Head of Operations & Client Management at Tezza Business Solutions Ltd

About the Role:  

The Head of Operations & Client Management will play a critical leadership role at Market Edge Advisory. You’ll oversee the daily operational processes that support our consulting engagements while driving exceptional client experiences. Working closely with our executive team and service line leaders, you’ll streamline internal workflows, optimize resource allocation, and ensure that our client engagements are executed with the highest levels of quality, efficiency, and impact.

Key Responsibilities

Operations Management

• Strategic Planning & Execution: Develop and implement operational strategies to support MarketEdge Advisory’s short-term and long-term goals, ensuring scalability and profitability.
• Process Development & Optimization: Identify areas for process improvement across the organization, create SOPs (Standard Operating Procedures), and implement best practices that boost efficiency and reduce operational costs.
• Financial Management: Oversee budgeting and forecasting, monitor project budgets, and manage vendor relationships to ensure cost-effectiveness without compromising quality.
• Cross-Functional Collaboration: Coordinate with service line leaders (Fractional CMO, Fractional Marketing Teams, Go-To-Market) to ensure alignment of resources, timelines, and project scopes.

Client Management

• Client Engagement Strategy: Lead the development of client engagement strategies to foster long-term partnerships, improve satisfaction, and drive account growth.
• Relationship Building: Serve as the primary escalation point for key clients, ensuring prompt resolution of issues and proactive communication regarding progress, risks, and opportunities.
• Quality Assurance & Performance Tracking: Implement systems to regularly measure client satisfaction, track project deliverables, and ensure quality standards are met or exceeded.
• Upselling & Cross-Selling: Collaborate with marketing and business development teams to identify additional services that can add value for existing clients, driving revenue and account expansion.

Team Leadership & Development

• Leadership & Mentorship: Manage and mentor client-facing account managers and project managers, setting clear performance objectives and fostering a culture of collaboration and professional growth.
• Talent Acquisition & Retention: Work with HR or recruitment partners to source, onboard, and retain top talent. Align team members’ skill sets with organizational needs and cultivate a high-performance environment.
• Training & Best Practices: Encourage continuous learning by providing ongoing training, workshops, and access to industry trends and technologies that can improve client management efficacy.

Operational Analytics & Reporting

• KPI Development & Tracking: Define key performance indicators (KPIs) for operations and client management, analyze performance data, and produce regular reports for the executive team.
• Data-Driven Decision Making: Use insights from analytics to guide resource allocation, process improvements, and strategic initiatives that enhance client outcomes and operational efficiency.
• Technology Enablement: Champion the adoption of project management tools, CRM systems, and collaboration platforms that improve visibility and streamline workflows.

Qualifications & Requirements

• Education: Bachelor’s degree in business administration, Marketing, or related field (MBA or master’s degree preferred).
• 7+ years of leadership experience in operations and/or client management, preferably in a consulting, marketing, or agency environment.
• Proven ability to manage complex projects and lead cross-functional teams in a fast-paced setting.
• Demonstrated success in building and maintaining strong client relationships with measurable retention and growth outcomes.
• Technical Proficiency: Familiarity with project management tools (e.g., Asana, Monday.com), CRM platforms (e.g., HubSpot, Salesforce), and analytics tools (e.g., Google Analytics).
• Leadership Skills: Skilled at inspiring trust, aligning teams around common objectives, and driving accountability.
• Strategic Mindset: Adept at identifying opportunities, mitigating risks, and managing resources effectively to achieve overarching business goals.
• Communication: Excellent verbal and written communication skills, with the ability to present complex concepts in a clear, concise, and compelling manner.
• Client-Focused: Passionate about understanding client challenges and delivering high-impact solutions that exceed expectations.