Job Title:Asst. Vice President/Vice President of Operations
Reports To: Founders
Location: Mumbai
Executive Summary:
Black Cab Agency Network is a digital marketing and communications agency representing premier brands across high-end lifestyle, hospitality, and luxury retail sectors. We are seeking an accomplished, highly strategic Asst. Vice President/Vice President of Operations to drive operational excellence, optimize service delivery, and lead cross-functional agency teams.
Serving as the key operational partner to the Founders, the Asst. Vice President/VP of Operations will exercise full oversight across agency workflows, talent management, strategic resource allocation, client retention & acquisition, and financial performance. This position requires an authoritative leader who combines sharp commercial acumen with the executive presence necessary to navigate the high-touch nuances of the Digital marketing world.
Key Responsibilities
- Architect, standardize, and continually refine agency-wide Standard Operating Procedures (SOPs) to guarantee flawless project execution across Strategy, Creative (Design & Copywriting), and Client Servicing.
- Direct end-to-end agency resource allocation from a commercial standpoint, balancing operational efficiency with account profitability, utilization metrics, and gross margins.
- Analyze operational and commercial insights to drive bottom-line profitability, revenue growth, and sound financial modeling across all client accounts and operational units.
- Function as a key commercial leader in client negotiations, stepping in to crack high-value deals, secure long-term annual contract renewals, and lead strategic upselling and cross-selling initiatives across existing accounts.
- Establish rigorous client retention frameworks to safeguard recurring agency revenue and maintain long-standing relationships with senior brand stakeholders.
- Introduce, adapt, and scale global best practices across agency processes, service frameworks, and operational tech stacks to maintain a competitive market edge.
- Drive continuous talent development by establishing upskilling programs across strategy, creative, and servicing teams, enhancing overall team capabilities and service output.
- Drive performance, cohesion, and accountability across multi-disciplinary teams, including Strategy & Creative, Business Development, HR, and Finance.
- Serve as the senior internal authority on organizational dynamics, employee grievances, and talent retention strategies, fostering a high-performance corporate culture.
- Coach department leads and mid-level managers to build succession pipelines and elevate leadership capabilities across the firm.
- Function as the ultimate point of escalation for critical client accounts, applying diplomatic negotiation and executive problem-solving to protect agency-client relationships.
- Collaborate with the Business Development team on key enterprise pitches, advising on operational feasibility, scope of work definitions, and staffing models.
Qualifications:
- 8+ years of progressive leadership within a digital marketing, creative, or communications agency, including 4+ years in a senior operational position (e.g., Asst. Vice President/VP of Operations, Chief Operating Officer, or General Manager).
- Proven commercial acumen with a strong track record in account profitability management, driving client retention, securing annual renewals, and executing upselling strategies.
- Demonstrated ability to implement global industry best practices, operational frameworks, and structured upskilling programs within creative or agency environments.
- Deep operational fluency across every facet of an agency lifecycle—from business development and client onboarding to creative execution, media strategy, human resources, and financial governance.
- Prior experience interfacing with high-net-worth brands, luxury conglomerates, or premium lifestyle clients, with an intuitive grasp of their distinct service expectations and visual standards.
- Superior verbal, written, and interpersonal communication skills, characterized by high emotional intelligence and the stature to engage effectively with C-suite stakeholders.
- Proficiency in enterprise agency management platforms, resource forecasting software, and operational dashboards.
