About Company

At Clarifu, we’re passionate about empowering small businesses to succeed online. As a India based SEO company for small businesses, we take pride in being the driving force behind your business growth. We offer you tailored digital marketing solutions that drive real results. We’re not just another Digital marketing agency for SMEs – we’re your partner in growth. Our specialized SEO services for small businesses maximize your online visibility and reach new customers.

Job Description

Core responsibilities

General Manager – Digital Marketing Company

Job Role

The General Manager will be responsible for overall day-to-day business operations, client relationship management, accounts and payment coordination, team coordination, administrative management and management reporting.

The GM will work closely with the CEO to ensure that business commitments are delivered on time, clients receive proper communication and the company’s financial and operational activities are properly monitored.

Primary reporting to: CEO / Managing Director

Key Responsibilities

1. Assist the CEO in Business Operations

Assist the CEO in managing day-to-day business operations.
Implement operational decisions and instructions given by the CEO.
Coordinate between different departments and ensure smooth workflow.
Keep the CEO informed about important operational developments.
Identify operational problems and bring them to the CEO with possible solutions.
Follow up on decisions taken by management.
Support the CEO in business planning, budgeting and process development.
Handle routine operational matters on behalf of the CEO within delegated authority.

2. Client Relationship Management

Maintain regular communication with clients.
Ensure clients receive timely updates regarding ongoing work.
Monitor client satisfaction and identify potential issues early.
Coordinate with the delivery team to resolve client requirements.
Handle routine client complaints and service-related issues.
Escalate serious complaints, commercial disputes or sensitive matters to the CEO.
Maintain records of client communications, commitments and pending requirements.
Support client retention and renewal activities.
Identify opportunities for additional services based on genuine client requirements.

Important: The GM should ensure that the company does not promise services, timelines or results without confirming delivery capability.

3. Accounts & Payment Management

The GM will coordinate and monitor the company’s day-to-day financial administration.

Client Billing

Coordinate preparation and sending of invoices.
Maintain client billing schedules.
Track invoice dates, due dates and payment status.
Follow up with clients for pending payments.
Maintain an accounts-receivable tracker.
Report overdue payments to the CEO.

Vendor & Company Payments

Maintain records of regular business expenses.
Coordinate payments to vendors, freelancers, software providers and service providers.
Track recurring subscriptions and renewal dates.
Ensure payment commitments are communicated to the CEO where approval is required.

Financial Coordination

Coordinate with the company’s accountant/CA where applicable.
Maintain basic cash-flow information.
Prepare payment and collection summaries for management.
Ensure supporting documents are maintained for transactions.

The GM should not independently approve major financial commitments outside delegated authority.

4. Daily Business Administration

Maintain day-to-day office/business administration.
Manage important business documents and records.
Coordinate contracts, proposals, invoices and client documentation.
Maintain renewal and subscription calendars.
Ensure important company information is properly organised.
Coordinate meetings and internal reviews.
Maintain operational checklists and standard procedures.

5. Team Coordination

Coordinate the work of different departments.
Monitor task allocation and deadlines.
Conduct regular internal follow-ups.
Identify delays and bottlenecks.
Ensure teams communicate properly with each other.
Coordinate between Business Development and Delivery teams.
Monitor employee attendance/availability where applicable.
Support recruitment, onboarding and basic employee administration.
Report significant performance or disciplinary issues to the CEO.

Teams the GM may coordinate

Business Development
Digital Marketing/SEO
Social Media
Graphics & Multimedia
Content
Web Development
Accounts/Admin
Client Servicing

6. Project & Service Delivery Monitoring

The GM does not necessarily have to perform technical digital marketing work, but should ensure that committed work is being delivered.

Monitor project timelines.
Check whether client deliverables are being completed.
Follow up on pending tasks.
Coordinate between account managers and production teams.
Monitor overdue deliverables.
Escalate major delivery risks to the CEO.
Ensure client commitments are documented.

7. Business Development Support

Support the Business Development Manager.
Monitor the sales pipeline and pending prospects.
Track proposals and quotations.
Monitor follow-ups.
Track new client onboarding.
Coordinate handover from sales to delivery.
Ensure commercial terms agreed with clients are properly communicated internally.
Provide the CEO with regular business-development updates.

