Senior Client Servicing Manager

About Adfactors PR

India's largest and most awarded Reputation and Critical Issues Advisory consultancy, working with 300+ leading corporations and financial institutions. We are evolving from a traditional PR firm into an integrated communications consultancy with digital at its core.

The Role

You will lead client servicing for online reputation and digital advisory, balancing three priorities: Design new reputation solutions, Scale proven ones for bigger business impact, and Fix gaps to stabilize the team. You will coach a junior-heavy team and bring clarity, predictability and accountability to fast-changing, public-domain situations.

Key Responsibilities

• Client ownership: Be the day-to-day lead for clients and turn their goals into clear plans.
• Portfolio management: Track all work on a simple Design / Scale / Fix board and re-prioritize weekly.
• Ready briefs: Convert vague requirements into tasks with an owner, deadline and success metric.
• Campaign delivery: Execute ORM, social listening, content, SEO/SEM and influencer campaigns across paid, owned and earned channels.
• Faster approvals: Set clear SLAs (e.g., 2 business days), share crisp pre-reads and track decisions.
• Quality control: Use checklists, reviews and runbooks, and run quick post-mortems after issues.
• Team coaching: Pair juniors with seniors and give regular feedback.
• Reporting and growth: Share dashboards with actionable insights, track KPIs, and spot upsell and cross-sell opportunities that combine PR, digital and brand storytelling.

Ways of Working

Daily stand-ups per shift and one handover document

Weekly portfolio review (start / stop / continue)

Decisive leadership during urgent issues; data-led and collaborative otherwise

Success in 6 Months

• ~40% fewer errors and rollbacks; ~30% faster issue recovery
• ~20% shorter cycle times; 85% on-time delivery
• 90% of approvals within SLA
• 12 pilots a month, with winners scaled and weak ideas dropped quickly

Visible skill growth in juniors, with seniors freed up for big-ticket work

What You Bring

• 8-10 years in client servicing, digital advisory or ORM, managing large accounts.
• Hands-on experience with social, content, SEO/SEM, influencers, and ORM and measurement tools.
• Proven ability to juggle new ideas, delivery and fixes without burning out the team.
• Strong planning, prioritization and stakeholder management.
• Clear communication and composure under pressure.
• A people leader who sets fair, firm expectations.

Note: Only candidates whose profiles align with the requirements of the role will be contacted for further discussion.