Client Service Manager

Role Summary

Owns end-to-end delivery for a portfolio of institutional clients, acting as the strategic bridge between client stakeholders and internal specialist teams. Carries primary accountability for performance marketing outcomes through peak admission cycles, supplemented by organic growth via SEO/SMO/Digital PR, and mentors 12 Assistant Managers/Executives.

A. Client & Account Management

• Own the full client lifecycle — from pre-sales support and onboarding through campaign delivery, quarterly business reviews (QBRs) and renewal discussions.
• Build strong relationships with client-side stakeholders (marketing/admissions heads), developing a thorough understanding of their programs, brand and enrolment goals.
• Translate client objectives into internal delivery briefs, and jointly set KPIs and delivery schedules with the sales team at the pre-sales stage.
• Proactively identify upsell/cross-sell opportunities (additional retainer services, new verticals) and route them to sales.
• Drive renewal conversations on the strength of performance delivered and value demonstrated.

B. Performance Marketing

• Own the digital media plan for assigned clients — budget planning and allocation across Google, Meta, LinkedIn, Quora and other paid channels, aligned to the admission season calendar.
• Be the go-to person for optimising CTR, CPC, lead quality and landing-page conversion rate; work closely with the performance team on campaign structuring, targeting and bid strategy.
• Own daily leads delivery and cost-per-lead tracking against targets; drive data-scrubbing and CRM-disposition feedback loops with the client.
• Handle technical client queries on campaign performance, and confidently explain and defend strategy and spend.

C. SEO, SMO & Organic Growth

• Own the organic growth roadmap for clients — SEO (technical, on-page, off-page), SMO content calendars, Digital PR and influencer marketing — so clients see measurable organic traffic, leads and enrolments from their investment.
• Review and approve monthly SEO/SMO/social calendars prepared by internal teams before they go to the client, adding inputs based on the client's programs and offerings.
• Track and present organic growth metrics (rankings, organic traffic, organic leads/enrolments) alongside paid performance.

D. Creative & Content Coordination

• Translate client briefs into creative direction for the design team — landing pages, display banners, social ad creatives, microsites, emailers.
• Create mock-ups and presentations to align client and internal creative teams on requirements.
• Take a proactive role in creative briefs and ad operations, proposing innovative formats and approaches.

E. Reporting & Client Communication

• Own monthly/quarterly performance reporting and insights for assigned clients.
• Maintain revenue and delivery trackers for the department head; ensure delivery tracks to projections.
• Support the invoicing process, coordinating between sales and finance to resolve discrepancies.

F. Team & Stakeholder Management

• Guide and review the work of 1–2 Assistant Managers/Client Servicing Executives on the portfolio.
• Coordinate cross-functionally with Performance Marketing, SEO, SMO, Creative/Design and Tech teams, resolving escalations as they arise.
• Represent the delivery function in internal reviews with sales and leadership.