Client Delivery Manager

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Act as the main point of contact for client performance, strategic direction, timelines, and operational issues.

• Facilitate client onboarding, which includes coordinating kickoff calls and implementation.

• Organize regular client meetings, performance assessments, and Quarterly Business Reviews (QBRs).

• Oversee client retention initiatives and proactively resolve any concerns or performance challenges.

• Lead and mentor a team comprising channel managers, SEO specialists, designers, developers, and support personnel.

• Conduct consistent team meetings, account evaluations, and performance assessments.

• Supervise workload allocation and assist with capacity planning across various departments.

• Ensure that projects are completed punctually and maintain high-quality standards.

• Oversee the effectiveness of Google Ads, Meta Ads, SEO, web, and creative campaigns.

• Evaluate account performance, pinpoint optimization possibilities, and direct implementation strategies.

• Establish processes for monitoring account health and identifying churn risks.

• Propel performance enhancements across the portfolio through strategic insights and benchmarking.

• Manage client reporting processes, which include dashboards, monthly updates, and quarterly reviews.

• Ensure precise conversion tracking, attribution, and analytics implementation for client accounts.

• Track key performance indicators and relay insights to clients and internal teams.

• Review client deliverables prior to distribution to guarantee quality and consistency.

• Maintain and refine standard operating procedures (SOPs), workflows, and operational documentation.

• Develop repeatable processes and best practices throughout the organization.

• Conduct post-mortem analyses on lost accounts and apply process enhancements.

• Serve as the initial escalation point for client issues, account challenges, and operational hurdles.

• Manage recovery efforts for accounts and implement retention strategies for clients at risk.

• Coordinate cross-functional teams to efficiently and effectively resolve issues.

⛳️ Requirements

• 8+ years of experience in digital marketing, primarily within an agency setting.

• Proven experience managing a portfolio of over 20 retainer clients or generating $1M+ in annual agency revenue.

• In-depth knowledge of Google Ads and Meta Ads, including campaign evaluation and optimization techniques.

• Familiarity with SEO and best practices in digital marketing.

• Demonstrated experience in leading and developing teams, including direct report management.

• Outstanding client-facing communication and relationship management skills.

• Experience with project management tools like ClickUp or similar platforms.

• Proficient in CRM systems and collaboration tools such as Slack.

• Strong analytical, organizational, and problem-solving skills.

• Experience utilizing AI tools like ChatGPT or Claude to enhance operational efficiency.

• Capability to juggle multiple priorities in a fast-paced agency environment.

• Experience in healthcare, therapy, behavioral health, or ABA-related sectors.

• Understanding of HIPAA-compliant marketing contexts.

• Familiarity with landing page builders such as Unbounce, Elementor, Webflow, or GoHighLevel.

• Experience in copywriting and content review.

• Participation in initiatives for agency growth, operational scaling, or strategic planning.

🏝️ Benefits

• Comfortable working U.S. hours

• Remote work from home