Senior Executive Client Servicing

Client Service Executive

Department:

Reporting to:

WHAT WE NEED FROM ANYONE AND EVERYONE AT WHC

Make it matter. Aim high with your work. Really high. Craft solutions that are ambitious in their impact. Lead by example while being confident to take the lead. Be disruptive in your approach to problem solving. Be a universal thinker with local sensitivity.

Make it happen. Have the ability to work independently. Take accountability for the product. Keep helping and challenging. Be pro-active. Be always hungry for more. While you are an expert in your own role, you exhibit unlimited curiosity to improve. You manage down as well as up.

Embrace opportunities. Be at the forefront of new media, data, digital and technology opportunities. Be passionate about your role, your creativity and the agency. Be exhilarated by change – pushing and thinking about what’s next

Collaborate or die. The best work comes from blended teams pulling together from start to finish. Build and maintain productive working relationships across specializations. Fundamentally, you are a ‘we’ person, not a me personality.

Be more human. Be authentic. Treat others the way you want to be treated. You are easy to engage with and you engage with others as well. You contribute to our Disruption culture. You are open to constructive feedback at every moment.

WHAT WE NEED FROM YOU AT WHC

As a Client Servicing Executive your primary responsibility would be to manage a set of Client accounts. You will focus on accurate and timely delivery of ensuring commercial success for both client and WHC. This is the ideal role for someone who is driven by and skilled in building and managing client relationships.

Specifically, you will be responsible for the following:

THE LINK BETWEEN CLIENT AND AGENCY

▪ Act as the main point of contact for clients,developing strong, trusted relationships.

▪ Gain a deep understanding of clients' branding and marketing communication objectives to offer strategic insights.

▪ Address any client concerns or queries related to the financial aspects of their accounts.

▪ Build and maintain strong client relationships to ensure long-term collaboration

BRIEFING AND DEBRIEFING

▪ Ability to create clear written briefs(without using AI companion) based on client discussions (online/offline) and effectively debrief internal and external teams to ensure accurate execution.

▪ Ensure that client briefs are clearly communicated to internal and external teams and reflected in all deliverables.

PROJECT EXECUTION AND DELIVERY

▪ Participate in brainstorming sessions to contribute creative ideas and solutions.

▪ Ensure the end-to-end execution of content creation, internal and external communication and digital marketing activities.

▪ Coordinate with internal teams (creative, design, digital and finance dept) to ensure timely delivery of high-quality work and invoicing.

▪ Ensure all deliverables are checked for errors or it is as per client request before sharing it to clients.

▪ Track project progress, timelines, and digital promotion budgets to ensure all deadlines and client expectations are met.

▪ Work closely with the creative team to ensure the final output aligns with client goals and WHC high standards of creativity and innovation.

▪ Provide clients with regular updates on project progress and performance against KPIs.

▪ Ensure proactive strategic recommendations to optimize offline and online campaigns and improve client results.

▪ Ensure all projects are executed in line with the agreed proposal, with timely submission of campaign performance and monthly reports (before 10th of consecutive month). Keep the client group updated on the deadlines and progress of each task.

▪ Ensure post-campaign reviews are conducted to identify successes, areas of improvement, and future opportunities.

▪ Identify upselling opportunities and promptly inform the sales or management team.

▪ Assist in preparing pitch documents for existing or new clients.

Variation from the scope of work/Additional requirements from the client

▪ Ensure all project deliveries strictly follow the approved scope of work. Review the proposal document carefully and clarify any doubts with the Client Account Manager.

▪ Any additional client requests must be informed to the Client Account Manager. No extra work should be executed without a written estimate approved by the client or written approval from the Head of Operations.

▪ Verbal or approvals from other departments are not valid. All approved additional work must be recorded in the project management system and invoiced—immediately for project-based clients and before month-end for retainer clients.

CS EXECUTIVE QUALIFICATIONS AND SKILLS

Mandatory:

▪ Masters/Bachelor's degree in Marketing, Communication, Business, or any related field.

▪ 3+ years of experience in client servicing, account management, or project management.

▪ Understanding of branding, digital marketing, and advertising processes.

▪ Familiarity with market trends, customer behaviors, and industry innovations in the advertising space.

▪ Exceptional listening and communication skills, both written and verbal, with the ability to present ideas confidently to clients and internal external teams.

▪ Problem-solving attitude with attention to detail

▪ Ability to work collaboratively under pressure and meet deadlines

▪ Ability to work with discipline while demonstrating empathy, strong organizational, coordination and time management skills, and the capacity to manage multiple projects simultaneously with clear understanding and effective communication.

▪ Proficiency in project management tools and MS Office (Word, Excel, PowerPoint).

Supplementary Skills and Qualifications:

▪ Ability to think creatively and strategically, offering innovative solutions to client challenges.

▪ Experience in advertising and marketing agencies.

▪ Passion for marketing, client engagement, and long-term relationship building

▪ Ability to adapt to changing client needs and agency priorities

▪ Ability to confidently present campaign strategies, creative concepts, and digital ideas to clients in a clear and persuasive manner.