VROOM Digital are proud to announce the promotion of Bronagh McNamara to Chief Client Officer within the business. Having joined the VROOM Digital team during 2021, Bronagh has proven herself to be instrumental in driving client success and improving every aspect of the client journey. In this blog, Bronagh explains how in her new role as Chief Client Officer she will be guiding clients on a journey to enable performance and achieve better retention with VROOM Digital.
So Bronagh, tell us a bit about your experience up until now?
“I’ve been with VROOM Digital for around a year now. My career has involved marketing and communications roles, both agency and client-side over the last fifteen years. I have worked organic and paid, search, social and PR, with customer conversion always at the core.
It was really the opportunity to be part of an agency that wanted to work with clients across the board, from startups to established organisations, and unify the customer experience, that led me to establishing and heading up the Customer Success team for VROOM.”
What drew you to VROOM Digital?
“VROOM presented an opportunity for me to use all the experience I’d learned to date, in an industry that aligns with my own personal values as a leader. As a manager, I’ve always prioritised getting the best out of my team, helping them to perform to the best of their ability and really loving their jobs. I embraced the teams pride in their Meta Partnership, and their goals in retaining their Google Premier Partner Badge.
I also love Shane’s energy. He is really inspirational, not just as a CEO, but in his whole self: his experience and mindset…and it’s great working for a leader who shares my values.”
There’s a lot of agencies out there that claim to help businesses increase profitability, but not all of them deliver results. What do you think they are missing that VROOM Digital delivers?
“VROOM can meet a company wherever they are on their performance journey. We see the whole problem a client is having and to enable them to perform at higher levels, our customer success team helps them to get started – even if, to begin with, they just want objective setting and feedback. Our teams help them to progress along that journey, by making the process more digestible and easier to manage. I think that’s the big thing that other agencies can’t always do: it’s being part of that entire journey, rather than just “well here’s the result, talk next month!”
How are you evolving this service in your new role?
“I’ll be looking at establishing a structure that enables my team to operate the most effectively with our client base and share information with clients so that they can see the impact that performance management is having month to month, quarter to quarter, year to year. I’ll also be making sure that clients feel they have a trusted partner in VROOM, especially as they move up through the maturity curve towards more ambitious performance enablement.
Putting the client at the centre of our business is the most important thing for VROOM. For us to take clients along that journey is exciting for us: it’s utilising the full functionality of the services we offer and helping companies to create real impact with their budgets.
Our teams have embraced the new role, they are excited for the opportunities that it brings to the business and to their day to day work life, it’s a great time to work at VROOM!”
What can clients expect from this approach?
“VROOM clients can expect consistent engagement and support and a process led by their needs. We want to take clients on a journey that isn’t just defined by the process we want them to go through or what we know has worked for other clients. It’s much more collaborative. We’re looking at how the client defines success – their focuses and their goals – to make it unique to them.”