Senior Manager, Delivery
MSM Global Education
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Job summary
MSM CampusOS seeks a Senior Manager – Delivery to lead the Delivery/Client Servicing function for a portfolio of institutional clients in Gurgaon. You will own client relationships, drive delivery excellence, revenue retention and renewals, while guiding performance marketing, SEO/SMO and organic growth initiatives.
The role requires strong experience in digital marketing agency/client servicing, performance marketing, SEO/SMO, and managing enterprise accounts.
Qualifications
- Graduate degree required; MBA/PG in Marketing preferred.
- 6–9 years of experience in Client Servicing, Account Management or Delivery, preferably within a digital marketing agency.
- Minimum 2 years of team management/leadership experience.
- Strong working knowledge of Google Ads, Meta, LinkedIn, Quora Ads, GA4 and GTM.
- Hands-on exposure to education/marketing CRMs such as Meritto, ExtraEdge, Salesforce or LeadSquared.
Responsibilities
- Own client relationships and delivery outcomes for a portfolio/region of institutional clients.
- Drive client satisfaction, revenue retention and renewal outcomes.
- Act as the senior escalation point for key and at‑risk accounts.
- Lead strategic client conversations with senior stakeholders.
- Conduct QBRs and renewal discussions with client leadership, including Directors, VCs and Marketing/Admissions Heads.
- Identify and drive upsell and cross-sell opportunities in partnership with the Sales team.
- Define and monitor KPIs related to client satisfaction, delivery SLAs, revenue retention and renewal rates.
- Oversee campaign budgets, CTR, CPC, lead quality, conversion rates and overall cost efficiency.
- Oversee organic growth initiatives across SEO, SMO, Digital PR and influencer marketing.
- Ensure measurable ROI from organic and retainer-based services.
- Review and approve SEO/SMO calendars and Digital PR/influencer marketing plans for key accounts.
- Track organic contribution to enrolments and present performance alongside paid marketing outcomes.
- Guide creative strategy and campaign briefs across client accounts.
- Review landing pages, ad creatives, microsites, emailers and other digital campaign assets.
- Review and approve key creative/campaign mock-ups before client presentation.
- Ensure consistency, quality and alignment with client objectives.
- Own delivery-linked revenue mapping and reporting.
- Ensure delivery performance aligns with monthly and quarterly business projections.
- Develop and continuously improve delivery SOPs, trackers and processes.
- Leverage AI tools and automation to improve reporting, tracking, research and team efficiency.
- Govern invoicing and billing processes in coordination with Sales and Finance.
- Lead, mentor and manage a team of Managers and Assistant Managers within the Delivery function.
- Build team capabilities across performance marketing, SEO and SMO.
- Drive team performance, productivity and development.
- Participate in hiring, onboarding and performance management for the Delivery team.
- Represent the Delivery function in leadership and business reviews.
Skills
Education
Tools
Job description
Senior Manager Delivery
Department: Delivery MSM CampusOS, India Business
Location: Gurgaon
Experience: 6–9 Years
Industry: Digital Marketing / Education / EdTech
Employment Type: Full-time
Join a growing digital education ecosystem where you will work closely with institutional clients and cross-functional specialist teams to drive measurable digital marketing, admissions and enrolment outcome
MSM CampusOS's Delivery team acts as the bridge between institutional clients—including colleges and universities—and our specialist teams across Performance Marketing, SEO, SMO, Creative/Graphic Design and Technology.
The team manages the client journey from pre-sales and onboarding through campaign execution, performance reporting and renewal, with a strong focus on driving admissions and enrolment outcomes through digital marketing.
We are looking for a Senior Manager – Delivery to lead the Delivery/Client Servicing function for a portfolio or cluster of institutional clients.
The role will be responsible for client relationship management, delivery excellence, revenue retention, renewals and team leadership, while overseeing performance marketing and organic growth initiatives across the portfolio.
The ideal candidate should have strong experience in digital marketing agency/client servicing, performance marketing, SEO/SMO and managing institutional or enterprise clients.
- Own overall client relationships and delivery outcomes for a portfolio/region of institutional clients.
- Drive client satisfaction, revenue retention and renewal outcomes.
- Act as the senior escalation point for key and at-risk accounts.
- Lead strategic client conversations with senior stakeholders.
- Conduct QBRs and renewal discussions with client leadership, including Directors, VCs and Marketing/Admissions Heads.
- Identify and drive upsell and cross-sell opportunities in partnership with the Sales team.
- Define and monitor KPIs related to client satisfaction, delivery SLAs, revenue retention and renewal rates.
- Own performance marketing outcomes across the client portfolio, particularly during peak admission cycles.
- Oversee campaign budgets, CTR, CPC, lead quality, conversion rates and overall cost efficiency.
- Partner with Performance Marketing teams on campaign strategy, channel mix and bidding approaches.
- Establish regular reviews and dashboards covering lead delivery, campaign spend, performance and data quality.
- Drive continuous optimisation of digital campaigns to improve admissions and enrolment outcomes.
- Oversee organic growth initiatives across SEO, SMO, Digital PR and influencer marketing.
- Ensure measurable ROI from organic and retainer-based services.
- Review and approve SEO/SMO calendars and Digital PR/influencer marketing plans for key accounts.
- Track organic contribution to enrolments and present performance alongside paid marketing outcomes.
- Guide creative strategy and campaign briefs across client accounts.
- Review landing pages, ad creatives, microsites, emailers and other digital campaign assets.
- Review and approve key creative/campaign mock-ups before client presentation.
- Ensure consistency, quality and alignment with client objectives.
- Own delivery-linked revenue mapping and reporting.
- Ensure delivery performance aligns with monthly and quarterly business projections.
- Develop and continuously improve delivery SOPs, trackers and processes.
- Leverage AI tools and automation to improve reporting, tracking, research and team efficiency.
- Govern invoicing and billing processes in coordination with Sales and Finance.
- Lead, mentor and manage a team of Managers and Assistant Managers within the Delivery function.
- Build team capabilities across performance marketing, SEO and SMO.
- Drive team performance, productivity and development.
- Participate in hiring, onboarding and performance management for the Delivery team.
- Represent the Delivery function in leadership and business reviews.
- Graduate degree required; MBA/PG in Marketing preferred.
- 6–9 years of experience in Client Servicing, Account Management or Delivery, preferably within a digital marketing agency.
- Minimum 2 years of team management/leadership experience.
- Strong working knowledge of:
- Google Ads / Google Ads MCC
- Meta Business Manager
- LinkedIn Ads
- Quora Ads
- GA4
- Google Tag Manager (GTM)
- SEO & SMO
- Digital PR
- Influencer Marketing
- Hands-on exposure to education/marketing CRMs such as Meritto, ExtraEdge, Salesforce or LeadSquared.
- Strong understanding of performance marketing metrics including CTR, CPC, lead quality and landing-page conversion rate.
- Proven experience in client retention, renewals and revenue management.
- Hands-on experience with AI tools and new-age technologies for reporting, research, tracking, automation and day‑to‑day business operations.
- Strong stakeholder management, negotiation and presentation skills.
- Excellent communication skills in English and Hindi; knowledge of a regional language will be an advantage.
- Ability to review and approve client-facing presentations and creative assets using tools such as Canva, Figma, PowerPoint or similar.
- Prior experience in the Education/EdTech sector is strongly preferred.
- Willingness to travel for client meetings as required.
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