TITLE: SR. CLIENT PARTNER DEPARTMENT: CLIENT SERVICING REPORTING TO: CEOLOCATION: DUBAI
WHO WE ARE
We think too much marketing, isn’t us. It’s mass markets, not audiences of one. Segments to reach, not people with their own ideas and ambitions. It’s one size fits all, and it’s dull.
When it comes to individuals, we’re fierce. We speak up against bland, broad-brush generalizations. We fight for solutions that adapt to the individual’s needs and aspirations. And we commit to doing this in every aspect of our work for clients and their consumers.HOW WE DO IT:At RAPP, we are focused on the individual and how we can create value from every individual’s interaction with a brand.
We do this across three capability areas: customer-centric consulting, creativity that inspires action and customer experience management.
Our data analysts know who that person is. Our strategists understand what is needed. And our award-winning technologists and creatives know how to get it to them.RAPP is an integral part of Omnicom’s Precision Marketing Group, comprising 4,000 creatives, technologists, strategists and data and marketing scientists across 40 global markets.
Beyond capabilities, we think character is equally important. We are a fun, ambitious and flexible team that openly communicates and follows a ‘can do attitude’. At the same time, we’ve worked hard to establish an environment that provides support for our employees and promotes mutual respect regardless of title.
YOUR ROLE
As Senior Client Partner, you will be a trusted advisor, commercial growth leader and strategic business partner, ensuring the team is focused on understanding client needs and translating them into impactful agency solutions.
You bring a rare combination of brand communications expertise and hands-on CRM experience equally comfortable shaping brand platforms and creative direction as designing data-driven customer engagement programmes that deliver measurable business outcomes.
Success in this role is measured not only by outstanding client relationships, but by measurable client growth, commercial expansion and positioning RAPP as an indispensable strategic partner.
YOUR RESPONSIBILITIES
- Client Leadership & Strategic Partnership
- Lead executive-level client relationships across a portfolio of strategic accounts, acting as Executive Sponsor for the agency’s most important client partnerships.
- Own the development, execution and continuous evolution of Client Development Plans (CDPs) across assigned clients, ensuring each strategic account has a living business plan covering client health, commercial performance, stakeholder mapping, business priorities, growth initiatives, executive engagement, action plans, and measurable success metrics.
- Lead Monthly, Quarterly and Annual business planning and review sessions, aligning clients around performance, value delivered, future opportunities and strategic priorities, and defining long-term account strategies aligned to client objectives and agency growth ambitions.
- Own annual organic growth targets across assigned accounts by proactively identifying market opportunities, emerging client needs and strategic growth initiatives that create measurable business value and commercial expansion.
- Act as the senior escalation point for client challenges, proactively managing risks and resolving issues in partnership with the rest of the agency leadership.
- Account Growth
- Translate Client Development Plans (CDPs) into measurable commercial growth initiatives, executive engagement plans and quarterly action plans, ensuring commitments are delivered and outcomes tracked.
- Identify emerging opportunities within clients' businesses and translate them into commercially viable agency solutions.
- Drive organic growth through renewals, upselling, cross-selling, and scope expansion across existing accounts.
- Act as the agency’s first strategic filter for incoming briefs, ensuring each client brief is strategically sound, commercially viable, and operationally achievable by constructively challenging assumptions, identifying gaps, and refining objectives before work enters delivery.
- Establish disciplined account governance, ensuring clear briefing processes, scope management, governance rituals, decision frameworks and quality standards across the client portfolio.
- Partner with the VP Delivery & Transformation to ensure client commitments are strategically sound, commercially viable and successfully delivered.
- Act as agency’s ambassador and represent RAPP as a trusted advisor, actively promoting the agency’s integrated capabilities, thought leadership and innovation to strengthen client partnerships and unlock new business opportunities.
- Commercial & Business Management
- Develop a deep understanding of each client's business strategy, market dynamics, commercial objectives, competitive landscape and executive priorities, translating them into proactive agency recommendations.
- Build and maintain stakeholder maps, executive engagement plans and influence strategies across client organisations to strengthen relationships, mitigate risk and unlock growth opportunities.
- Own portfolio planning and prioritization across accounts, balancing client satisfaction, growth potential, resource allocation and profitability.
- Monitor client health through defined KPIs and executive engagement, proactively identifying risks and implementing recovery strategies to strengthen long-term partnerships.
- Oversee revenue forecasting, account profitability, renewals, pipeline visibility and commercial performance across the client portfolio.
- Partner with the Group CFO and CEO on agency financial planning and P&L management to achieve growth and profitability targets.
- Establish account governance standards, reporting frameworks and operational best practices across the Client Services function.
- Partner with Head of Strategy, and Head of Delivery & Transformation on an ongoing basis to drive efficiencies and effectiveness across people, processes and platforms.
- Champion the adoption of AI, automation, CRM platforms and emerging technologies that enhance client value, improve agency effectiveness and unlock new commercial opportunities.
- Team Leadership
- Lead, mentor and develop the Client Partner team, fostering a high-performance culture and adapting leadership style to individual needs, with a deeper focus on strategic counsel.
- Ensure consistent standards across Account Directors, Account Managers and Account Executives.
- Coach Client Partners to think beyond delivery and become trusted business advisors who proactively identify growth opportunities and create measurable value for clients.
- Support recruitment and team expansion in line with agency growth.
- Lead performance management and annual review processes for direct reports.
- Encourage collaboration, knowledge sharing and continuous professional development across their team.SUCCESS METRICS:Success will be measured by:
- Organic growth %
- Portfolio revenue
- Client satisfaction and retention
- Client development plan quality
- CDP completion & execution
- Executive stakeholder strength & relationship health
- MBR/QBR delivery
- Forecast accuracy
- Commercial margin
- Strategic initiative adoption
- Be recognised by clients as a proactive strategic partner who consistently brings ideas, opportunities, market insights and commercial recommendations before being asked.
REQUIRED SKILLS
- 10+ years' experience leading strategic client partnerships within integrated, creative, digital or customer experience agencies.
- Strong track record of client leadership, business growth and portfolio management.
- Experience leading executive-level client relationships, commercial negotiations and strategic business reviews.
- Strong commercial and financial acumen, including forecasting, profitability management and business planning.
- Proven success leading integrated brand campaigns, brand strategy and creative development for leading global brands.
- Deep expertise in CRM, customer engagement, lifecycle marketing, segmentation, personalization, loyalty programmes and marketing automation.
- Demonstrated ability to connect brand strategy with data-driven customer experiences that deliver measurable business outcomes.
- Experience working with luxury brands is highly desirable.
- Strong understanding of the automotive and airline industries and emerging market trends.
- Exceptional communication, presentation, and stakeholder management skills.
- Highly collaborative, adaptable and comfortable operating in fast-paced, evolving environments.
- Proven ability to manage multiple priorities and lead geographically dispersed teams.
- Strong people leadership skills, with a passion for developing and mentoring talent.
