Job DescriptionThe VP, Client Services and Digital Transformation owns end-to-end accountability for an account or account group: strategic and creative direction, client leadership and growth, and the program governance and commercial control needed to deliver against it. This role combines what was previously split across a Group Business Director (strategy, client relationship, new business) and a Programme Lead (release planning, dependency mapping, delivery governance, commercial rhythm), consolidating strategic ownership and delivery governance into a single accountable lead. This role is needed in Atlanta to accommodate our clients.
ResponsibilitiesStrategy & Growth- Write proposals, strategies and briefs that inspire great work and meet clients' overall business and marketing objectives.
- Understand the business needs and identify opportunities to shape the digital transformation roadmap spanning CX, data, and platforms.
- Lead planning and forecasting of client plans, aligned to the digital transformation or integrated roadmap.
- Advise clients and agency teams on the latest digital and AI-enabled innovations.
- Inspire creative thinking, judge creative ideas, and hold the bar on quality of thinking as well as delivery.
Program Governance & Delivery- Own the integrated roadmap and release calendar across UX, engineering, content, analytics, and agency partners.
- Run cross-program cadences; maintain decision, dependency, and change logs.
- Keep all projects on schedule and within scope, partnering with strategy and delivery teams day to day.
- Identify and embed new ways of working that let the team deliver quality work faster and more cost-effectively.
- Build a delivery model that scales across multiple brands and stakeholders without becoming person-dependent.
Quality & Release Readiness- Align non-functional requirements, security, analytics, and QA readiness across streams.
- Institutionalise go-live checklists and DNP (do-not-proceed) tracking; drive post-release retrospectives.
Regulated Digital Delivery- Lead delivery in environments where review cycles, compliance requirements, and approval workflows are critical, ensuring plans account for regulatory and legal review, stakeholder sign-off, and market-specific complexity.
- Maintain high standards of documentation, decision tracking, and change visibility across all workstreams.
- Balance speed and quality with client-led compliance processes.
Commercial & Resourcing Management- Align team capacity to the roadmap; manage forecasts, invoicing rhythms, and revenue phasing.
- Standardise estimation practices and enforce change control across workstreams.
- Own budget and resource planning, allocation, and management, in association with Directors.
- Ensure clients are efficiently and accurately charged for work performed.
- Own portfolio financial health including forecasting, burn tracking, margin awareness, and early identification of budget, timeline, or margin risk, with recovery plans in place.
- Spot and qualify new work opportunities early, shaping scope and commercial approach before a formal brief lands.
Client & Stakeholder Leadership- Maintain a single program-level source of truth: RAG status by track, KPIs, runway, and key decisions.
- Operate across multiple business units and brand teams within a single enterprise client, translating fragmented stakeholder agendas into one coherent ecosystem vision.
- Partner with Project Management on scope, commercials, and senior stakeholder alignment.
- Provide communications counsel and strategic advice to each client; develop strong relationships with senior client stakeholders.
- Solve client service problems before they escalate, and communicate concerns to the agency team where needed.
- Have the presence and skill to present and sell agency ideas and work at a senior level.
Team Leadership & Capability- Manage and direct the account and delivery team to consistently deliver brilliant work.
- Train, support, mentor, and develop the professional competencies of the wider team; drive group performance.
- Maintain an effective, collaborative team culture and a climate of creativity and innovation.
- Run regular team meetings to review progress, surface problems, and correct course.
- Operate across multiple projects and clients at once without losing quality or control.
New Business & Account Growth- Proactively grow the accounts allocated under remit.
- Seek opportunities for additional service offerings within the current client portfolio.
- Lead and drive new business efforts in response to new client briefs and pitch opportunities.
QualificationsWhat You'll BringMust have- Extensive experience leading complex digital delivery in an agency or consulting environment; 10+ years.
- Strong track record managing large portfolios with multiple concurrent workstreams and senior stakeholders
- Working knowledge of digital platforms, CMS-led delivery, CRM ecosystems, content production, and integrated campaign execution.
- Comfortable working at the intersection of strategy and technical architecture with demonstrated ability in asking sharp questions, learns fast, and translates technical constraints into client-ready narrative and back again.
- Strong commercial judgement with confidence in forecasting, scoping, change control, opportunity shaping, and proposal development.
- Role to be based in Atlanta
Highly regarded- Experience in regulated or approval-heavy environments such as health, pharma, animal health, or similarly complex sectors.
- Ability to translate ambiguity into clear plans, structure, and team actions.
- Confident client operator who can handle senior stakeholders with calm, clarity, and credibility.
- Strong leadership skills with experience developing delivery talent and raising standards across a team.
- High attention to detail without losing sight of the bigger commercial and delivery picture.
- A pragmatic, hands-on leadership style: structured, collaborative, and accountable.
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