/n Associate Director - Client Delivery /n Location: Bangalore, India /n Function: Client Delivery / Operations /n Level: Associate Director /n Scope: 400+ employees /n Role Overview /n We are seeking an experienced Associate Director - Client Delivery to lead a large-scale client portfolio supporting a global leader in B2B professional networking and digital marketing solutions. /n This role has end-to-end accountability for a 400+ member organization delivering services across the customer and advertiser lifecycle, including Acquisition, Onboarding, Account Management, Retention/Renewals, and Advertising Operations. /n The successful candidate will own business outcomes, drive operational excellence, build strong client partnerships, lead large teams, improve commercial performance, and identify opportunities for growth, transformation, and innovation. /n Key Responsibilities /n Client Delivery & Operational Excellence /n /n

- Own delivery performance across SLAs, KPIs, quality, productivity, revenue, and customer outcomes.

/n

- Establish strong governance, forecasting, performance management, and accountability frameworks.

/n

- Identify risks, conduct root-cause analysis, and drive sustainable improvements.

/n

- Standardize and scale best practices across teams and programs.

/n /n Strategic Client Leadership /n /n

- Act as a trusted advisor to client stakeholders and senior leaders.

/n

- Translate client business priorities into operational strategies.

/n

- Lead executive reviews, planning discussions, and escalations.

/n

- Build confidence through proactive communication and predictable execution.

/n /n Commercial & Account Growth /n /n

- Manage the commercial health of the engagement, including revenue, cost, productivity, and profitability.

/n

- Identify and mitigate risks impacting revenue or margins.

/n

- Support strategic planning, renewals, and expansion opportunities.

/n

- Develop business cases for transformation and growth initiatives.

/n /n Sales, Customer Lifecycle & Ad Operations /n /n

- Lead customer-facing and revenue-generating programs across the entire customer lifecycle.

/n

- Drive performance across engagement, retention, adoption, revenue, quality,



and productivity metrics.

/n

- Scale successful sales and operational practices across the portfolio.

/n /n People Leadership /n /n

- Lead and develop a multi-layer leadership organization.

/n

- Build a high-performance culture focused on accountability, collaboration, and customer success.

/n

- Partner with HR, Talent Acquisition, Learning & Development, and Workforce Management on hiring, succession, engagement, and capacity planning.

/n

- Balance employee experience with operational and commercial objectives.

/n /n Transformation & AI /n /n

- Leverage AI, automation, analytics, and digital tools to improve efficiency and customer outcomes.

/n

- Simplify and redesign processes to improve scalability and productivity.

/n

- Partner with technology and transformation teams to implement business-impacting solutions.

/n /n Risk & Compliance /n /n

- Ensure compliance with contractual obligations, security standards, privacy requirements, and company policies.

/n

- Proactively manage operational, talent, commercial, and business continuity risks.

/n /n Leadership Competencies /n /n

- Business Ownership

/n

- Strategic & Commercial Acumen

/n

- Operational Excellence

/n

- Executive Presence

/n

- Analytical Problem Solving

/n

- Performance Orientation

/n

- People Development

/n

- Stakeholder Management

/n

- Change Leadership

/n

- Innovation & Digital Mindset

/n

- Executive Communication

/n /n Candidate Profile /n Required Experience /n /n

- 15+ years of professional experience in outsourced sales, managed services, digital operations, SaaS, customer lifecycle management, or related industries.

/n

- 5+ years in senior operations or client delivery leadership roles.

/n

- Experience managing organizations of 400+ employees.

/n





- Proven ownership of SLA/KPI performance, workforce planning, client governance, operational excellence, and financial outcomes.

/n

- Solid experience working with Director, VP, and executive-level client stakeholders.

/n

- Demonstrated success driving transformation, performance improvement, and organizational change.

/n /n Preferred Domain Experience /n /n

- B2B SaaS or Technology Platforms

/n

- Digital Advertising or Sales Operations

/n

- Revenue Operations

/n

- Customer or Advertiser Lifecycle Management

/n

- Large-scale revenue-generating operations

/n /n Education /n /n

- Bachelor's degree in Business, Engineering, Technology, Commerce, Marketing, or related field.

/n

- MBA preferred.

/n

- Certifications in Lean Six Sigma, Program Management, Analytics, Agile, Digital Advertising, or Operational Excellence are advantageous.

/n /n Success Measures (First 6-12 Months) /n /n

- Consistent achievement of SLA, KPI, revenue, quality, and customer experience goals.

/n

- Stronger forecasting and reduced escalations.

/n

- Improved productivity, quality, and commercial performance.

/n

- Strong executive relationships with client stakeholders.

/n

- Enhanced leadership capability and succession readiness.

/n

- Improved employee engagement and retention.

/n

- Successful implementation of AI, automation, and transformation initiatives.

/n

- Reduced operational and commercial risk.

/n

- Identification and conversion of account growth opportunities.

/n /n The Ideal Leader /n We are seeking a leader who owns the business, not just the operation. This individual must confidently engage senior client executives, lead large-scale teams, solve complex operational challenges, drive commercial performance, and champion innovation. /n The ideal candidate brings a client-first, data-driven, commercially minded, and technology-forward approach, ensuring the partnership becomes stronger, more scalable, predictable, and valuable over time. /n Scale: 400+ FTEs | Multi-Program Operations | Global Stakeholders | Revenue Accountability | Digital Advertising | Transformation & AI | Strategic Account Growth /n

📌 Associate Director - Client Delivery (Bengaluru)
🏢 MarketStar
📍 Bengaluru