Agentic Client Services Lead

Pencil • New York, NY

3d

About The Position

Pencil is hiring an Agentic Client Services Lead to own a major beauty client as it transitions from a traditional in-house studio to agentic services. AI agents will handle high-volume production, while skilled people retain responsibility for judgment and craft. The client will pay for outcomes rather than hours. The Lead will be accountable for the results, client relationship, and delivery team, and will demonstrate that the model can be repeated with other clients.

The role requires being based in New York and working from the client's office at least two days per week. The Lead will work with Pencil's product and engineering teams and the client's teams to develop and establish agent-first ways of working on live briefs. They will lead the account, its commercial model, team, quality standards, and growth, while communicating issues promptly to the client and Pencil leadership.

Requirements

• Experience leading a large, complex client account or in-house studio and accountability for its budget and results at director level or above.
• Experience working in an agency environment and managing between 1 and 5 enterprise-level clients.
• Experience leading change in a live client environment, such as implementing a new operating model or tools, in addition to running steady-state operations.
• Hands-on use of AI or automation in real production work and knowledge of how to measure the quality of its output.
• Experience earning the confidence of senior client stakeholders, including through commercial negotiations and pricing changes.
• Experience managing and developing other team leaders.
• Must be based in New York and available to work from the client's office at least two days per week.

Nice To Haves

• Experience in beauty, personal care, or another regulated content category.

Responsibilities

• Serve as the senior point of contact for the client's leadership; set account operating objectives and own the account budget, schedule, and performance.
• Develop and negotiate an outcome-based commercial model tied to finished work and measurable results.
• Work with Pencil product and engineering teams and the client to build and establish agent-first workflows, prove them on live briefs, and determine which work is handled by agents versus people.
• Set direction for the delivery team; hire, develop, and manage performance, including that of other team leaders.
• Set quality measures, maintain quality standards, and promptly communicate problems to the client and Pencil leadership.
• Identify new areas of work with the client and share learnings with Pencil leadership to inform agentic services for other clients.
• Track and deliver success measures, including agent-first brief share, quality pass rates, gross margin, client revenue and scope growth, relationship health, and transformation milestones.

Benefits

• 25 days PTO plus public holidays; the company operates a Flexible Time Off scheme.
• Health insurance / private medical cover.
• Monthly stipend toward wellness, fitness, and learning and development.
• Eligibility to enroll in Pencil's 401(k) retirement savings plan after completing two months of employment.
• Enhanced parental leave policies for becoming a parent through birth, adoption, or surrogacy.
• Access to the client's office in New York.
• Flexible working hours.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed