Customer Relations Manager - Marketing Agency

About the Role

The ideal candidate will act as the primary point of contact for clients, coordinate cross-functional teams, manage project timelines, oversee quality delivery, and ensure strong client satisfaction. This role requires someone who can independently handle communication, solve problems proactively, and maintain operational clarity in a fast-paced agency environment.

Key Responsibilities

1. Client Relationship Management

• Act as the primary point of contact for assigned client accounts.
• Conduct weekly status calls, monthly review meetings, and regular follow-ups via email/WhatsApp.
• Manage scope discussions, timelines, and client expectations independently.
• Handle client escalations and provide timely resolutions.
• Build long-term client relationships through proactive communication and service delivery.

2. Project & Delivery Management

• Translate client requirements into actionable briefs for SEO, paid media, social media, design, video, and web teams.
• Track project execution from planning to delivery and reporting.
• Conduct quality assurance reviews before deliverables go live.
• Identify delivery risks early and coordinate corrective actions.
• Ensure projects are delivered within timelines and quality standards.

3. Project Tracking & Workflow Management

• Maintain Trello boards as the central project management system.
• Ensure tasks are assigned, updated, prioritized, and tracked effectively.
• Monitor daily progress and escalate blockers proactively.
• Coordinate team standups and workflow updates.

4. Reporting & Communication

• Prepare and share monthly client performance reports.
• Maintain regular internal status updates for leadership.
  
• Ensure all client communication is documented and tracked.
• Manage clean and timely email communication across accounts.

5. Cross-Functional Coordination

• Coordinate with SEO, paid media, social media, design, content, and web development teams.
• Manage freelancers and external vendors when required.
• Ensure seamless collaboration between teams and stakeholders.
• Support smooth execution of campaigns and marketing initiatives.

Tools & Platforms Used

• Trello
• Notion
• Google Workspace
• Slack / WhatsApp / Zoom / Google Meet
• Google Analytics 4
• Google Looker Studio
• Google Ads
• Meta Ads Manager
• WordPress / Shopify
• AI Tools: ChatGPT, Claude, Gemini, Read AI, Notion AI
• Canva / Figma / CapCut (basic understanding)

Required Qualifications & Skills

Educational Qualification

• Bachelors degree in any discipline.
• MBA is preferred but not mandatory.

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Experience

• 4–6 years of experience in:
• Client Servicing
• Account Management
• Project Management
• Agency Coordination
• Prior exposure to digital marketing or advertising agencies is preferred.

Required Skills

• Strong client communication and stakeholder management
• Project coordination and delivery management
• Team collaboration and multitasking abilities
• Excellent written and verbal English communication
• Strong organizational and problem-solving skills
• Experience with project management tools like Trello, Asana, Jira, or ClickUp
• Ability to interpret reports, dashboards, and campaign metrics
• Comfortable working with AI productivity tools

Preferred Skills

• Knowledge of SEO, Google Ads, Meta Ads, and social media marketing
• Experience handling international clients
• Understanding of content production and campaign workflows
• Familiarity with CRM tools like HubSpot or Zoho
• Basic copywriting and presentation skills
• Hindi communication skills preferred