envision-horizons - VP of Client Services

• How You'll Make An Impact • Lead, mentor, and develop the client services team, fostering a culture of high performance and accountability. • Provide strategic oversight and alignment across Creative and Logistics teams to ensure cohesive client delivery and integrated growth strategies. • Design, implement, and enforce repeatable protocols and processes across the client lifecycle that increase client LTV and drive net revenue retention—ensuring growth in scope of work, service mix, and spend per client, not just renewal. • Oversee the full client lifecycle, ensuring exceptional service delivery, satisfaction, and retention across all service lines. Oversee the full client lifecycle, ensuring exceptional service delivery, satisfaction, and retention. • Act as the executive point of contact for key clients, building trusted partnerships and proactively identifying and executing on opportunities for account growth and expanded service delivery. • Travel as needed to lead in-person client planning days, and coach and train account teams to independently plan and facilitate these sessions, building internal capability so the practice can scale without VP involvement in every engagement. • Develop and execute strategies to expand existing client engagements and support new business initiatives, including leading our growth beyond Amazon into additional marketplaces and retail media channels such as Walmart, Target, TikTok, and Ulta. • Partner cross-functionally with Creative and Logistics leaders to ensure capacity planning, prioritization, and execution are aligned with client needs and agency goals. • Partner with Operations and Finance to enhance standardized SOW templates and pricing frameworks for new and expanded service offerings, ensuring consistency, scalability, and margin visibility as the agency grows its service portfolio. • Build and manage client feedback loops and database management processes, ensuring the collection and analysis of quantifiable feedback to identify areas of strong performance, upsell/cross-sell opportunities, and areas for improvement. • Develop and own a client health scoring system—tracking metrics such as engagement, performance trends, satisfaction, and utilization of services—and build reporting that translates those metrics into clear, actionable interventions for the client services team. • Lead ongoing training and enablement programs for the client services team to ensure consistent, high-quality execution of retention and growth protocols across all accounts. • Manage the client services P&L, including revenue forecasting, budgeting, and scaling ratios, to maximize profitability and achieve financial targets. • Analyze financial and performance data—including LTV, NRR, churn, and expansion revenue—to inform decision-making, refine protocols, and drive continuous improvement across the department. • Collaborate with cross-functional senior leaders to problem-solve, align on goals, and drive resource allocation and business-priority decisions. • Report regularly to executive leadership on client satisfaction, team performance, retention/growth metrics, and financial outcomes. • Identify and execute opportunities to increase the use of AI within the client services team, providing time savings and efficiencies to your team. • Deliver consistent, provocative thought leadership that helps our clients see around corners and challenges our team to produce work that transforms our client’s business. • What Sets You Apart • 10+ years of experience in client services, account management, or a related leadership role, either in digital marketing, e-commerce, or agency environments. • Experience with digital advertising, Amazon marketplace management, or e-commerce platforms. • Experience developing standardized processes (e.g., SOWs, pricing frameworks, health-scoring systems) in partnership with Finance/Operations teams within an agency or services business. • Ability to balance high-level strategic leadership with hands-on execution; comfortable rolling up sleeves to support client success, refine processes, and guide teams directly in a lean, small to mid-sized agency environment. • Must have agency experience owning an agency P&L of $20M or more, including budgeting, forecasting, and financial analysis. • Experience building and scaling new service offerings or business units. • Proven ability to design, implement, and enforce scalable processes and protocols across a client services organization. • Strong analytical and strategic thinking skills, with demonstrated success building programs or protocols that measurably increased client LTV, net revenue retention, or account growth, and the ability to interpret data (LTV, NRR, churn, expansion revenue) and translate it into actionable retention and growth strategies. • Proven ability to lead, develop, train, and motivate high-performing teams, including cross-functional teams spanning creative, operational, and performance marketing disciplines. • Strong track record of driving client retention, satisfaction, and business growth. • High EQ and executive presence. • Excellent communication, negotiation, and presentation skills. • Bachelor's degree in Business, Marketing, or a related field. • Experience in a senior brand-side role, including leading cross-functional teams and overseeing complex, high-value client relationships across multiple industry verticals. • Entrepreneurial mindset and ability to thrive in a fast-paced, remote-first environment. • Familiarity with measurement software, programmatic media, or affiliate marketing.