Client Servicing Lead
Gurugram
Famous – PostOrder /
Full Time /
On-site
One Impression is one of the World’s largest influencer marketing platforms helping over 300+ global brands ranging from enterprises such as Unilever, Nestle, Amazon to startups such as Meesho, Nykaa, CoinSwitch. We are active in over 12 countries including India, US, Australia, the Middle East, etc, and have a network of over 6.5 Mil + influencers across Instagram & YouTube. Our creator network is one of the largest ranging from top celebrities to nano creators in over 10+ languages.
We are quickly capturing wallet shares of giants such as Facebook & Google as influencers continue to become a mainstream channel for brands to drive growth and engagement amongst their target audiences. The ultimate vision is to capture 25% of the global media ad spend by becoming the world’s de-facto influencer platform.
We are already the market leader in the Asian market and are now aiming to grow 10x by consolidating the entire market spend towards our newly launched platform for advertisers. In parallel, we aim to establish a strong presence in other global markets such as the US, Indonesia, etc. We are also backed by some of the top investors in the country including Founders of Vedantu, LivSpace, People Group, MamaEarth, Wow Skin Sciences, OML, etc as well as celebrities such as KL Rahul, Zakir Khan, Masoom Minawala, to name a few.
We strongly believe in our people and they are the key pillars to driving our success. It is our people who drive our incredible growth. If you are excited about solving complex world problems, we are looking for you!
Role Summary:
You will own client outcomes and lead the operations engine that delivers creator campaigns end-to-end. This is a builder-operator role: set the servicing model, scale processes, coach a multidisciplinary team (campaign managers, influencer specialists, QA/analytics), and ensure every program ships on-time, on-budget, and on-brand—while driving renewals and expansion.
Responsibilities
- Client Leadership
- Act as executive sponsor for priority accounts; run QBRs/MBRs, align on KPIs and success plans.
- Translate business goals into campaign strategies, testing plans, and content roadmaps.
- Escalation owner for timelines, scope, and quality; unblock with speed and rigor.
- Campaign & Operations
- Oversee the full lifecycle: brief intake, creator discovery/shortlisting, real-time pricing/negotiation, contracting, content approvals, publishing, reporting, and payments.
- Standardize SLAs and SOPs across industries (FMCG, beauty, e-com, D2C, etc.).
- Partner with Supply to ensure creator quality, availability, and performance benchmarks.
- Drive platform adoption (briefs, chat, approvals, dashboards) to reduce manual ops.
- Team & Process Excellence
- Hire, mentor, and performance-manage a high-bar team; build a strong bench of leads.
- Establish a “control tower” for campaign health: capacity planning, risk flags, TAT tracking, and on-call escalation.
- Implement QA for brand safety, compliance, and content quality.
- Continuously improve with data: root-cause analysis, playbooks, and A/B tests.
- Commercials & Growth
- Own retention, renewal, and expansion motions in partnership with Sales/CS.
- Track gross margin per campaign; optimize creator pricing, rights, and scope.
Success Metrics (Outcomes/KPIs)
- Client NPS/CSAT
- Renewal/Retention: Targets by segment met or exceeded
- On-Time Delivery:
- Cycle Time: Brief-to-go-live reduced quarter-over-quarter
- Platform Adoption: % briefs, chats, approvals, and reports completed on the platform
- Operational Efficiency: lower manual ops hours per campaign
What You’ll Bring
- 7–12 years in client servicing/operations within influencer marketing, digital/creative, or performance content; proven experience leading multi-client programs at scale.
- Demonstrated P&L or margin ownership with strong commercial acumen.
- Excellence in stakeholder management with enterprise brands; calm under pressure.
- Process design and SOP building; comfort with data and dashboards to drive decisions.
- People leader: hiring, coaching, and performance management across pods/squads.
- Fluency with modern GTM/ops tools (e.g., CRM like HubSpot, ticketing like Freshdesk, project tools like Asana, BI dashboards, Google Workspace).
- Strong written/verbal communication and a builder mindset.
Nice to Have
- Experience running creator operations across Instagram/YouTube, usage rights, whitelisting, and paid amplification.
- Knowledge of pricing models, exclusivity, brand safety, and legal/compliance.
- Exposure to SaaS/marketplaces and driving product adoption with customers.
