The Head of Operations, Delivery & Client Success will be responsible for ensuring excellent client delivery, strong client relationships, high retention, operational efficiency, team productivity and account profitability.
This is a business leadership role, not merely a project-management position. The person will act as the bridge between Sales, Strategy, Creative, Performance, SEO, Technology, Finance and the Client, ensuring that YRSK delivers measurable business outcomes consistently and at scale.
Key Responsibilities
1. Delivery & Execution
- Own end-to-end delivery across SEO, social media, paid media, websites, content, branding and other digital services.
- Ensure on-time delivery across client accounts.
- Establish and enforce delivery SLAs and quality standards.
- Ensure campaign, creative, website and reporting quality.
- Identify delivery risks before they become client escalations.
- Maintain a strong QA process across all teams.
2. Client Management & Retention
- Own the overall health of key client accounts.
- Build strong relationships with senior client stakeholders.
- Conduct/oversee monthly and quarterly business reviews.
- Maintain client health scores and identify Red/Amber accounts.
- Ensure client escalations are resolved quickly and professionally.
- Ensure client expectations, scope and deliverables remain aligned.
3. Team Leadership
- Lead and mentor account managers, project managers and delivery teams.
- Set clear KPIs, responsibilities and accountability.
- Monitor team utilisation and productivity.
- Identify skill gaps and training requirements.
- Build a culture of ownership rather than dependency on individual employees.
- Support recruitment of critical operational talent.
- Implement effective project-management and reporting systems.
- Drive automation and AI adoption wherever it improves productivity.
- Ensure monthly MIS is available for management review.
5. Commercial & Profitability Management
- Monitor account-level profitability.
- Identify accounts with excessive manpower consumption or low margins.
- Control scope creep and ensure additional work is commercially approved.
- Ensure all billable work reaches Finance for timely invoicing.
- Support Finance and Sales in collection follow-ups where operational intervention is required.
- Work toward improving overall delivery margins.
6. Account Growth & Business Development Support
- Identify cross-selling and upselling opportunities within existing accounts.
- Work with Sales to convert these opportunities.
- Support client renewals and expansion.
- Develop case studies and client success stories.
- Encourage qualified client referrals.
- Help convert solid delivery relationships into long-term strategic accounts.
7. Management Reporting
Prepare a monthly Operations Dashboard covering: