Head of Client Experience

ABOUT US_

At Talon, our mission is to unlock the full potential of out of home, making it more effective, creative, measurable and sustainable than ever.

We’re passionate about OOH and are on a mission to drive the growth of this sector within the media industry. In just over a decade, our desire to offer intelligent, creative, technology-led OOH solutions and a full-service OOH offering saw us grow into a team of over 500 people located in key cities across the globe. In that time, we have been awarded for our approach to our people, our clients and our industry. We hire the finest talent to help us unlock the full potential of the Out of Home (OOH) environment for our clients; and pride ourselves on the individuals who represent our business.

THE ROLE_

The Head of Client Experience will play a pivotal leadership role in defining, elevating and embedding Talon's approach to client service and engagement, ensuring a consistently exceptional experience for all clients and agency partners.

Responsible for setting the vision, standards and frameworks for client experience, this role will champion a culture of service excellence, ensuring every client benefits from the same high standards of quality, consistency and care.

Reporting to the Chief Client Officer and sitting on the Extended Leadership Team (ELT), the Head of Client Experience will lead the Client Experience function and work in close partnership with the Heads of Client and Business Directors. With oversight across Talon's full client portfolio, they will identify opportunities to strengthen relationships, elevate servicing standards, share best practice and drive continuous improvement.

Combining strategic oversight with hands-on senior client engagement, the role will be instrumental in building client trust, driving satisfaction and loyalty, protecting existing relationships and supporting sustainable business growth.

A DAY IN THE LIFE_

Client Experience Strategy & Standards

• Define and own Talon's overarching client experience vision, strategy and service standards,

ensuring a consistently high-quality approach across all client and agency relationships.

• Develop and embed clear servicing frameworks, processes and best practices across the client

journey, from onboarding and ongoing engagement through to long-term relationship

management.

• Champion the 'Talon way' of working, establishing clear expectations around service quality,

responsiveness, proactive communication and accountability.

• Work collaboratively with Heads of Client and Business Directors to ensure standards are

consistently adopted, maintained and continually improved across all teams.

Client Experience Excellence & Continuous Improvement

• Maintain a holistic view of client experience across Talon's portfolio, proactively identifying

opportunities to enhance service quality, consistency and satisfaction.

• Act as a senior source of guidance and support for priority client relationships, working alongside account leadership to strengthen servicing approaches, address challenges and deliver positive outcomes.
• Work closely with the Chief Client Officer and Heads of Client to monitor feedback and assess service performance, translating insights into meaningful improvements.
• Identify and share successful approaches across teams, ensuring best practice is consistently adopted and opportunities for improvement are acted upon.
• Collaborate across departments to refine internal processes, improve ways of working and deliver a seamless, joined-up client experience.

Senior Client & Agency Relationships

• Partner with Heads of Client and Business Directors to shape and enhance strategic client

engagement programmes, with particular emphasis on priority and flagship accounts.

• Build and nurture senior-level relationships with key clients and agency partners, acting as a

trusted advocate for service excellence and a senior point of contact where appropriate.

• Provide senior-level support and guidance on key relationships, helping teams proactively

anticipate client needs, strengthen engagement and build long-term loyalty.

• Work closely with specialist teams, including Strategy, Effectiveness and Grand Visual, to ensure clients benefit from the full breadth of Talon's capabilities and expertise.

Leadership, Culture & Team Development

• Lead and develop the Client Experience function, including direct management of the Client

Experience Business Director, setting clear priorities and ensuring effective execution of the

wider strategy.

• Champion a client-first culture across the business, inspiring and influencing teams to take

collective ownership of exceptional service delivery.

• Partner with the Extended Leadership Team to identify capability gaps and develop training, tools and initiatives that strengthen client servicing skills, behaviours and standards.
• Foster a culture of continuous learning, collaboration and accountability, empowering teams to consistently deliver the highest levels of client care.
• Embody Talon's values and contribute to a positive, high-performing culture across the wider organisation.

Commercial Excellence, Retention & Growth

• Play a key role in protecting and growing Talon's client relationships through exceptional

servicing, proactive engagement and a focus on long-term satisfaction and loyalty.

• Collaborate with Heads of Client, Business Directors and the Chief Client Officer to identify

opportunities to strengthen client partnerships, support retention and unlock organic growth.

• Ensure client experience initiatives align with wider business objectives, supporting Talon's

reputation as a trusted, valued and indispensable partner.

• Work alongside the Head of Client Strategy and wider leadership team to ensure evolving client needs, market opportunities and innovation are reflected in the overall client experience.

WHAT WE'RE LOOKING FOR_

Bold Skills

• Demonstrable experience of driving excellence in client servicing, establishing high standards

and improving the quality and consistency of the client experience across multiple accounts or

teams.

Human Skills

• Exceptional relationship management and communication skills, with the confidence and

credibility to engage senior client stakeholders, navigate complex situations and build trust at all

levels.

• A collaborative and influential leadership style, with the ability to inspire, coach and elevate

team performance, driving positive change across the business without always having direct

management responsibility.

Smart Skills

• Commercially astute, with a strong understanding of how exceptional client experience

contributes to client retention, loyalty, organic growth and long-term business success.

• Strong strategic and operational capabilities, with the ability to translate a clear vision into

practical frameworks, processes and ways of working that deliver measurable improvements.

AS WELL AS_

• Extensive experience in a senior client leadership or client service role within an OOH/agency

environment, with a proven track record of building strong, enduring client and agency

relationships.

• Highly organised and solutions-oriented, with the ability to balance longer-term strategic

priorities with hands-on involvement in high-value client projects and business opportunities.

• A strong understanding of the OOH landscape and wider media agency environment, with the

ability to recognise evolving client and agency needs and adapt servicing approaches

accordingly.

WHY US_

“The best thing about working at Talon is the space, time and expertise I’ve been given over the years to grow and develop my skills.” Client Director at Talon

OUR VALUES AND HOW WE WORK TOGETHER_

WE ARE BOLD_

As industry provocateurs and pioneers, we respectfully challenge the status quo, take pride in our people, big ideas and partnerships.

• We embrace change
• We challenge respectfully
• We lead the way

WE ARE HUMAN_

We are a diverse collective of changemakers who value respect, fairness, and integrity and expect the same in return.

• We value collaboration and togetherness
• We are empathetic
• We embrace individuality

WE ARE SMART_

Our trailblazing spirit and learning centric culture ensures our knowledge provides maximum value to each other and our clients.

• We grow and learn
• We are trusted
• We are mission possible