Client Servicing Lead

Role Summary:

You will own client outcomes and lead the operations engine that delivers creator campaigns end-to-end. This is a builder-operator role: set the servicing model, scale processes, coach a multidisciplinary team (campaign managers, influencer specialists, QA/analytics), and ensure every program ships on-time, on-budget, and on-brand—while driving renewals and expansion.

Responsibilities

Client Leadership

• Act as executive sponsor for priority accounts; run QBRs/MBRs, align on KPIs and success plans.
• Translate business goals into campaign strategies, testing plans, and content roadmaps.
• Escalation owner for timelines, scope, and quality; unblock with speed and rigor.

Campaign & Operations

• Oversee the full lifecycle: brief intake, creator discovery/shortlisting, real-time pricing/negotiation, contracting, content approvals, publishing, reporting, and payments.
• Standardize SLAs and SOPs across industries (FMCG, beauty, e-com, D2C, etc.).
• Partner with Supply to ensure creator quality, availability, and performance benchmarks.
• Drive platform adoption (briefs, chat, approvals, dashboards) to reduce manual ops.

Team & Process Excellence

• Hire, mentor, and performance-manage a high-bar team; build a strong bench of leads.
• Establish a “control tower” for campaign health: capacity planning, risk flags, TAT tracking, and on-call escalation.
• Implement QA for brand safety, compliance, and content quality.
• Continuously improve with data: root-cause analysis, playbooks, and A/B tests.

Commercials & Growth

• Own retention, renewal, and expansion motions in partnership with Sales/CS.
• Track gross margin per campaign; optimize creator pricing, rights, and scope.

Qualifications

• 7–12 years in client servicing/operations within influencer marketing, digital/creative, or performance content; proven experience leading multi-client programs at scale.
• Demonstrated P&L or margin ownership with strong commercial acumen.
• Excellence in stakeholder management with enterprise brands; calm under pressure.
• Process design and SOP building; comfort with data and dashboards to drive decisions.
• People leader: hiring, coaching, and performance management across pods/squads.
• Fluency with modern GTM/ops tools (e.g., CRM like HubSpot, ticketing like Freshdesk, project tools like Asana, BI dashboards, Google Workspace).
• Strong written/verbal communication and a builder mindset.

Success Metrics (Outcomes/KPIs)

• Client NPS/CSAT
• Renewal/Retention: Targets by segment met or exceeded
• On-Time Delivery:
• Cycle Time: Brief-to-go-live reduced quarter-over-quarter
• Platform Adoption: % briefs, chats, approvals, and reports completed on the platform
• Operational Efficiency: lower manual ops hours per campaign

Nice to Have:

• Experience running creator operations across Instagram/YouTube, usage rights, whitelisting, and paid amplification.
• Knowledge of pricing models, exclusivity, brand safety, and legal/compliance.
• Exposure to SaaS/marketplaces and driving product adoption with customers.