Client Delivery Head

As the Client Delivery Head (CDH), you will be responsible for leading, managing, and optimizing the Client Delivery team to ensure seamless project execution, high client satisfaction, and continuous business growth. Your role encompasses team leadership, client and stakeholder management, performance monitoring, process improvement, risk management, strategic growth initiatives, compliance, and innovation.

You will play a pivotal role in developing account management strategies, streamlining processes, and driving growth while fostering strong stakeholder relationships.

Team Management & Mentorship : Lead, mentor, and manage a team of Digital Account Managers to ensure the successful execution of projects.

Client Portfolio Oversight : Oversee the client portfolio, ensuring quality service delivery and client satisfaction.

Strategic Development : Develop and implement account management strategies to improve project efficiency and business growth.

Project Execution & Quality Assurance : Ensure all projects are completed on time, within scope, and with high quality.

Client Escalation & Resolution : Act as the primary point of escalation for key client concerns and work towards resolution.

Client Communication & Relationship Management : Oversee daily, weekly and monthly client calls, ensuring effective communication and relationship management.

Cross-Functional Collaboration : Collaborate with cross-functional teams (SEO, PPC, Content, Design and Web Development) to align project execution with client goals.

Client Retention & Contract Renewals : Oversee contract renewals and implement proactive client retention strategies to strengthen long-term partnerships.

Quality Control & Deliverable Review : Review project deliverables while implementing quality control measures to ensure high standards across all projects.

Project Tracking & KPI Monitoring : Track project progress, monitor key performance indicators (KPIs), and ensure targets are met.

Audits & Performance Reviews : Conduct regular audits and performance reviews, ensuring that projects meet client expectations and industry standards.

Continuous Process Optimization : Identify inefficiencies and continuously implement innovative solutions to refine project execution, enhance team productivity, and improve overall client experience.

Workflow & Process Optimization : Establish and improve internal workflows, communication processes, and documentation standards.

Automation & Best Practices : Suggest and implement automation tools for client reports, meetings and best practices to enhance efficiency.

Strategic Innovation : Introduce innovative strategies to improve digital marketing services and client engagement.

Task Management & Transparency : Ensure all tasks are tracked and updated in Zoho Projects for transparency and accountability.

Risk Identification & Mitigation : Proactively identify and address project risks and roadblocks to prevent disruptions.

Escalation & Conflict Resolution : Manage client and internal escalations while addressing team concerns to foster a productive and motivated work environment.

Strategic Collaboration : Work closely with the Senior Leadership Team to develop and implement growth strategies that align with business objectives.

Business Expansion : Identify new business opportunities within existing accounts to drive revenue growth and service expansion.

Client Relationship Management : Develop and maintain strong client relationships by aligning business objectives with Ralecons strategies.

Report Vetting: Ensure all reports, data, and details shared by the Technical team(s) are vetted for accuracy and quality.

Contract Renewals & Client Retention : Oversee contract renewals and ensure long-term client retention through proactive engagement and relationship-building.

Feedback Management: Actively solicit feedback from Head of Digital Operations (HODO), Digital Operations Manager (DOM) and Senior Leadership members to foster a culture of continuous improvement. Provide constructive feedback to team members to enhance their performance and professional development.

Leave and Attrition Management: Monitor and manage team members' leave schedules to ensure adequate coverage and minimal disruption to project timelines. Implement strategies to mitigate attrition, and foster a supportive work environment. Effectively resolve conflicts within the team or with stakeholders, promoting a collaborative and productive work environment.

Skill Enhancement & Training : Conduct training sessions for the Client Delivery team to enhance their skills, industry knowledge, and expertise.

Mentorship & Performance Management : Provide ongoing mentorship, performance feedback, and career development support to help team members grow professionally.

Team Culture & Innovation : Foster a collaborative team culture focused on excellence, creativity, and continuous improvement.

Client & Internal Communication Standards : Ensure all client communications, approvals, and deliverables are documented for transparency, while maintaining professional communication in alignment with company policies.

Meeting Preparation: Ensure that the Client Delivery team thoroughly prepares for all meetings, both internal and external, and that Minutes of Meetings (MoMs) are sent out promptly after each session.

Success Measurement: The success of the Client Delivery Head (CDH) is intricately tied to the overall success and performance of their team. By fostering a culture of excellence, continuous improvement, and effective collaboration, the Client Delivery Head (CDH) ensures that each team member contributes effectively towards achieving collective goals and delivering exceptional results to clients.

Ad hoc Tasks: Willingly undertake any other tasks as assigned by the Digital Operations Manager (DOM), Head of Digital Operations (HODO) or Senior Management to support overall team objectives.

You are the right fit if you have

Educational Qualification : Bachelors or Masters degree in Marketing, Business Administration, or a related field.

Industry Experience : Minimum 10+ years of experience in digital marketing account management.

Leadership & Team Management : Proven leadership experience in managing teams and large-scale projects.

Certifications (Preferred) : Certifications in Google Ads, SEO, Digital Marketing are an added advantage.

Strategic Thinking : Ability to develop and implement long-term strategies for client success.

Leadership & Mentorship : Experience in managing, coaching, and developing teams.

Client Relationship Management : Strong interpersonal and communication skills to build and maintain long-term client relationships.

Problem-Solving : Ability to quickly assess challenges and implement effective solutions to overcome them..

Analytical Skills : Proficiency in data-driven decision-making and performance tracking to optimize strategies.

Project Management : Strong organizational skills and experience in managing multiple projects simultaneously.

Technical Proficiency : Familiarity with Google Analytics, Google Ads, SEO tools, CRM software, and reporting dashboards