Client Servicing Lead

3 days ago

Gurgaon, Haryana, India One Impression Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Role Summary:

You will own client outcomes and lead the operations engine that delivers creator campaigns end-to-end. This is a builder-operator role: set the servicing model, scale processes, coach a multidisciplinary team (campaign managers, influencer specialists, QA/analytics), and ensure every program ships on-time, on-budget, and on-brand—while driving renewals and expansion.

Responsibilities

Client Leadership

  • Act as executive sponsor for priority accounts; run QBRs/MBRs, align on KPIs and success plans.
  • Translate business goals into campaign strategies, testing plans, and content roadmaps.
  • Escalation owner for timelines, scope, and quality; unblock with speed and rigor.

Campaign & Operations

  • Oversee the full lifecycle: brief intake, creator discovery/shortlisting, real-time pricing/negotiation, contracting, content approvals, publishing, reporting, and payments.
  • Standardize SLAs and SOPs across industries (FMCG, beauty, e-com, D2C, etc.).
  • Partner with Supply to ensure creator quality, availability, and performance benchmarks.
  • Drive platform adoption (briefs, chat, approvals, dashboards) to reduce manual ops.

Team & Process Excellence

  • Hire, mentor, and performance-manage a high-bar team; build a strong bench of leads.
  • Establish a "control tower" for campaign health: capacity planning, risk flags, TAT tracking, and on-call escalation.
  • Implement QA for brand safety, compliance, and content quality.
  • Continuously improve with data: root-cause analysis, playbooks, and A/B tests.

Commercials & Growth

  • Own retention, renewal, and expansion motions in partnership with Sales/CS.
  • Track gross margin per campaign; optimize creator pricing, rights, and scope.

Qualifications

  • 7–12 years in client servicing/operations within influencer marketing, digital/creative, or performance content; proven experience leading multi-client programs at scale.
  • Demonstrated P&L or margin ownership with strong commercial acumen.
  • Excellence in stakeholder management with enterprise brands; calm under pressure.
  • Process design and SOP building; comfort with data and dashboards to drive decisions.
  • People leader: hiring, coaching, and performance management across pods/squads.
  • Fluency with modern GTM/ops tools (e.g., CRM like HubSpot, ticketing like Freshdesk, project tools like Asana, BI dashboards, Google Workspace).
  • Strong written/verbal communication and a builder mindset.

Success Metrics (Outcomes/KPIs)

  • Client NPS/CSAT
  • Renewal/Retention: Targets by segment met or exceeded
  • On-Time Delivery:
  • Cycle Time: Brief-to-go-live reduced quarter-over-quarter
  • Platform Adoption: % briefs, chats, approvals, and reports completed on the platform
  • Operational Efficiency: lower manual ops hours per campaign

Nice to Have:

  • Experience running creator operations across Instagram/YouTube, usage rights, whitelisting, and paid amplification.
  • Knowledge of pricing models, exclusivity, brand safety, and legal/compliance.
  • Exposure to SaaS/marketplaces and driving product adoption with customers.

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