Head of Operations

3 weeks ago

Bengaluru, India Mélange Digital Full time

About Mélange Digital:


Mélange Digital is an award-winning integrated marketing and communications agency with offices in India, Singapore, and the UAE. We specialize in delivering impactful campaigns across media relations, digital marketing, and content solutions for a global clientele, including Costa Cruises, Resorts World Cruises, Singapore Tourism Board, and Hong Kong Tourism Board. With in-house teams for influencer marketing and production, we provide seamless, data-driven marketing solutions tailored to our clients' goals.


We are seeking an accomplished and visionary Head - Operations & Client Servicing to take charge of operational excellence, client delivery, and overall agency growth from our Goa office. This leadership role demands a strategic mindset, operational precision, and a proven ability to drive client success and team performance.


Key Responsibilities:


Strategic Leadership & Accountability

  • Serve as a key member of the senior leadership team, contributing to the strategic direction, operational goals, and long-term vision of Mélange Digital.
  • Lead and own the overall client servicing and operations function, ensuring alignment with the agency’s objectives and client expectations.
  • Foster a culture of accountability, innovation, and excellence across all teams.


Operational Excellence:

  • Design, implement, and refine scalable processes to ensure operational efficiency and quality control in campaign execution.
  • Manage resources, workflows, and budgets to optimize profitability and timely project delivery.
  • Establish and monitor KPIs, ensuring data-driven decision-making to improve agency performance.
  • Evaluate and adopt industry best practices and tools to enhance operational capabilities.


Client Success & Relationship Management:

  • Act as the senior point of escalation for all key client relationships, ensuring a consistently high level of client satisfaction.
  • Drive the strategic direction for client accounts, overseeing integrated marketing and communications strategies tailored to business objectives.
  • Anticipate client needs and proactively propose innovative solutions to elevate campaign outcomes and add value.
  • Build and nurture long-term relationships with high-value clients, positioning Mélange Digital as their trusted partner.


Team Leadership & Development:

  • Lead, mentor, and inspire cross-functional teams, including account management, creative, and digital teams, to deliver exceptional results.
  • Champion professional growth by identifying skill gaps, providing regular feedback, and organizing upskilling opportunities.
  • Foster collaboration across departments to ensure cohesive campaign delivery and knowledge sharing.


Growth & Profitability:

  • Identify opportunities for account growth through upselling and cross-selling agency services, contributing directly to revenue targets.
  • Collaborate with the business development team to shape proposals and pitch strategies for new client acquisition.
  • Balance creative ambition with operational feasibility to achieve sustainable growth and high client ROI.


Qualifications & Skills:


Experience:

  • 8–10 years of leadership experience in an integrated communications agency, with a track record of managing multi-disciplinary teams and overseeing large-scale campaigns.
  • Demonstrated ability to manage client portfolios with annual revenues exceeding INR 20 million (or equivalent).


Skills:

  • Deep expertise in integrated marketing, including media relations, digital strategy, branding, and influencer marketing.
  • Exceptional strategic thinking with the ability to align operational plans to broader business goals.
  • Advanced project management capabilities, including budget oversight and risk mitigation.
  • Outstanding communication and negotiation skills to build trust with clients and inspire teams.
  • Strong analytical mindset with proficiency in leveraging data for performance improvement and decision-making.


Education:

  • A bachelor’s degree in Marketing, Communications, Business Administration, or a related field. An MBA or equivalent postgraduate qualification is preferred.


What Success Looks Like in This Role:


  • Streamlined operations and workflows that support timely, profitable, and high-quality project delivery.
  • Strengthened client relationships leading to high retention rates and increased account revenue.
  • A motivated, high-performing team delivering consistent campaign excellence.
  • Contributing to the agency’s reputation as a market leader in integrated communications and marketing solutions.


What we Offer:


  • A leadership position in a fast-growing, globally recognized agency.
  • Competitive compensation and performance-based incentives.
  • Opportunity to work in a dynamic, entrepreneurial environment with a scenic backdrop of Goa.
  • A platform to shape the future of integrated marketing and communications for marquee brands.


How to Apply:


If you are ready to lead with accountability, inspire teams, and drive client success, send your CV and a detailed cover letter outlining your vision for the role to careers@melangedigital.in.

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