Client Experience Manager/Supervisor

ABOUT C&A C&A Digital is a strategy and communications agency based in White Plains, NY, founded in 2011. The agency specializes in healthcare communications, real estate, construction, and nonprofit industries and is recognized for its expertise in strategy, engagement workshops, key message development, creative design, and customer-focused communications. C&A Digital takes pride in delivering tailored solutions to its clients, resulting in notable business growth. To learn more about the agency and its capabilities, visit cadigitalny.com.THE OPPORTUNITYWe are looking for a Client Experience Manager/Supervisor to be the trusted day-to-day lead for a portfolio of accounts representing $2–3M in annual revenue. You will partner closely with our strategy, creative, design, development, and analytics teams across both C&A Digital and C&A Health to ensure every engagement is delivered with excellence — on time, on budget, and on brand.Beyond flawless delivery, you will drive organic growth by uncovering opportunities to expand the relationship, bringing proactive ideas to the table, and networking actively to grow your professional footprint and the agency’s. This is a role for a builder of trust, a translator of complexity, and a champion of great work.WHAT YOU'LL DOClient Leadership & Experience•    Own the end-to-end client experience as the primary day-to-day point of contact for a $2–3M book of business, managed independently.•    Build and steward deep, trust-based relationships with client stakeholders at the manager, director, and VP levels.•    Anticipate needs, proactively surface risks and opportunities, and deliver insights that demonstrate strategic value beyond the brief.•    Lead status meetings, quarterly business reviews, and executive presentations with poise, clarity, and confidence.PROJECT & ACCOUNT MANAGEMENT•    Translate client briefs into clear scopes of work, timelines, deliverables, budgets, and success metrics.•    Partner with internal project management to keep work on schedule and on budget; manage scope, change orders, and risk proactively.•    Oversee staffing, resource allocation, and SOW execution; own monthly forecasting, billing accuracy, and revenue recognition for your accounts.•    Protect gross margins, flag profitability risks early, and propose practical mitigations.GROWTH & NETWORKING•    Identify and pursue organic growth opportunities; convert briefs into expanded scopes, new workstreams, or net-new projects.•    Develop and execute account growth plans in partnership with strategy and new-business leadership.•    Network actively — industry events, conferences, trade associations, and digital communities — to deepen relationships and bring outside perspective into the agency.•    Bring fresh thinking, market intelligence, and competitive insight back to internal teams to inspire better work.COLLABORATION & TEAM LEADERSHIP•    Operate as a connector across disciplines — creative, strategy, media, production, analytics, finance — fostering a collaborative spirit on every engagement.•    Mentor, coach, and develop Account Coordinators and Account Managers; deliver clear feedback and meaningful growth pathways (Supervisor level).•    Champion process improvements that elevate quality, speed, and team morale.•    Model the agency’s values: curiosity, accountability, and a bias toward great work.WHAT YOU BRING•    5–7 years of progressive client services / account management experience in a marketing, advertising, or integrated agency environment.•    Demonstrated ability to independently own a $2M+ book of business with full revenue and margin accountability.•    Proven track record of organic account growth and upsell — with measurable revenue expansion in current or prior roles.•    Excellent written and verbal communication; comfortable presenting to senior client stakeholders and facilitating cross-functional working sessions.•    Mastery of project management fundamentals: scoping, timeline management, budgeting, change control, and risk management.•    Working fluency across at least three of: brand strategy, integrated creative, paid media, content, digital/social, CRM, performance marketing, or experiential.•    Strong business acumen — comfort with forecasting, utilization, and basic agency P&L mechanics.•    Bachelor’s degree in marketing, communications, business, or a related field — or equivalent professional experience.•    Hands-on familiarity with Smartsheet, online routing/work management tools (e.g., Workfront), the Microsoft 365 suite (Word, Excel, PowerPoint, Teams, Outlook), and HubSpot or a comparable CRM.•    Hybrid availability: in office Tuesday, Wednesday, and Thursday; remote Monday and Friday.PREFERRED QUALIFICATIONS•    Power-user experience administering Smartsheet dashboards, Workfront workflows, and HubSpot pipelines/reports.•    Familiarity with resource and time-tracking platforms (e.g., Harvest, Replicon, OpenAir).•    Familiarity with media planning/buying, ad operations, or marketing analytics.•    Direct people-leadership experience mentoring junior account staff.•    An active, well-tended professional network in the marketing, brand, or media community.MINDSET & CULTURAL FIT•    Collaborative spirit — egos check at the door; the work and the team come first.•    Bias for action and ownership — you do not wait to be told.•    Comfortable with ambiguity in a high-growth environment that is scaling quickly.•    Commercially curious — energized by a well-run pitch, QBR, or growth conversation.•    High emotional intelligence — you read the room and adapt without losing the plot.COMPENSATION & BENEFITS•    Base Salary Range: $95,000 – $150,000 (final offer based on experience, qualifications, and location).•    Performance bonus tied to revenue growth, client retention, and individual contribution.•    Comprehensive medical, dental, and vision coverage.•    401(k) with company match.•    Generous PTO and paid company holidays.•    Professional development stipend and a clear path for career progression in a high-growth culture.•    Hybrid work model: 3 days in office (Tuesday, Wednesday, Thursday); remote Monday and Friday.C&A is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. C&A is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and employment process.