Associate Director - Client Delivery

Associate Director - Client Delivery

Location: Bangalore, India

Function: Client Delivery / Operations

Level: Associate Director

Scope: 400+ employees

Role Overview

We are seeking an experienced Associate Director - Client Delivery to lead a large-scale client portfolio supporting a global leader in B2B professional networking and digital marketing solutions.

This role has end-to-end accountability for a 400+ member organization delivering services across the customer and advertiser lifecycle, including Acquisition, Onboarding, Account Management, Retention/Renewals, and Advertising Operations.

The successful candidate will own business outcomes, drive operational excellence, build strong client partnerships, lead large teams, improve commercial performance, and identify opportunities for growth, transformation, and innovation.

Key Responsibilities

Client Delivery & Operational Excellence

• Own delivery performance across SLAs, KPIs, quality, productivity, revenue, and customer outcomes.
• Establish strong governance, forecasting, performance management, and accountability frameworks.
• Identify risks, conduct root-cause analysis, and drive sustainable improvements.
• Standardize and scale best practices across teams and programs.

Strategic Client Leadership

• Act as a trusted advisor to client stakeholders and senior leaders.
• Translate client business priorities into operational strategies.
• Lead executive reviews, planning discussions, and escalations.
• Build confidence through proactive communication and predictable execution.

Commercial & Account Growth

• Manage the commercial health of the engagement, including revenue, cost, productivity, and profitability.
• Identify and mitigate risks impacting revenue or margins.
• Support strategic planning, renewals, and expansion opportunities.
• Develop business cases for transformation and growth initiatives.

Sales, Customer Lifecycle & Ad Operations

• Lead customer-facing and revenue-generating programs across the entire customer lifecycle.
• Drive performance across engagement, retention, adoption, revenue, quality, and productivity metrics.
• Scale successful sales and operational practices across the portfolio.

People Leadership

• Lead and develop a multi-layer leadership organization.
• Build a high-performance culture focused on accountability, collaboration, and customer success.
• Partner with HR, Talent Acquisition, Learning & Development, and Workforce Management on hiring, succession, engagement, and capacity planning.
• Balance employee experience with operational and commercial objectives.

Transformation & AI

• Leverage AI, automation, analytics, and digital tools to improve efficiency and customer outcomes.
• Simplify and redesign processes to improve scalability and productivity.
• Partner with technology and transformation teams to implement business-impacting solutions.

Risk & Compliance

• Ensure compliance with contractual obligations, security standards, privacy requirements, and company policies.
• Proactively manage operational, talent, commercial, and business continuity risks.

Leadership Competencies

• Business Ownership
• Strategic & Commercial Acumen
• Operational Excellence
• Executive Presence
• Analytical Problem Solving
• Performance Orientation
• People Development
• Stakeholder Management
• Change Leadership
• Innovation & Digital Mindset
• Executive Communication

Candidate Profile

Required Experience

• 15+ years of professional experience in outsourced sales, managed services, digital operations, SaaS, customer lifecycle management, or related industries.
• 5+ years in senior operations or client delivery leadership roles.
• Experience managing organizations of 400+ employees.
• Proven ownership of SLA/KPI performance, workforce planning, client governance, operational excellence, and financial outcomes.
• Strong experience working with Director, VP, and executive-level client stakeholders.
• Demonstrated success driving transformation, performance improvement, and organizational change.

Preferred Domain Experience

• B2B SaaS or Technology Platforms
• Digital Advertising or Sales Operations
• Revenue Operations
• Customer or Advertiser Lifecycle Management
• Large-scale revenue-generating operations

Education

• Bachelor's degree in Business, Engineering, Technology, Commerce, Marketing, or related field.
• MBA preferred.
• Certifications in Lean Six Sigma, Program Management, Analytics, Agile, Digital Advertising, or Operational Excellence are advantageous.

Success Measures (First 6-12 Months)

• Consistent achievement of SLA, KPI, revenue, quality, and customer experience goals.
• Stronger forecasting and reduced escalations.
• Improved productivity, quality, and commercial performance.
• Strong executive relationships with client stakeholders.
• Enhanced leadership capability and succession readiness.
• Improved employee engagement and retention.
• Successful implementation of AI, automation, and transformation initiatives.
• Reduced operational and commercial risk.
• Identification and conversion of account growth opportunities.

The Ideal Leader

We are seeking a leader who owns the business, not just the operation. This individual must confidently engage senior client executives, lead large-scale teams, solve complex operational challenges, drive commercial performance, and champion innovation.

The ideal candidate brings a client-first, data-driven, commercially minded, and technology-forward approach, ensuring the partnership becomes stronger, more scalable, predictable, and valuable over time.

Scale: 400+ FTEs | Multi-Program Operations | Global Stakeholders | Revenue Accountability | Digital Advertising | Transformation & AI | Strategic Account Growth