Group Head - Client Servicing - Digital Agency

Position: Group Head - Client Servicing

Reporting to: AVP/ VP

Education: Graduate / Postgraduate in relevant field

Experience: 5+ yrs

JOB PURPOSE

To assist the AVP / VP - CS and execute projects/ day to day delivery of everything that goes out from Company to its clients. Lead a team through various middle level managers/ Team leads and actively consult with clients regarding Creative, Social, Digital Media, CRM, Content, Technology selection and other issues and challenges confronting businesses pursuing a digital strategies to drive traffic, increase conversion, increase average order and visitor loyalty.

Client Relationship Management

- Building and maintaining relationships with clients and guiding teams towards the achievement of client objectives

- Aware and in pursuit of opportunities for account growth with existing clients

- Build teams, think strategically and develop successful client-agency relationships

- Establish rapport and maintain long-term relationships with client and internal teams

- Implement Internet Marketing best practices that result in customer acquisition, retention and growth

Supervise Operations of Multiple Projects

- Responsible for all client communications, conflict resolution, and compliance on client deliverables

- Work collaboratively with the planning and creative teams to develop and execute digital strategies to create effective digital strategies

- Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations

- Manage program execution and financial performance while ensuring that overall strategy is sound and on point

- Ensure tactical alignment with stated goals, objectives and strategy

- Prioritize & set expectations on key deliverables

- Utilize sound project management processes and tools to instill project management discipline and work collaboratively with other team members

- Engage employees into the various activities for the achieving organizational goals.

- Effectively manage projects to deliver on Cost, Quality, and Timing targets

- Compile and analyze search data and metrics and make decisions regarding campaign direction

- The incumbent should have the ability to compile and analyze search data and metrics and make decisions regarding campaign direction

- He should be able to perform click through rate, conversion, spend and creative analysis to identify growth/optimization opportunities

- Maintain schedule performance index and cost performance index

- Use Internet and marketing best practices resulting in customer acquisition, retention and growth

Quality Assurance & Follow-up

- Design website Technical Structure, Design & Aesthetics, Content, Navigation, Information Architecture, Branding/Marketing, Performance, and Functionality efforts to positively impact business efforts

- Follow-up with cross functional departments to strictly adhere to time and action calendar

- Keep quality checkup right from the start till completion of the project

Social Media & SEO

- Accountable for Social Media Content Creation, Administration and Brand Management

- Planning and delivery of community management strategies through social media

- Engaging with customers through the use of social media

- Keeping up to date with advances in social media technology and the latest social media platforms

- Analyzing social media insights to guide future social media campaigns

- Accountable for website growth vis-a-vis using Google Analytics & Google Webmaster and give constant feedback to the team

- Accountable for increase in new pitches and give support as and when required by doing research in SEO

- Provide recommendations and execute/manage strategies for content development in coordination with SEO goals - general and keyword specific

- Oversee editorial and marketing teams to drive SEO in content creation and content programming

- Monitor and evaluate search results and search performance across the major search channels in order to improve rankings

- Oversee On Page and Off Page Planning, Scheduling and Implementation

Team Management

- Should have the ability to effectively and efficiently manage a large team

- Ensure minimal attrition

- Conduct regular meetings and ensure seamless execution

- Provide thorough training to the team members; mentor and guide them on regular basis

- Create strong back-ups within the department

Other desired skills

- Deep Understanding of Technology Behind Search Engine, Google Webmaster Guidelines, Search Friendly Websites, Google Penalties & Recovery and Photoshop

- Deep Knowledge of ON Page & OFF Page activities, SEO, search engine optimization and factors that influence high rankings in Google

- Strong awareness on Google Algorithm Updates

- Ability to specify technical changes to technical/development teams

- Strong Knowledge of HTML & CMS Panels likes WordPress; knowledge of PHP, Dreamweaver, Filezila will be added advantage.

- Expertise with Excel Reporting (Filters, Vlookup, Calculation Formulas, Pivot, Graph, Chart)

- Well Versed with web analytics and presentation tools

- Knowledge of Tech Tools : Firebug, Webmaster, Hootsuite, Yoono, Google Page Speed, GTMetrix, Alexa, Google Keyword Planner