Client Services Manager

Position: Client Servicing Executive – Government Business1. Client Relationship ManagementObjective: Maintain strong relationships with government departments, PSUs, and public sector clients.

KPIs

• Maintain regular communication with all assigned clients.
• Conduct minimum 8–10 client meetings every month.
• Ensure client satisfaction score above 90%.
• Resolve client queries within 24 hours.
• Retain 100% of assigned clients.

2. Project Coordination & ExecutionObjective: Ensure timely execution of advertising and communication campaigns.

KPIs

• 100% projects delivered within agreed timelines.
• Coordinate with creative, media, digital, production, printing and vendors.
• Zero missed campaign deadlines due to internal coordination.
• Maintain project tracker for all live assignments.

3. Tender & Government DocumentationObjective: Support business through timely documentation.

KPIs

• Coordinate submission of proposals, estimates and presentations.
• Maintain complete documentation for every project.
• Ensure compliance with Government branding guidelines.
• Zero documentation errors leading to project delays.

4. Revenue AchievementObjective: Generate repeat business from existing government clients.

KPIs

• Achieve annual billing targets assigned by management.
• Increase business from existing clients by 15–20%.
• Identify cross-selling opportunities.
• Generate at least two new opportunities every quarter.

5. Billing & Payment CollectionObjective: Ensure smooth financial closure of projects.

KPIs

• Raise invoices within 3 working days of project completion.
• Follow up for payments.
• Keep outstanding receivables below 60 days.
• Coordinate with finance for reconciliation.

6. Campaign PlanningObjective: Deliver effective communication strategies.

KPIs

• Prepare campaign briefs.
• Coordinate media plans.
• Ensure campaign execution as per approved strategy.
• Submit campaign reports after completion.

7. Vendor CoordinationObjective: Manage production partners efficiently.

KPIs

• Obtain competitive quotations.
• Ensure quality control.
• Ensure timely delivery.
• Maintain approved vendor database.

8. Internal CoordinationObjective: Improve workflow between departments.

KPIs

• Daily coordination with Creative Team.
• Daily coordination with Media Team.
• Daily coordination with Digital Team.
• Conduct weekly status review meetings.

9. ComplianceObjective: Ensure adherence to government norms.

KPIs

• Follow DAVP/CBC and departmental branding guidelines where applicable.
• Maintain confidentiality of client information.
• Ensure compliance with contract terms.
• No compliance-related observations.

10. Reporting & MISObjective: Maintain accurate reporting.

KPIs

• Weekly project status reports.
• Monthly revenue reports.
• Monthly payment follow-up reports.
• Campaign completion reports.
• Client meeting minutes within 24 hours.
• Core ResponsibilitiesManage end-to-end servicing of Government and PSU clients.
• Understand client communication requirements.
• Coordinate campaign execution across departments.
• Prepare estimates and proposals.
• Follow up for approvals.
• Manage production schedules.
• Coordinate media releases.
• Handle billing and collections.
• Build long-term client relationships.
• Identify opportunities for additional business.