Role & responsibilities

Key Result Area 1: Client Delivery Excellence

You will own the execution health of every active client.

Responsibilities include:

- Ensure every client has clearly defined goals, deliverables, deadlines and owners.
- Convert strategy into weekly and monthly execution plans.
- Ensure campaigns, creatives, funnels, websites, reports and other deliverables move according to schedule.
- Identify delivery risks before they become client escalations.
- Maintain visibility across completed, pending, delayed and blocked tasks.
- Conduct internal delivery reviews.
- Ensure client commitments are never forgotten after meetings.
- Establish escalation mechanisms for critical delays.
- Maintain strong quality-control standards before work reaches clients.

Success metrics

- 95%+ deliverables completed within committed timelines.
- Near-zero tasks lost because of communication gaps.
- Client escalations identified proactively.
- Reduced founder involvement in routine execution.
- Clear accountability for every important task.

Key Result Area 2: Client Retention & Experience

You will help protect one of the most valuable assets of the agency:

You will:

- Monitor client satisfaction.
- Understand client concerns before they become cancellation conversations.
- Track performance expectations versus actual delivery.
- Coordinate corrective action across departments.
- Run structured client review mechanisms.
- Ensure MOMs and action points are implemented.
- Identify accounts at risk.
- Work with the growth team to strengthen retention and expansion opportunities.

Success metrics

- Strong month-on-month retention.
- Reduction in avoidable client churn.
- Faster resolution of client complaints.
- Higher client confidence in DigiXgency's execution.

Key Result Area 3: Team Accountability

You will establish an environment where people know:

What they own.
What success looks like.
What their deadline is.
What happens when something gets delayed.

Responsibilities:

- Daily and weekly task visibility.
- KRA/KPI implementation.
- Weekly performance reviews.
- Deadline monitoring.
- DMD/DER discipline.
- Ownership tracking.
- Department coordination.
- Performance improvement plans where necessary.




- Escalation of repeated accountability issues.
- Recognition of strong performers.

Your job is not to constantly chase people.

Your job is to build a system where chasing becomes unnecessary.

Key Result Area 4: Agency Systems & SOPs

One of your biggest responsibilities will be converting founder-dependent operations into documented systems.

You will create or improve SOPs for:

- Client onboarding
- Client communication
- Campaign launch
- Creative production
- Website/funnel execution
- Reporting
- Task management
- Meetings
- Quality assurance
- Escalations
- Client renewal
- Client offboarding
- Internal handovers
- New employee onboarding
- Performance reviews
- Resource allocation

Core expectation

When DigiXgency grows from 10 clients to 30, 50 or 100 clients, operations should become strongernot more chaotic.

Key Result Area 5: Cross-Department Execution

You will connect departments that traditionally operate in silos.

Example:

Strategy Media Buying Creative Landing Page Leads CRM Counselling Revenue

You must understand enough about each area to identify when something is broken.

You do not need to be the best performance marketer or designer.

But you should understand digital marketing well enough to challenge the team intelligently.

Questions you should naturally ask include:

- Why has CPL increased?
- Why has lead quality dropped?
- Why haven't new creatives been tested?
- Why is the landing page conversion weak?
- Why is the client still waiting for this deliverable?
- Why haven't the action items from the last meeting been executed?
- Who owns the next corrective action?

Key Result Area 6: Resource & Capacity Planning

As DigiXgency scales, you will help answer:

Can our current team actually deliver what sales is selling?

Responsibilities:

- Team workload mapping.
- Capacity planning.
- Hiring requirements.




- Freelancer/vendor coordination where required.
- Resource allocation across clients.
- Identification of overloaded or underutilised team members.
- Recruitment support for operational and delivery roles.

Key Result Area 7: Operational Analytics

We expect decisions to come from data rather than assumptions.

You should maintain visibility into metrics such as:

- Active clients
- Client retention
- Revenue under management
- Delivery completion %
- Pending tasks
- Delayed tasks
- Client escalation count
- Team utilisation
- Campaign performance exceptions
- Renewal pipeline
- Client health score
- Department performance

You should eventually be able to show the founders:

The entire operational health of DigiXgency on one dashboard.

Preferred candidate profile

Who We Are Looking For

The ideal candidate has already demonstrated success in agency operations.

Mandatory Requirements

You should have:

- Minimum 3 years of operations experience.
- Strong preference for experience specifically within a digital marketing, performance marketing or creative agency.
- Experience managing multiple clients simultaneously.
- Experience managing cross-functional teams.
- Strong understanding of digital marketing workflows.
- Experience with task/project-management systems.
- Robust client communication skills.
- Proven ability to manage deadlines and escalations.
- Strong documentation and SOP-building capability.
- Experience working directly with founders or senior management.
- Ability to operate in a fast-growing and sometimes high-pressure setting.

We Strongly Prefer Candidates Who Have Already Achieved Something

We are particularly interested in people who can demonstrate measurable achievements such as:

- Managed 1530+ clients simultaneously.
- Led a team of 10+ people.
- Improved client retention.
- Reduced delivery delays.
- Built agency SOPs from scratch.
- Introduced project-management systems.
- Improved turnaround time.
- Reduced client escalations.
- Built operational dashboards.
- Scaled agency operations during rapid growth.
- Helped an agency move from founder-led operations to team-led execution.

During the interview, we will ask for real examples and numbers.

📌 Operations Head (Noida)
🏢 Digivibrant Techsolutions
📍 Noida