Head of Client Delivery

Job Description

About the role

As the Head of Client Delivery (HCD) at Ralecon, you will be responsible for leading and managing the Client Delivery department, ensuring the successful execution of digital marketing strategies and campaigns for our clients. You will directly oversee a team of Digital Account Managers (DAMs) who are responsible for driving client relationships, managing project timelines, and delivering high-quality digital marketing solutions across various platforms. This role requires a strategic, proactive leader with a deep understanding of digital marketing and client management.

You will ensure seamless communication between internal teams (such as SEO, Performance Marketing, Social Media Content, Development and Design) and clients, driving operational efficiency and ensuring that the expectations of both parties are met or exceeded.

Job summary

The Head of Client Delivery (HCD) will play an essential leadership role in driving the success of the Client Delivery department by ensuring that all client-facing projects are completed with high-quality standards, within agreed timelines, and exceed client expectations.

Your role involves overseeing the entire project lifecycle, from initial client onboarding to final project delivery and ongoing relationship management. You will collaborate closely with senior management to align the department&aposs objectives with the companys overall strategic goals. Additionally, you will be the key point of contact for both clients and internal teams, ensuring that communication flows seamlessly and project timelines are adhered to.

Leadership & Team Management:Lead, mentor, and motivate a team of Digital Account Managers (DAMs) to deliver outstanding client service, ensuring team members meet their individual performance objectives. Establish a high-performance culture by setting clear goals, providing ongoing coaching, and promoting continuous learning and development. Foster a collaborative and positive work environment, ensuring smooth coordination between cross-functional teams (including SEO, Performance Marketing, Social Media Content, Development and Design).

Client Relationship & Account Management:Serve as the senior point of contact for key clients, ensuring strong relationships are established and maintained throughout the project lifecycle. Proactively engage with clients to understand their business goals, challenges, and objectives, and translate them into actionable strategies. Actively participate in client calls, meetings, and presentations to discuss strategies, results, and next steps, ensuring client expectations are managed appropriately. Manage and resolve client escalations swiftly, ensuring client satisfaction while maintaining professional conduct.

Project Delivery & Execution:Oversee the end-to-end management of client projects, ensuring that they are executed on time, within budget, and according to the defined scope. Develop project timelines, allocate resources, and manage priorities to ensure that deliverables are achieved according to client expectations. Work closely with internal teams to ensure all aspects of the project (SEO, Performance Marketing, Social Media Content, Development and Design) are aligned with client objectives and are executed effectively.

Performance & Reporting:Oversee the creation and delivery of detailed project performance reports, including analysis of KPIs, results, and recommendations for improvement. Conduct monthly and quarterly project performance reviews to ensure clients are receiving the expected results and provide recommendations for optimization. Regularly assess team performance, setting and reviewing KPIs, and ensure client satisfaction metrics are being met. Ensure the team is using Zoho Projects and other tools for task tracking, progress monitoring, and report generation.

Quality Management: Ensure all deliverables meet high-quality standards before they are shared with clients. This includes reviewing final outputs, checking for accuracy, and ensuring that they align with client expectations. Oversee quality control processes within the team to maintain excellence in every client project.

Periodic Review: Conduct periodic project performance reviews to assess the progress of each client project according to the agreed Plan of Action (POA). Ensure that projects are on track to meet client deliverables within the agreed timelines and identify areas for optimization or course correction as needed.

Risk Management & Process Optimization:Identify potential risks in client projects, proactively developing and implementing mitigation strategies. Continually assess and optimize the client delivery process, working with cross-functional teams to improve operational efficiency and streamline workflows. Ensure that all team members adhere to internal processes and best practices to minimize errors and inefficiencies.

Escalation Management: Identify, manage, and resolve any client escalations promptly and effectively, ensuring client satisfaction while maintaining professional conduct. Work closely with internal teams and senior management to address issues swiftly and ensure that project timelines and quality standards are maintained.

Strategy & Growth:Identify new business opportunities within existing client accounts and work with the business development team to capitalize on them. Provide strategic guidance to clients to enhance their digital marketing campaigns, offering insights on new tools, techniques, and industry trends. Suggest and implement growth strategies, aiming to elevate client accounts and deliver greater value. Work with senior leadership to develop long-term strategies to scale the Client Delivery department and ensure continued success.

Collaboration & Communication:Ensure effective communication across teams, ensuring that all project stakeholders are aligned and informed throughout the lifecycle of the project. Collaborate closely with the Head of Digital Operations (HODO), Digital Operations Manager (DOM), SEO Manager(s), Performance Marketing Team, Design Team, Web Development Manager, and Content Team to ensure optimal service delivery.

Training & Development:Lead internal training initiatives to enhance the skills of your team members and ensure they are up-to-date with the latest industry trends and client management best practices. Promote a culture of continuous improvement and knowledge sharing within the department.

Adherence to Scope of Work: Ensure all projects and tasks are completed within the defined scope, maintaining high standards of quality and meeting client expectations. If any client requests work outside the defined scope, obtain approval from the Head of Digital Operations (HODO) or Senior Leadership Team members before proceeding with the additional work.

MOM Tracking: Ensure that all meeting notes (MoMs) are properly tracked, documented, and assigned to relevant team members. Follow up on MoM tasks regularly to ensure timely completion and that action items are fully addressed.

Meetings (Weekly, Monthly, Periodic): Organize and participate in weekly, monthly, and periodic client and internal meetings. Ensure that all meetings are productive, and that agendas are adhered to. Provide clear and concise follow-ups post-meeting, including distributing MoMs and tracking actions.

Client PPTs: Oversee the creation and enhancement of client PowerPoints / presentations, ensuring that they are well-structured, visually appealing, and effectively communicate key insights, strategies, and recommendations. Collaborate with internal teams to gather data and insights, and ensure that client presentations align with the overall strategy and goals.

Communication & Documentation: Ensure regular follow-up communication with all stakeholders to track client deliverables, ensuring they are completed within agreed budgets and timelines. Vet all reports, data, and details shared with clients for accuracy and quality before distribution. Prepare thoroughly for all client meetings, ensuring agendas are clear and MoMs are documented and shared promptly post-meeting. All formal communication must be conducted via email, with prompt and professional responses to all stakeholder emails.

Additional Responsibilities:Willingly undertake ad hoc tasks as required by senior management to support broader business objectives.

You are the right fit, if you have

Educational Background: A degree in Marketing, Communications, Information Technology, or a related field. MBA in Sales & Marketing is a plus.

Experience: At least 7-10 years of experience in digital marketing, with a strong track record in account management and team leadership. Experience in managing large-scale digital marketing projects in an agency or client-facing role is highly preferred.

Leadership & Management Skills: Demonstrated ability to lead, mentor, and motivate a team to achieve high performance and client success. Experience in managing a diverse team of digital marketing professionals.

Digital Marketing Expertise: Extensive knowledge of digital marketing channels and strategies, including SEO, SEM, social media marketing, content marketing, PPC, and web analytics.

Client Relationship Management: Proven ability to build strong client relationships, with a focus on delivering exceptional customer service and fostering long-term partnerships. Ability to understand client needs and tailor strategies accordingly. A proactive approach to managing client expectations and resolving escalations promptly.

Communication Skills: Strong verbal and written communication and presentation skills, with the ability to present complex information in a clear, concise, and engaging manner to clients and internal teams.

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