Customer Relationship Executive

Key Responsibilities

1. Client Relationship Management

• Act as the primary point of contact for assigned clients.
• Understand client requirements, expectations, feedback, and priorities.
• Maintain regular and professional communication with clients.
• Handle client queries, concerns, requests, and escalations.
• Build strong and long-term client relationships.

2. Internal Team Coordination

• Coordinate with Content Writers, Graphic Designers, Video Editors, Performance Marketers, SEO Teams, and Developers.
• Communicate client requirements clearly to the respective teams.
• Allocate and coordinate work based on priorities and deadlines.
• Follow up with team members to ensure timely completion of tasks.
• Identify bottlenecks and coordinate with the relevant team for resolution.

3. Content Calendar Management

• Coordinate with content writers for monthly social media calendars.
• Collect required inputs, offers, campaigns, events, and client requirements.
• Coordinate calendar revisions and obtain client approvals.
• Ensure approved content is moved to the creative team for execution.
• Track calendar deliverables and ensure timely completion.

4. Work & Deliverable Tracking

• Maintain trackers for client projects and deliverables.
• Monitor the status of posters, reels, videos, campaigns, websites, reports, and other activities.
• Follow up on pending tasks, feedback, and approvals.
• Ensure deliverables are completed within agreed timelines.
• Maintain proper records of completed and pending work.

5. Client Feedback & Approvals

• Collect and communicate client feedback accurately to internal teams.
• Coordinate revisions and ensure feedback is properly implemented.
• Follow up with clients for timely approvals.
• Maintain records of approved content, creatives, and other deliverables.
• Minimise delays caused by pending feedback or communication gaps.

6. Management Reporting

• Provide regular updates to management on client account status.
• Report completed, ongoing, pending, and delayed activities.
• Highlight client concerns, important requirements, and potential execution issues.
• Maintain visibility of deadlines, pending approvals, and account-level activities.

7. Digital Marketing Coordination

• Coordinate with the performance marketing team for campaign requirements and updates.
• Assist in collecting campaign-related information and creative requirements from clients.
• Coordinate the delivery of ad creatives and marketing assets.
• Assist in communicating campaign reports and performance updates to clients.
• Have a basic understanding of social media, Meta Ads, Google Ads, SEO, and content marketing.

8. Client Onboarding & Account Management

• Coordinate the onboarding of new clients.
• Collect brand information, assets, access, guidelines, references, and other required inputs.
• Understand the client's business, products/services, audience, and marketing objectives.
• Ensure the internal team is properly briefed before execution begins.
• Identify opportunities to improve client satisfaction and account growth.

Required Skills

• Excellent verbal and written communication skills.
• Strong client-handling and relationship-management abilities.
• Excellent coordination and follow-up skills.
• Strong organisational and time-management skills.
• Ability to manage multiple clients and deadlines simultaneously.
• Problem-solving and decision-making ability.
• Attention to detail and ownership of assigned accounts.
• Ability to work effectively with cross-functional teams.
• Professional and proactive approach.

Tools & Knowledge

Basic knowledge of:

• Google Sheets / Excel
• Google Workspace
• Social Media Platforms
• Meta Business Suite
• Canva
• Project / Task Management Tools

Knowledge of digital marketing agency workflows will be an added advantage.

Preferred Candidate

• 12 years of experience in Client Servicing, Account Management, Customer Relationship Management, Digital Marketing, Advertising, or Project Coordination.
• Candidates with experience in a digital marketing, creative, branding, or advertising agency will be preferred.
• Bachelor's degree in Marketing, Business Administration, Communications, Management, or a relevant field.

Key Expectations

The CRM will be responsible for ensuring that clients are communicated with properly, internal teams are coordinated effectively, deliverables are tracked, approvals are obtained on time, and management always has clear visibility of ongoing work.

If you are organised, proactive, good with people, and enjoy making sure things get done, we'd like to hear from you.