Head Operations- Digital Marketing

YRSK; Navi Mumbai, Mumbai; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

YRSK in Navi Mumbai seeks Head of Operations, Delivery & Client Success to ensure excellent client delivery, strong client relationships, high retention, operational efficiency, team productivity and account profitability across digital services such as SEO, social, paid media and content.

This is a business leadership role bridging Sales, Strategy, Creative, Performance, SEO, Technology and Finance to deliver measurable business outcomes consistently and at scale; you will lead delivery teams,

Responsibilities

• Delivery & Execution: Own end-to-end delivery across digital services and ensure on-time delivery with QA across all teams.
• Client Management & Retention: Manage key client relationships, health scores, reviews, escalations and alignment of scope and deliverables.
• Team Leadership: Lead and mentor delivery teams, set KPIs, monitor utilization, and recruit critical operational talent.
• Process & Systems: Develop SOPs, implement project management and reporting systems, drive automation and MIS.

Job description

Role & responsibilities

The Head of Operations, Delivery & Client Success will be responsible for ensuring excellent client delivery, strong client relationships, high retention, operational efficiency, team productivity and account profitability.

This is a business leadership role, not merely a project-management position. The person will act as the bridge between Sales, Strategy, Creative, Performance, SEO, Technology, Finance and the Client, ensuring that YRSK delivers measurable business outcomes consistently and at scale.

Key Responsibilities

1. Delivery & Execution

• Own end-to-end delivery across SEO, social media, paid media, websites, content, branding and other digital services.
• Ensure on-time delivery across client accounts.
• Establish and enforce delivery SLAs and quality standards.
• Ensure campaign, creative, website and reporting quality.
• Identify delivery risks before they become client escalations.
• Maintain a strong QA process across all teams.

2. Client Management & Retention

• Own the overall health of key client accounts.
• Build strong relationships with senior client stakeholders.
• Conduct/oversee monthly and quarterly business reviews.
• Maintain client health scores and identify Red/Amber accounts.
• Ensure client escalations are resolved quickly and professionally.
• Ensure client expectations, scope and deliverables remain aligned.

3. Team Leadership

• Lead and mentor account managers, project managers and delivery teams.
• Set clear KPIs, responsibilities and accountability.
• Monitor team utilisation and productivity.
• Identify skill gaps and training requirements.
• Build a culture of ownership rather than dependency on individual employees.
• Support recruitment of critical operational talent.

4. Process & Systems

• Develop and continuously improve SOPs for:
  • Sales handover
  • Client onboarding
  • Strategy
  • Execution
  • QA
  • Reporting
  • Client review
  • Renewal
• Implement effective project-management and reporting systems.
• Drive automation and AI adoption wherever it improves productivity.
• Ensure monthly MIS is available for management review.

5. Commercial & Profitability Management

• Monitor account-level profitability.
• Identify accounts with excessive manpower consumption or low margins.
• Control scope creep and ensure additional work is commercially approved.
• Ensure all billable work reaches Finance for timely invoicing.
• Support Finance and Sales in collection follow-ups where operational intervention is required.
• Work toward improving overall delivery margins.

6. Account Growth & Business Development Support

• Identify cross-selling and upselling opportunities within existing accounts.
• Work with Sales to convert these opportunities.
• Support client renewals and expansion.
• Develop case studies and client success stories.
• Encourage qualified client referrals.
• Help convert strong delivery relationships into long-term strategic accounts.

7. Management Reporting

Prepare a monthly Operations Dashboard covering:

• Revenue delivery
• Delivery performance
• Client retention
• Client health
• Escalations
• Team utilisation
• Productivity
• Account profitability
• Scope creep
• Upsell opportunities
• Critical operational risks

Preferred candidate profile

Must-have experience

The candidate should have personally managed:

• Multiple client accounts simultaneously
• Large delivery teams
• Client escalations
• Monthly/quarterly reviews
• Revenue and profitability
• Cross-functional teams
• Retention and renewals
• Process/SOP implementation