Vertical Service Delivery Head

Pepper; Mumbai; On-site; INR 6,000,000 - 9,000,000; Full time

Job summary

Pepper Content is seeking a Vertical Service Delivery Head to oversee a broad client portfolio and drive account management efforts in a fast-growing content marketplace.

You will lead in-person client interactions, coordinate with design and media teams, and build a high-performing team while ensuring on-time deliverables and revenue growth.

The role demands strategic thinking, strong communication, and willingness to roll up sleeves as Pepper expands with 75+ verticals.

Qualifications

• 12+ years of experience in account management/client services in digital marketing.
• Ability to inspire repeat business from clients.
• Experience handling senior stakeholders at client end.
• Strategic with growth and tactical with delivery.
• Portfolio ownership of 10Cr+.
• Experience managing teams of 5+.

Responsibilities

• Cultivate solid relationships with clients through exceptional after-sales service.
• Create a positive onboarding experience for new clients.
• Regularly interact with clients via calls, email, or face-to-face meetings.
• Maintain accurate records of existing and potential clients.
• Inspire repeat business from clients.
• Respond to client inquiries promptly and professionally.
• Analyze performance data to offer data-driven insights and improve services.
• Ensure timely receivables and cash flow from clients.
• Coordinate with design, media teams and stakeholders to deliver.

Skills

Account management

Client services

Digital marketing

Strategic thinking

Leadership

Job description

Pepper Content (www.peppercontent.io) is building a global content marketplace that brings companies and content creators together to scale up content creation processes across 75+ content verticals and 150+ content categories. Over the past 5 years, over 150,000+ freelance content creators have applied to be part of the Pepper network of which we work with the top 5% of talent, and on the other end - we work with over 2500+ customers like Amazon, Adobe, Google, HDFC Bank, Adani, and majority of the startup ecosystem.

We are on the path to building a global on-demand content marketplace platform that allows for collaboration, discovery, and upskilling for all our creators. Now we are in a rapid expansion phase to enter into more content service offerings, engage a wide spectrum of content creators, and simultaneously scale up our existing services. We are looking for a Vertical Service Delivery Head who can handle a large portfolio of customers and work as part of the Account Management function at Pepper. This would involve a lot of in-person customer interaction and sales efforts on the individual's part and will involve building and managing a team.

We’re looking for someone enthusiastic, comfortable with uncertainty, flexible, great with people, understands our technical vision, and isn’t afraid to roll up their sleeves and get their hands dirty.

Job Responsibilities:

• Cultivating solid relationships with clients through the provision of exceptional after-sales service.
• Creating a positive onboarding experience for new clients.
• Regularly interacting with clients through telephone calls, email communications, or face-to-face meetings.
• Maintaining an accurate record of all existing and potential clients.
• Inspire repeat business from clients.
• Responding to client inquiries in a timely and professional manner.
• Analyze performance data to offer clients data-driven business insights and at the same time use those insights to improve our service offerings
• Ensure timely receivables and cash flow from clients
• Ensuring smooth functioning of the account internally to help meet all deliverables including coordination with design teams, media teams, managers, and other important stakeholders.
• Prepare timely team and client updates on all stages of project processes.

The ideal candidate must -

• At least 12+ years of experience in account management/client services roles in digital marketing agency experience is a big plus.
• Inspire repeat business from clients.
• Has experience of handling higher stakeholders at client end.
• Has to be strategic with client growth and tactical with deliveries
• Has managed portfolio of 10Cr and above
• Managed teams of 5 and above
• Knows business know how like PnL management
• Have excellent verbal, written communication, and presentation skills.
• Have a willingness to be flexible: Works beyond what is described in the job description.
• Understand the market and competitor activities
• Be able to seek out the appropriate contact in a targeted organization