Key Responsibilities

Professional Services Leadership:

- Lead multiple professional services practices with accountability for delivery quality, customer outcomes, utilization, profitability, and operational excellence.

- Own resource planning, forecasting, staffing, and capacity management across disciplines.

- Establish scalable delivery methodologies, SOPs, playbooks, governance, and quality standards.

- Drive AI-powered automation to improve productivity, quality, and delivery speed.

Customer Success & Business Growth:

- Partner with Customer Success to improve customer health, retention, adoption, and expansion.

- Participate in executive business reviews and strategic customer engagements.

- Build trusted relationships with enterprise marketing leaders, CMOs, Digital VPs, and business executives.

- Support Sales during solution design, RFPs, pricing, proposals, and executive presentations.

- Identify opportunities for cross-sell, upsell, and new service offerings.

Practice Leadership: Oversee delivery across:

- Paid Media & Omnichannel Marketing

- Technical SEO & Enterprise SEO

- Local SEO & Multi-location Marketing

- GEO (Generative Engine Optimization)

- Schema & Structured Data

- AI Search Optimization

- Web Analytics & Attribution

- Conversion Rate Optimization (CRO)

- Digital Experience & Personalization

- Content Strategy & Content Operations

- AI-powered Content Creation

- Consulting & Digital Strategy

- PMO & Delivery Operations

AI & Innovation Leadership:

- Champion AI-first delivery methodologies across all service lines.

- Translate emerging AI Search, LLM, Agentic Search, Entity Optimization, and Structured

Data trends into customer strategies.

- Build repeatable AI-enabled consulting frameworks.

- Drive adoption of automation, AI workflows, and internal productivity tools.

Operational Excellence:

- Own delivery governance across quality, timelines, profitability, and customer satisfaction.

- Improve utilization, delivery predictability, and project margins.

- Build dashboards for executive visibility across delivery performance.

- Establish best practices, QA standards, and continuous improvement initiatives.

People Leadership:

- Lead managers and multidisciplinary teams across multiple service practices.

- Recruit, mentor, and develop future leaders.

- Create career paths, competency frameworks, certifications, and learning programs.

- Foster a high-performance, customer-first culture focused on accountability and continuous improvement.

Required Experience:

Leadership:

- 15+ years of experience in Digital Marketing, Agency Services, Professional Services, or Digital Consulting.

- 7+ years leading multidisciplinary delivery organizations.

- Experience managing large enterprise customers across multiple industries.

- Experience leading managers and cross-functional delivery teams.

Functional Expertise : Strong working knowledge of:

- Paid Media (Google Ads, Meta, Programmatic)

- Omnichannel Marketing

- Enterprise Analytics (GA4, Adobe Analytics, Looker, Power BI)

- Technical SEO

- Local SEO

- Schema & Structured Data

- GEO (Generative Engine Optimization)

- AI Search Optimization

- Content Marketing & Content Operations

- Conversion Rate Optimization (CRO)

- Website Strategy & Digital Experience

- Personalization

- Marketing Automation

- Enterprise CMS platforms

Business & Commercial Skills:

- Professional Services financial management

- Revenue forecasting and delivery planning

- Margin optimization

- Executive consulting

- Proposal development

- Statement of Work (SOW) creation

- Pricing strategy

- Executive communication

- Enterprise account growth

Success Metrics:

1. Customer:

- Gross Revenue Retention (GRR)

- Net Revenue Retention (NRR)

- Customer Health Score

- CSAT

- NPS

- Executive relationship strength

2. Financial:

- Professional Services revenue growth

- Delivery margins

- Utilization

- Billable efficiency

- Project profitability

3. Delivery:

- On-time delivery

- Delivery quality

- SLA adherence

- Project success rate

- Quality and rework metrics

4. Growth:

- Expansion revenue

- Cross-sell and upsell contribution

- Consulting-led opportunities

- New service adoption

5. Operations:

- Resource utilization

- Delivery automation

- AI adoption across services

- Process maturity

- Operational efficiency

6. People:

- Employee engagement

- Leadership development

- Internal promotions

- Team retention

- Skill development and certifications