AstaGuru - Head - Client Relations Operations

Head Client Relations Operations (10-19 yrs)

About the Role :

The Head - Client Relations Operations is a strategic leadership role responsible for driving operational excellence across AstaGuru's Client Relations function. Serving as the operational backbone between the Head - Client Relations and the Client Advisors/Relationship Managers, this role ensures that business strategy is translated into flawless execution while maintaining the highest standards of governance, efficiency, and luxury client service.

The role will lead the operational framework of the Client Relations function by driving meeting governance, sales pipeline management, business reviews, process adherence, performance tracking, and cross-functional collaboration. As a trusted partner to the Head - Client Relations, the incumbent will enable the team to focus on cultivating meaningful relationships with HNI and UHNI collectors while ensuring seamless execution of business priorities.

Key Responsibilities :

- Act as the central operations leader for the Client Relations function, ensuring seamless execution of all business priorities.

- Drive operational governance across the Client Relations team, ensuring consistency, accountability, and process excellence.

- Partner closely with the Head - Client Relations to translate strategic initiatives into measurable action plans.

- Ensure smooth coordination between Client Relations and internal functions including Auctions, Marketing, Logistics, Finance, CRM, Cataloguing, and Client Services.

Client Relations Operations :

- Own the end-to-end governance of client meetings across the Client Relations team.

- Review, validate, and monitor client meeting schedules to ensure alignment with business priorities.

- Track meeting outcomes, follow-up actions, and conversion opportunities.

- Maintain visibility of client engagement activities through structured dashboards and reports.

Meeting & Calendar Governance :

- Own the end-to-end governance of client meetings across the Client Relations team.

- Review, validate, and monitor client meeting schedules to ensure alignment with business priorities.

- Track meeting outcomes, follow-up actions, and conversion opportunities.

- Maintain visibility of client engagement activities through structured dashboards and reports.

Sales Pipeline & Business Reviews :

- Monitor sales pipelines across all Client Advisors.

- Conduct regular pipeline reviews to identify opportunities, bottlenecks, and execution gaps.

- Prepare weekly, monthly, and quarterly business review reports for leadership.

- Ensure timely follow-up on high-value client opportunities and strategic & MIS :

- Develop and manage operational dashboards covering:

i. Client meetings

ii. Sales pipeline

iii. Client engagement metrics

iv. Revenue tracking

v. Productivity metrics

vi. Team performance

- Provide actionable insights to leadership for informed decision-making.

- Track KPIs and ensure alignment with business Coordination :

- Serve as the primary operational liaison between the Client Relations team and all support functions.

- Ensure timely resolution of operational challenges impacting client servicing.

- Drive execution of key launches, auctions, exhibitions, and private sales from an operational perspective.

Issue Resolution & Team Enablement :

- Act as the first point of escalation for operational queries from the Client Relations team.

- Resolve day-to-day operational challenges efficiently while ensuring minimal disruption to client experience.

- Standardize processes, SOPs, and best practices across the function.

- Identify opportunities for automation and operational & Compliance :

- Ensure adherence to internal policies, business processes, and service standards.

- Monitor CRM hygiene, reporting accuracy, documentation, and process compliance.

- Conduct regular audits of operational processes to improve efficiency and mitigate risks.

Strategic Projects :

- Lead operational transformation initiatives across the Client Relations function.

- Drive process optimization, automation, and technology adoption to enhance productivity.

- Support new business initiatives, category expansion, and strategic growth projects.

Key Skills & Competencies :

- Strong business operations and sales governance capabilities.

- Exceptional stakeholder management and cross-functional collaboration skills.

- Analytical mindset with expertise in dashboards, MIS, and business reporting.

- Excellent planning, project management, and execution skills.

- Strong problem-solving and decision-making ability.

- High attention to detail and operational discipline.

- Ability to work in a fast-paced luxury, retail, wealth management, or hospitality environment.

- Excellent communication and leadership skills.

Preferred Experience :

- 10-15 years of experience in Sales Operations, Client Relations Operations, Business Operations, Commercial Excellence, or Revenue Operations.

- Experience in luxury retail, wealth management, premium hospitality, high-value consumer businesses, auctions, or lifestyle brands is highly preferred.

- Proven experience managing cross-functional teams and driving operational excellence.

- Advanced proficiency in CRM systems, Microsoft Excel, Power BI, Google Workspace, and reporting tools.

Success Measures :

- Improved productivity and efficiency of the Client Relations team.

- Increased adherence to meeting governance and sales processes.

- Enhanced sales pipeline visibility and forecasting accuracy.

- Faster resolution of operational issues and cross-functional dependencies.

- Improved CRM discipline and reporting accuracy.

- Consistent execution of strategic initiatives and business priorities.

- Delivery of a seamless, premium client experience aligned with AstaGuru's luxury brand standards.

(ref:iimjobs.com)