CLIENT SERVICES MANAGER

Objective :

A manager in a Client Service role would manage larger accounts or multiple small accounts and have a team of Client Services Executives to deliver on projects. This role should provide solutions and recommendations to Clients based on best practices in digital campaigns; and manage the delivery process by communicating a clear brief to the respective teams from the Client. Resolving any issues arising during delivery, keeping track of the delivery schedule and ensuring Client satisfaction through timely delivery and error free work is part of the role.

Key Responsibilities :

Functional Responsibilities :

Client interaction :

Ensure customer satisfaction through the following :

- Understand the objective and provide solutions by finding ways and means cutting across functions

- Identify and provide non-standard solutions - novel ideas

- Create effective proposal/estimates by accurate analysis of client requirements

- Through the delivery of the committed output

- Keep the client updated at all times and managing client relationships through the delivery process

- Educate the client on the workflow and processes

- Check to ensure that even the smallest client requirement is met

Revenue :

- Meet revenue and collection targets

- Ensure timely billing and collections

Business Development :

- Plan, prioritise and analyse ongoing business

- Go on client calls, provide solutions and identify new business opportunities

- Create proposals, presentations & wireframes

Delivery :

- Strategise and Manage digital campaigns

- Ensure that brief is communicated and understood clearly by all requisite internal parties

- Implement effective internal processes for servicing client

Team management :

- Manage delivery through effective management of work flow, resource requirement and quality of output

- Ensure timely & error-free delivery of all projects by close supervision of the account management as well as delivery teams

- Ensure client satisfaction on jobs/projects by timely and error-free delivery

- Ensure the project is running to schedule and on the budget as per the quality standards agreed

- Process control, Clarity on the business process and adherence to Rage policies

- Adhere to schedule

Organisational Responsibilities :

- Manage requirements independently within the definitions of the job role

- Understand business and commercial implications to provide solutions

- Ensure inter-departmental collaboration and support

- Participate in budgeting activities for the function and team

- Participate in recruitment

- Set Rage standards for the function

- People Responsibilities

- Build a competent team - ensure skill levels in the organisation are as per standards set

- Put processes in place to track skill levels of employees

- Train & manage the team through regular reviews and feedback

- Ensure team retention & engagement to the organisation

Competence :

Education :

- Any graduate with experience in client servicing.

- Qualification in Vis Comm./Mass Comm is desirable

Work Experience : Minimum of 5 years in the digital industry

Knowledge :

- MS Excel, MS Word, PowerPoint, Wireframing tools

- Business domain of the client

Skills :

- Communication Skills.

- Coordination Skills.

- Project Management Skills.

- Problem Solving.

- Interpersonal Skills.

- Organising Skills.

- People Management Skills.

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