Senior Manager, Client Experience

Location: Nashville, TN 

Department: Client Experience 

Years' Experience: 2-4 

Reports to: Director, Client Experience

The Client Experience team is responsible for being a strategic partner and trusted advisor to our clients by helping them address business imperatives or issues with the right marketing/communications solutions. They champion a superlative client experience by leading a dynamic integrated team to develop breakthrough ideas, innovative programs and executional excellence. They should not only advocate the agency’s full breadth of capabilities and expertise across today’s digitally led media landscape, but be open to learning how to lead business development activities with existing and new clients.

The Client Experience Manager applies critical thinking to solve problems and make key decisions. They are responsible for managing projects, delivering quality work, and anticipating problems before they occur. The Manager also contributes to Client Experience Department initiatives to help improve our processes and approaches across all accounts.

We are the home for all top talent who share our purpose and values. We’re honored to be consistently named a best place to work, both locally and nationally, and we strive to live up to that title. Our growth as an agency, our reputation, and our work will be fueled by a foundation of diversity and inclusion that is reflected in our staff and the amazing work we do each day.   

At Revive, diversity, equity, and inclusion are strategic imperatives and moral obligations. The strength and resonance of our work depend on a deep understanding of real people of all races, gender identities, sexual identities, and cultural backgrounds, and we have a moral and business responsibility to elevate these diverse experiences in everything we do.

Our focus on diversity, equity, and inclusion is central to cultivating a culture of personal and professional growth that lets us do brilliant and relevant work for our clients. We seek to grow always in our understanding and addressing issues of injustice that affect marginalized people. Together and individually, we work to make Revive an inclusive environment where equality is expected, where respect is the cost of entry for all, and brave conversations make us — and our work — stronger. We are lifelong learners, recognizing that the work of DEI is never complete and that leaning into hard things inspires growth and greatness for ourselves and for our clients.

Includes, but not limited to the following:

• Manage individual client projects including work plans and budgets with minimal supervision
• Demonstrate ownership of designated projects
• Develop initial client communications, key messaging and related materials
• Drive execution of tactical plans; manage internal teams to ensure high quality deliverables
• Understand how client deliverables impact the client’s business
• Ensure team deliverables align with established strategies
• Demonstrate willingness to mentor junior team members
• Keep team members motivated
• Contribute to development of client tactical plans and implementation
• Successfully manage client expectations by ensuring adherence to timelines, budget and quality standards
• Accurately translate client feedback for client teams to implement
• Build client relationships, confidence and trust

• The internal teams I work with trust me to give them clear, direct communication based on client or leadership feedback. They know if I am managing a project, timelines and expectations will be realistic and clearly communicated.
• I have started to build a relationship with a client contact, and they know that I will deliver according to their timelines and expectations.
• I am excited to learn more about healthcare, and Revive’s business. The work I am supporting is teaching me more and more every day.
• I am contributing to Client Experience Department projects that will help us all consistently deliver high quality work for our clients, and build trust with our internal teams.

• Strong decision-making and problem-solving skills
• Team management, people development
• High proficiency of digital and emerging trends
• Strong organization skills
• Travel: ~10%, depending on client and new business needs
• Agency experience required
• Healthcare experience OR a variety of industries experience preferred
• Comfortable working in an open office environment
• Ability to multitask, and delegate, working in a high-volume environment
• Discernment to protect confidential information, both verbal and written

Respect.

Own it.

Grow, always.

Revive is proud to be an Equal Opportunity/Affirmative Action employer. Revive recruits qualified applicants without regard to race, color, religion, gender, age, ethnic or national origin, protected veteran status, physical or mental disability, sexual orientation, gender identity, marital status or citizenship status.