Head of client servicing

HEAD OF CLIENT SERVICING

Overview:

We are looking for a strategic, results-driven, and client-focused Head of Client Servicing to lead our client engagement and account management function. In this leadership role, you will be responsible for overseeing the entire client servicing team, driving long-term client relationships, ensuring exceptional service delivery, and contributing directly to revenue growth and profitability.

You will play a critical role in shaping client strategy, strengthening partnerships, improving retention, and ensuring the successful execution of digital and integrated marketing initiatives across all accounts.

Key Responsibilities:

Strategic Leadership

• Lead and mentor the Client Servicing team to deliver high-quality service and results
• Develop and implement client servicing strategies aligned with business objectives
• Drive client retention, satisfaction, and account growth initiatives
• Identify opportunities for upselling and cross-selling services

Client Relationship Management

• Build and maintain strong, long-term relationships with key client stakeholders
• Act as the senior escalation point for major client concerns or challenges
• Lead strategic business reviews and performance discussions
• Ensure clear communication of client expectations across internal teams

Revenue & Financial Management

• Own client P&L and revenue targets
• Oversee client billing, forecasting, and profitability tracking
• Ensure projects are delivered on time and within budget
• Monitor financial performance account by account

Strategy & Performance Oversight

• Guide the development and execution of digital marketing strategies
• Ensure KPIs are defined, tracked, and optimized for each account
• Review campaign performance and recommend improvements to maximize ROI
• Oversee reporting processes and ensure insightful client presentations

Cross Functional Collaboration

• Work closely with analysts, strategists, creatives, developers, and media teams
• Ensure smooth internal workflow and resource allocation
• Lead internal kick-offs and external strategy review sessions
• Align all departments toward client objectives and delivery excellence

Process & Operational Excellence

• Establish and improve client servicing processes and SOPs
• Monitor team productivity and performance metrics
• Drive continuous improvement in service quality and efficiency
• Stay updated with digital marketing trends and innovations

Requirements:

• 8+ years of experience in Digital Marketing / Client Servicing / Account Management
• Minimum 34 years in a leadership or managerial role
• Strong understanding of digital marketing tools, platforms, and performance metrics
• Proven experience managing large accounts and revenue portfolios
• Strong financial acumen with P&L ownership experience
• Excellent stakeholder management skills
• Strategic thinker with strong analytical abilities
• Exceptional communication and presentation skills
• Strong leadership, mentoring, and team development capabilities
• Ability to manage multiple high-value accounts simultaneously