expand their engagement with Kinesso Products and Services, globally. Key to success will be the ability to capture the voice of the customer and translate that into the Kinesso organization to measurably improve products and services.

Key Responsibilities
This role will work with leaders at the agencies, Acxiom, Matterkind and Kinesso to grow clients revenue and market share by leveraging the Kinesso, Acxiom and Matterkind suite of audience, data and technology products. Day to day responsibilities will include 

• Engage in Joint Business planning and Opportunity mapping for priority clients across the IPG Network of agencies for  the development of Growth plans for clients that leverages AKM solutions and services 
• Build close relationships with agency business leaders to gain a deep understanding of client business in order to proactively develop solutions that unlock growth for the client and for IPG/ Kinesso /agencies 
• Design Quarterly Business reviews with agency leaders to monitor progress against annual priorities, evaluate opportunities as business needs evolve and maintain a high level of engagement with Kinesso and its product and service offerings
• Launch a partner platform solutions consulting team to manage the Google partner program for growth; align with leaders for similar programs with Adobe and Salesforce 
• Designing and Implementing new systems, ways of working, standing up teams and platforms to run the day to day client management and communication across AKM organizations
• Engaging with product and service leadership to manage client expectations and delivery fundamentals
• Develop and deploy the company’s customer experience strategy, including characterization of strategic customer segments and implications for charters and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth
• Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touch-points.
• Establish and roll-out the company’s customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.
• Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value and growth
• Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
• Influence ease-of-work and ease-of-doing business as a committee member for product development and realization, go-to-market, employee engagement and other endeavors across the company.
• Ensure ongoing skill development and capability-building within the customer experience management roles and among executives and employees at-large for customer-focused communication, customer experience improvement and innovation, and alignment with customer expectations.
• The EVP will collaborate with the Global Chief Client Officer to help implement a road map that strengthens Kinesso’s reputation and revenue with agencies across the IPG network globally. 
Desired Skills & Experience
* Proven experience leading projects across disciplines, business units, organizations and reporting structures. 
 * Ability to drive clarity and collaboration in a multi-stakeholder environment 
 * Competency in technical sales, solution design and sales support - especially in a dynamic technology and data environment. 
 * Demonstrated success in helping clients take concrete action based on analytics and data
 * Demonstrated success in managing analytical, commercial, and emotional elements of a client relationship
 * Strong understanding of the global data and ad tech ecosystem essential
 * Understanding of audience analytics capabilities and best practices in the current environment
 * Working knowledge of data factors driving project success (e.g. role and value of PII vs. anonymized data, cookies vs. people, panels vs. census, passive vs. active/survey data, fused vs. matched data, etc.)
 * Proficiency in storytelling and presentation
 * Organizational agility and change management
 * Strong written and verbal communication
 * Ability to engage, develop, and give feedback to drive success of colleagues not reporting to you directly
Employment Transparency
It is the policy of Kinesso, division of the Interpublic group, to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, ethnicity, gender, age, religion, creed, national origin, sexual orientation, gender identity, marital status, citizenship, genetic information, veteran status, disability, or any other basis prohibited by applicable federal, state, or local law. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

The employer will make reasonable accommodations in compliance with the American with Disabilities Act of 1990. The job description will be reviewed periodically as duties and responsibilities change with business necessity. Essential and other job functions are subject to modification. Reasonable accommodations may be provided to enable individuals with disabilities to perform the essential functions.  

For applicants to jobs in the United States: In compliance with the current Americans with Disabilities Act and state and local laws, if you have a disability and would like to request an accommodation to apply for a position with Kinesso, please email accommodation@mbww.com

About Us

Kinesso brings together the best minds in data, technology and media activation to deliver seamless data-driven marketing solutions. As a technology-enabler, Kinesso powers marketing systems through a proprietary suite of applications that integrate ad tech and martech. Kinesso’s application framework spans audience, planning, and activation, delivering insights and business outcomes for leading global brands.