Client Relations & Strategy Director

The business unit head is responsible for complete ownership of the the P&L, relationships, delivery, quality, planning, resourcing and operations of a particular business unit. The role is critical as it aims to build solutioning, servicing and delivery for clients and help build a culture of responsibility and performance.

Responsibility

1. Problem solving mindset :

a. Critical and quick thinking, effective + prompt communication, and the ability to find solutions that align with both the client's and agency's goals

b. Address challenges and issues that arise during the course of work. Be smart and fast or fail-fast with problem-solving, conflict resolution, and decision-making to ensure smooth delivery

2. Relationship management :

a. Build and maintain strong relationships with clients.

b. Understand their business deeply, objectives, and challenges. Be the main point of escalation between the agency and the client

c. Stay abreast of industry trends, market conditions, and opportunities.

d. Provide clients with strategic insights, suggestions, competitive data and innovative solutions to help them achieve an advantage

e. Work to retain existing clients by delivering exceptional service, demonstrating the value of the agency's work, and building long-term relationships

3. Delivery and Operation excellence :

a. To ensure quality output and suggest the right solutions to customers

b. Ensure 100% utilization of resources - therefore driving efficiency

c. 100% adherence to the quality standards

d. Lower rework and wasted effort

e. Plan workloads and work schedules

f. Commitment to delivery timelines

4. Business Performance : The BU head is responsible for ensuring that the BU delivers on revenue and margin commitments. This includes

a. Tracking team performance

b. Analyzing performance of BU, understanding core issues and suggesting programs to alleviate issues / roadblocks

c. Driving value with quality of work and fulfilment of revenue and margin goals

d. Highlighting roadblocks / issues with executive’s in a regular and structured manner

e. Actively participate in new business development by identifying upsell opportunities within existing accounts and contributing to pitches and proposals for new clients.

5. Team management :

a. Be empathetic. Lead and manage the entire team within the business unit.

b. Provide guidance, mentorship, and support to ensure the team is working effectively and efficiently

c. Ensure good cross-functional collaboration

d. Reward and recognize efforts of team members and plan for ‘making work fun’ and not another ‘job’