Job descriptionAbout the JobThe purpose of the Bolster's Head of Client Solutions is to be a conductor, bringing together different parts of Bolster to deliver a symphony of work for our clients.
This is not a traditional client service role.
It is a senior leadership position responsible for the commercial health, strategic direction and delivery excellence of Bolster's most important client relationships, while leading the Client Solutions team that services them.
The role brings together account leadership, integrated project delivery and business development, ensuring clients receive culturally relevant, on-brief, on-time and on-budget work across media, creative, content, social and experiential.As part of the senior leadership team, three components make up this role:Owning and growing a patch of Bolster's most strategic (Tier 1) client relationshipsLeading, mentoring and developing the Client Solutions teamDesigning, implementing and continuously improving an elite, scalable client experience across Bolster GroupIt is a pivotal role: ensuring the quality of work delivered for clients is top of class and ambitious, the delivery workflow between our people and clients is seamless, and Bolster's reputation in-market keeps growing.OK, I'm sold – but what even is Bolster?
We are integrated communications specialists with an eye on culture.Headquartered from Melbourne Australia, we're a team of 50+ passionate individuals spread across four specialist teams.Our foundational clients include festivals and events such as Splendour In The Grass, Bluesfest, St Jerome's Laneway Festival, and more recently RISING Festival, ALWAYS LIVE and Sydney Festival.Bolster Group has devised integrated campaigns for some of the world's biggest brands including Bacardi-Martini Australia, KFC, Google, EA Games, Samsung, Warner Music, and more.
We're the agency you bring in when you want to play meaningfully in music and broader culture.
At Bolster, we do loads of stuff, but 3 things really well:Consulting: We guide brands and experience makers through a challenging landscape with pointed insights and cultural understanding.
Our consulting services extend across culture marketing, creative and content, media, social and community building.Branded entertainment: We devise fan-led creative solutions and storytelling that helps brands cut through.Media: We amplify brands within impactful media, ensuring our clients are in front of the right people at the right time.Our offering extends even further when you consider our sister agencies:Aeroplane (experiential and commercial rights) and;Going North (First Nations cultural engagement).
Ultimately, Bolster Group is famous for connecting brands to their fans.What You'll Be DoingClient Portfolio Leadership & Growth — 40%Act as the senior strategic partner and trusted day-to-day lead for Bolster's Tier 1 client relationships, building genuine partnerships with senior client marketers (CMO, Head of Marketing, Directors)Own the commercial health of the client portfolio: revenue forecasting, scoping, fee negotiation, profitability and resource planningDrive organic growth through deep understanding of client business challenges,



identifying new opportunities and expanding scopes of workMaintain and grow client patch revenue against agreed annual targets, including an allowance for patch churn and replacement with new businessLead development of integrated client strategies and annual plans spanning culture marketing, creative and content, media, social, PR and experientialWrite, interrogate and approve client briefs, ensuring they are sharp, single-minded and set the team up to deliver outstanding workSet regular check-in cadences with clients; build deep, resilient relationships beyond the day-to-dayPartner closely with the Head of Media, Head of Creative Solutions and sister agency leads (Aeroplane, Common State, Going North) to deliver seamless, integrated solutionsLead or contribute to recent business pitches end-to-end, including chemistry meetings, RFP responses, scoping, pricing and pitch deliveryRepresent Bolster at industry events, client functions and agency forums, building profile and rapportEffectively lead integrated projects or campaigns by aligning all stakeholders (inc. internal team, clients, agency villages and extended freelancer network) on roles and responsibilities, objectives, KPIs, key milestones, budget, deliverables and ways of workingTeam Leadership & Development — 30%Foster a collaborative, growth-oriented culture that connects Client Solutions with departments across Bolster GroupLead, mentor and develop the Client Solutions team (Client Leads, Account Directors/Managers, Delivery Managers)Maintain weekly 1:1s with direct reports; set clear objectives and monitor progress via a progression planSet the standard for client servicing excellence – communication, proactivity, anticipation, problem-solving and commercial disciplineSupport the team in achieving KPIs around client service, delivery and growthConduct training and development in line with Bolster's systems, tools and processesContribute to recruitment, onboarding and progression planning for the Client Solutions teamConduct project retros with the team to ensure Bolster and client standards are consistently metFoster a collaborative, growth-oriented culture that connects Client Solutions with departments across Bolster GroupContribute proactively to Leadership Team communications and initiatives; work closely with Group GMs and the SLT to refine ways of workingEffectively delegate and oversee the delivery of work, ensuring the highest standardWork closely with the Group GMs and the SLT to refine our ways of workingClient Experience, Delivery & Operations — 30%Design, oversee and continuously improve workflow processes between Client Solutions and delivery departmentsOversee resourcing and team utilisation against project revenue and delivery demandEnsure onboarding of new clients is smooth,



considered and sets the relationship up for successEnsure scoping, briefs and project timelines are realistic, sharp and give teams and clients confidenceOversee campaign delivery against client KPIs, ensuring work is delivered on brief, on time and on budget, and that learnings inform future activityOversee campaign and project delivery against client KPIs — on brief, on time and on budget Identify tools, systems or processes (including emerging AI-enabled workflows) that aren't adding value, and take action to simplify or replace themManage contracting and invoicing of externals and freelance partners, in line with agreed approval processesDevelop and maintain project budgets and timelines – closely monitor project finances including team resource / utilisation, scope creep prevention, and the protection of PT marginIdentify tools, systems or processes that aren't adding value or making life more difficult on our teams and clients – and take action to remedyMaintain a strong client service experience at every touchpoint – professional, but also fun!
Job requirementsRequired Skills & Experience10+ years' client service/account management experience within a media, creative or integrated agency, including 3+ years at Client Director / Account Director level or aboveDemonstrated track record of leading senior client relationships (CMO/Marketing Director level) and acting as a trusted strategic advisorProven ability to grow accounts — organically expanding scopes, identifying new opportunities and converting them into revenueStrong commercial acumen: revenue forecasting, scoping, fee negotiation, P&L; ownership and resource managementCross-discipline literacy across media, creative, strategy, social, PR and experiential, with confidence leading integrated conversationsExperience designing and improving client service workflows at scaleComfort using data, reporting and increasingly AI-enabled tools to inform client strategy, forecasting and internal efficiencyProven people management and team leadership experience, including mentoring and developing client service teamsExcellent written and verbal communication, with outstanding presentation, storytelling and stakeholder management skillsStrong network and relationships within relevant industries (music, culture, entertainment, brand)Sharp strategic thinking, with the ability to write and interrogate briefs and provide senior creative counselDeep understanding of the Australian marketing and media landscape, audiences and cultural contextAbility to thrive in a fast-paced, independent agency environment and manage multiple prioritiesDesirableExperience working with brands in music, entertainment, festival, lifestyle or youth culture categoriesTrack record leading current business pitches end-to-end and converting them into winsExperience working across an agency group or with sister-agency disciplines (experiential, talent, First Nations engagement)All done!
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📌 Head Of Client Solutions (Melbourne)
🏢 Bolster Digital
📍 Melbourne