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 Tantra Edu 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, Ed Tech, Healthcare, Knowledge Institutions, and Tech sectors using account-based marketing, Linked In 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 B2 B 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 B2 B 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.