8. Client Onboarding

The GM can own the administrative side of onboarding:

New Client → Agreement → Advance/Payment → Invoice → Brief → Team Allocation → Project Start → Reporting

Responsibilities include:

Collect required client information.
Ensure agreement/proposal is completed.
Confirm payment/advance where applicable.
Create client records.
Coordinate project briefing.
Assign internal responsibilities.
Ensure the client receives onboarding communication.
Track the first deliverables.

9. Management Reporting to CEO

This should be one of the most important responsibilities of the GM.

The GM should provide the CEO with a regular management dashboard covering:

Sales

New leads
Qualified leads
Meetings
Proposals
New clients
Sales value

Revenue & Payments

Invoices raised
Payments received
Outstanding payments
Overdue accounts
Upcoming payments
Major expenses

Clients

Active clients
New clients
Renewals
Clients at risk
Complaints/issues
Pending approvals

Operations

Projects running
Delayed projects
Pending deliverables
Team workload
Major operational issues

Management Issues

Important decisions required from CEO
Financial approvals required
Client escalations
Employee issues
Business risks
Opportunities requiring management attention

10. CEO Reporting Structure

I would establish three reporting levels:

Daily – Exception Report

Only important matters:

What happened?
What is pending?
What needs attention?
What needs CEO approval?

Weekly – Management Report

A consolidated report covering:

Sales + Revenue + Collections + Clients + Projects + Team + Issues + Next Week

Monthly – Business Performance Report

A more detailed report covering:

Revenue
Collections
Outstanding receivables
Expenses
Client acquisition
Client retention
Project performance
Team performance
Business development
Major risks
Next month’s priorities

11. Client Payment Follow-Up

This deserves a specific responsibility because it directly affects cash flow.

The GM should maintain a Payment Due Tracker:

Client	Invoice	Amount	Due Date	Status	Next Follow-up
Client A	INV-001	₹XX,XXX	10 Sep	Pending	8 Sep
Client B	INV-002	₹XX,XXX	15 Sep	Paid	—
Client C	INV-003	₹XX,XXX	20 Sep	Overdue	Today

The GM should ensure that payment follow-up happens systematically rather than only when the CEO asks for it.

12. Client Escalation Management

The GM should act as the first management-level escalation point.

GM handles:

Routine delays
Communication gaps
Minor service complaints
Billing clarification
Follow-up issues
Routine coordination problems

CEO involvement:

Major commercial disputes
High-value clients
Contractual disputes
Significant refunds/credits
Serious complaints
Major reputational issues
Strategic client decisions

13. Process & System Development

The GM should gradually create systems so that the company does not depend on the CEO for every small decision.

Develop and maintain SOPs for:

Lead management
Client onboarding
Proposal approval
Invoice generation
Payment follow-up
Project handover
Client reporting
Complaint handling
Renewal follow-up
Employee coordination
Vendor payments
Document management

Required Skills

Strong communication skills
Good organisational ability
Client relationship management
Basic accounting and financial administration
Excellent follow-up discipline
Team coordination
Problem-solving
Reporting and analytical ability
MS Excel / Google Sheets
CRM/ERP familiarity
Professional email communication
Basic understanding of digital marketing

Digital Marketing Knowledge

The GM should have a working-level understanding of:

They don’t need to be a technical specialist, but they should understand enough to communicate with both clients and internal specialists.

Key Performance Areas

Area	KPI
Operations	Timely completion of business processes
Client Relations	Client satisfaction & issue resolution
Collections	Timely payment collection
Accounts	Accurate billing/payment tracking
Projects	Delivery monitoring
Team	Coordination & accountability
Sales Support	Pipeline & onboarding coordination
Reporting	Accurate & timely CEO reports
Administration	Documentation & process compliance
Retention	Client renewal/continuation
Escalations	Speed and quality of resolution

Authority & Accountability

I would clearly define the GM’s authority in the appointment letter.

GM can:

Coordinate teams
Follow up with clients
Follow up on payments
Coordinate routine vendor matters
Monitor project delivery
Resolve routine operational issues
Implement approved management decisions

CEO approval required for:

Major expenses
New salary/employee commitments
Significant discounts
Refunds/credits
Major vendor contracts
Client contract changes
Hiring/firing decisions, unless specifically delegated
New service commitments outside standard offerings
Strategic business decisions

General Manager