Chief Client Officer

Grow (www.thisisgrow.com) creates industry-leading digital experiences, platforms, and activations for global brands like Google, adidas, Diageo, and more. We’re obsessed with creating work that people truly love and welcome into their digital lives. We get there with smart thinking, inspired creativity, purposeful innovation, and exceptional digital craft. We’ve been recognized by the industry’s leading publications and award shows, including having won 14 Cannes Lions, 40 FWAs, and 36 Webby nominations. We’ve also been recognized as Ad Age’s Small Agency of the Year Southeast and “Best Places to Work” from both Ad Age and Inc.

We’re looking for a Chief Client Officer to join our team. In this essential role, you’ll lead our company’s efforts to build invaluable client partnerships. We’re looking for a visionary leader who thrives on developing strategic solutions, growing lasting relationships, delivering exceptional work, and shaping world-class teams. The right candidate for this role will have deep digital expertise and comparable experience running the client services function within a successful agency. We’re a small but mighty team of about 25, so expect to work at both a leadership altitude and hands-on in the day-to-day business — all in service of shaping Grow’s brightest possible future.

Responsibilities:

• Client Services Leadership

  • Direct and oversee our agency-wide approach to client success and satisfaction

  • Oversee and advise on all client relationships to ensure their ongoing health, success, and intentional growth

  • Establish relationships with key client stakeholders, fostering strategic partnership and trust, and acting as a point of escalation when needed

  • Set and uphold standards for client service excellence, including essential processes and ways of working

  • Lead and manage team members serving in full-time brand lead roles

• Hands-On Client Partnership

  • Serve as the primary owner of select client relationships, ensuring strategic partnership, relationship health, and business growth

  • Identify opportunities to connect client objectives and agency capabilities; lead the proposal or pitch process to secure that work

  • Drive selected engagements during key stages, including: defining success, steering the team to right-fit solutions, maintaining alignment with the client, and ensuring successful delivery

• New Business Development

  • Lead the proposal or pitch process on key new business opportunities; overseeing and contributing to others led by the CEO or agency brand leads

  • Lead the development of strategies to expand existing client relationships across their internal business units

  • Note: This role is not responsible for lead generation but is expected to bring new opportunities to the agency through existing relationships, ongoing networking, and industry visibility / thought leadership

• Agency Leadership

  • Define agency strategies and plans in partnership with CEO and agency leadership team

  • Own relevant outcomes and KPIs, including but not limited to client revenue and retention

  • Recruit, hire, onboard, and train client services talent to support the agency's growth

• Optional: Oversee strategy function

  • Some candidates may bring experience and skills sufficient to oversee our agency’s strategy function, including staff and freelancers, but this is not a requirement for the role

Joining our team, expect a talented and driven group of about 25 colleagues who combine superpowers in strategy, creative, technology, and production to deliver best-in-class solutions. Our clients know us as a committed partner who delivers exceptional work. Our team knows it’s possible because of the incredible culture we’ve built.

Compensation

Compensation includes a competitive base salary and a performance-based bonus tied to agency profitability. For candidates with significant executive experience and anticipated business impact, we are open to discussing additional long-term incentives, such as phantom equity, to align with shared success.

Benefits

We’ve got great company benefits including health, dental, matching 401k, parental leave, paid learning and development opportunities, and more. We offer flexible paid time off and uncapped sick time. In addition, we close for 18 paid holidays, including two full weeks in which we fully close operations — one at midsummer, and one at the winter holidays. 

Location

We’d love to have you join us in our headquarters in Norfolk, Virginia, where most of our team is based, and so we’ll give preference to candidates who are open to working here, but we’re also open to a remote role for the right candidate. If remote, expect to join us in Norfolk about once a quarter, in addition to any necessary client travel. Our local team works a hybrid schedule with three days in the office, as well as the option to work remotely up to two months a year.

For a candidate open to relocation, we’ll cover relocation expenses and can also offer temporary housing. If you’re not already familiar, the Norfolk-Virginia Beach region is an amazing community on the coast that marries beach lifestyle with city culture. There’s thriving scenes in food, creative arts, small businesses, and startups — and it’s a wonderful place to raise a family.

We’re part of a community of like-minded creators and innovators, including those in our headquarters space in Assembly (www.assemblynfk.com), a unique campus we helped spearhead. We also regularly put our talents toward building the city in which we want to live and work.

Equal Opportunity Employer

Grow is proud to be an equal opportunity employer, and actively works to foster a culture of belonging. We are committed to equal opportunity employment regardless of race, religion, ethnic or national origin, age, disability, sexual orientation, gender identity, veteran status,  parental status or any other legally protected characteristic.