Head of Client Experience & Growth Strategy

Role Overview : The Head of Client Experience & Growth Strategy will lead client relationships, account profitability, and business development at TantraEdu in Pune. This role transforms account management into a commercially accountable discipline, owning account health, retention, gross margins, and building a predictable outbound new-business engine to expand and diversify revenue.

Key Responsibilities

• Strategic Client Experience & Account Retention : Establish an outcome-led account management framework, develop annual/quarterly growth plans for key accounts, and build strong senior-level client relationships while enforcing standardized engagement models and handling major escalations.
• Commercial Management & Account Profitability : Own account-level P&Ls in partnership with Finance and delivery heads, tracking revenue, burn rates, delivery costs, resource utilization, and gross margins while enforcing scope governance to prevent unbilled work.
• Business Development Engine : Build and execute an outbound new-business strategy targeting Higher Education, EdTech, Healthcare, Knowledge Institutions, and Tech sectors using account-based marketing, LinkedIn prospecting, and structured lead qualification.
• Pipeline & Revenue Forecasting : Oversee the new-business sales pipeline within CRM systems, tracking pipeline value, win rates, and stage movements to provide accurate monthly and quarterly revenue forecasts to executive leadership.
• Productized Service Offerings : Collaborate with functional heads (Creative, Digital, PR, Research) to package capabilities into scalable, repeatable, high-margin service offerings complete with standardized scope, pricing, and pitch collateral.
• Pitch Leadership & Proposals : Lead strategic pitches end-to-end, translating prospective client requirements into outcome-driven proposals, pricing models (retainers, value-based, performance-linked), and commercially sound contracts.
• Case Studies & Partnership Ecosystem : Build a central library of proof points, metrics-driven case studies, and strategic referral partnerships with complementary agencies, tech platforms, and industry influencers.
• Team Leadership & Capability Building : Coach and scale the Account Management and Business Development teams in commercial strategy, upsell identification, and strategic client communication to build a strong second line of leadership.

Key Result Areas (KRAs)

• Client Retention & Expansion Growth : Achieve targets across Net Revenue Retention (NRR), renewal conversion rates, cross-sell/upsell expansion, and client health metrics.
• Account Gross Margin & Commercial Control : Protect account profitability through accurate burn-rate tracking, margin enforcement, and the reduction of unbilled out-of-scope work.
• New-Business Revenue & Pipeline Health : Deliver on target acquisition metrics, qualified lead volume, proposal-to-win conversion rates, and predictable pipeline growth.
• Revenue Forecasting Accuracy : Maintain continuous visibility into conversion rates, sales cycle efficiency, and accurate monthly/quarterly revenue projections.
• Productized Offering Adoption : Successfully launch and drive revenue contribution from standardized, packaged agency services across target sectors.

Required Skills (Expert or Advanced Level)

• Strategic Account Management & Enterprise Client Servicing
• Account P&L, Commercial Pricing Models & Margin Optimization
• B2B Outbound Business Development & Pipeline Strategy
• Productization of Agency Services & Pitch Proposal Architecture
• CRM Architecture, Revenue Forecasting & Sales Operations
• Contract Negotiation, Scope Governance & Stakeholder Management

Educational Qualification : Master’s Degree (MBA / PGDM) in Marketing, Business Administration, or a related commercial discipline from a recognized institution.

Work Experience

• Overall Experience : 15+ years of core experience in client servicing, strategic account management, business development, or commercial leadership.
• Relevant Work Experience Aspects
• Minimum 5 years in a senior account, growth, or commercial leadership role within a digital marketing agency, consultancy, or B2B professional services firm.
• Proven track record of managing account P&Ls, enforcing scope control, protecting gross margins, and transitioning clients to structured retainer/value models.
• Demonstrated success building outbound business development engines, managing CRM pipelines, and delivering accurate quarterly revenue forecasts.
• Deep expertise in leading multi-stakeholder pitches, packaging service offerings, and negotiating complex commercial contracts with senior decision-makers.
• Proven ability to mentor account teams into commercial growth drivers and build strategic ecosystem/referral partnerships.