Director of Operations – Social Media – 3-5yrs – Bangalore – 10L CTC

Job Category: digital marketing
Job Type: Full Time
Job Location: Bangalore
Salary: 10 LPA
Years of Experience: 3-5 Years

POSITION PURPOSE AND SUMMARY
Based at our office in Bangalore, India and reporting to the Managing Director, the Director of
Operations/Client Services will contribute to the organizational success by overseeing and ensuring the
highest level of service delivery and nurturing relationships with clients. The position requires a positive
attitude, passion for relationships, customer service & digital marketing, a sense of urgency and attention
to detail.
OBJECTIVES OF THE ROLE
● Improve Customer delight and retention
● Enhance Flywheel effect and create brand evangelists
● Maximize efficiency of resources through optimized processes and tactics
● Create productive, in-flow state in the operations team
MAJOR / KEY JOB DUTIES
● Understand the needs of clients and devise the right strategy to meet the need
● Maintain positive, long term and productive relationships with clients
● Develop and maintain documentation such as SLA’s, SOW’s and more
● Conduct surveys, obtain client feedback and manage service improvements
● Ensure that all client deliverables are executed within contractual timelines and obligations
● Oversee workload and load balancing within teams
● Collaborate with the marketing & BD team on Buyer Personas, Ideal Client Profile, Strategy and
maintain feedback loop
● Observe and identify new opportunities – including new services, growth areas, trends and new
ways of growing existing business
● Maintain consistency and quality in all client communications
● Work closely with the senior management to develop the business, operations and Customer
service strategy
● Think strategically – see the bigger picture and set aims in order to develop and grow the busines
● Train and develop members of your team
● Keep abreast of trends in sales, Digital marketing and it’s sub-disciplines to stay on cutting edge
● Uphold high standards of service and delivery across projects
● Supervise delivery teams to achieve client satisfaction and goals
● Develop and deliver presentations to clients, stakeholders and upper management as needed
OTHER DUTIES
● Other duties as assigned
KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES
● Clean background, customer service orientation, and professional demeanor.
● Strong organizational and time-management skills, high sense of urgency, and an attention to
detail.
● Have a good understanding of the businesses’ products or services, strategies and tactics
● Excellent oral and written communication skills with a high level of professional confidence in
English.
● Knowledge in project management, creating and maintaining SLA’s, SOW’s & more
● Competencies in fact finding, planning, problem solving and innovative thinking.
● Ability to handle multiple moving parts of various projects in a fast-paced environment.
● Ability to develop, build and maintain relationships with existing and potential clients and partners.
● An appreciation and excitement for our culture of Givers Gain® and Helping Businesses Grow.
● 3-5 years of Agency & account management experience
● Professional certifications in Digital Marketing & agency disciplines is strongly preferred
● Proficiency in reporting & presentations with strong knowledge of Powerpoint & Excel
● Strong understanding of marketing strategy and how to utilize these concepts in a digital context
● Ability to manage and supervise a diverse group of employees and simultaneously work toward
many company initiatives
● Envision creatieve customer experiences through differentiated storytelling, by interpreting the
brief given by different stakeholders
● Relevant experience in running successful paid media campaigns and targeting and messaging
strategy
ENVIRONMENTAL JOB REQUIREMENTS
● Working with a variety of Time zones from the US to New Zealand
● In-Office position in Bangalore, India
● Stable infrastructure at home in terms of Internet, Electricity for work-from home days

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