Agency Operations & Client Success Lead

Leadership - Management - Ops - Client Success

Iconic Edge - Gurugram - Onsite

About Iconic Edge

Iconic Edge is a Personal Brand Architecture Firm working with founders, CEOs and entrepreneurs across India and Dubai. We help build the person behind the business, turning invisible operators into recognised industry authorities.

We are looking for an experienced and highly organised Agency Operations & Client Success Lead to take ownership of our day-to-day agency operations, team coordination and client success.

This role is ideal for someone who understands how a fast-paced creative or digital marketing agency operates and can ensure that both clients and internal teams stay aligned, productive and on track.

Key Responsibilities

• Manage and oversee day-to-day operations across a team of 10–12 members, including video editors, graphic designers and digital marketing executives.
• Own and manage client relationships after onboarding, ensuring high levels of client satisfaction, retention and smooth delivery.
• Coordinate project timelines, deliverables, priorities and shoot schedules across teams.
• Ensure that all projects and client deliverables are completed on time and according to agreed expectations.
• Act as the primary bridge between the Founder's vision and the team's daily execution.
• Monitor team output, project progress and client health.
• Identify operational bottlenecks and resolve issues proactively before they impact delivery.
• Coordinate multiple accounts and projects simultaneously while maintaining attention to detail.
• Build, manage and improve internal workflows and agency operating systems.
• Work extensively with tools such as ClickUp, Notion, Google Workspace, Slack and Asana.
• Ensure effective communication and coordination between creative, marketing and client-facing teams.
• Provide regular updates to the Founder regarding team performance, client satisfaction, operational gaps and project progress.
• Drive accountability and execution without unnecessary micromanagement.
• Candidate Requirements
• 3–5+ years of experience working in a Digital Marketing Agency, Creative Agency or similar fast-paced agency environment.
• Prior agency experience is mandatory.
• Proven experience managing and coordinating a team of 10+ people.
• Experience working with creative and marketing teams, including designers, video editors and digital marketing professionals.
• Strong understanding of project management, workflow coordination and client servicing.
• Hands-on experience with ClickUp, Notion, Google Workspace, Slack and Asana.
• Excellent communication, coordination and stakeholder management skills.
• Strong client-handling abilities with the confidence to manage concerns and expectations professionally.
• Highly organised with the ability to manage multiple projects, clients and priorities.
• Strong problem-solving skills and a proactive, action-oriented mindset.
• High emotional intelligence and the ability to work effectively with different personalities and teams.
• Ability to take ownership, make decisions and solve problems independently.
• Preferred Candidate Profile

We are looking for someone who:

• Has been the person responsible for keeping teams, clients and projects aligned.
• Enjoys creating structure and making operations run smoothly.
• Can manage both people and processes effectively.
• Is comfortable working directly with the Founder.
• Can identify problems early and take action instead of waiting for instructions.
• Leads through coordination, ownership and execution rather than hierarchy.
• Wants genuine responsibility and the opportunity to grow with a fast-scaling agency.

Tools You Will Use

• ClickUp
• Notion
• Google Workspace
• Slack
• Asana
• Zoom / Google Meet
• CRM

What We Offer

• Direct reporting and exposure to the Founder.
• Real ownership of agency operations and client success.
• Opportunity to work with a growing personal branding agency.
• A fast-paced environment with significant learning and growth opportunities.
• Competitive compensation based on experience and capabilities.
• Performance-based growth opportunities.

About the Role

This is a critical leadership and execution role within the organisation. The successful candidate will be responsible for ensuring that our internal team operates efficiently while our clients receive a high-quality and consistent experience

If you have strong agency experience, can manage teams and clients effectively, and can bring structure to a fast-moving environment, we would love to hear from you.