CLIENT DELIVERY LEAD

CLIENT DELIVERY LEAD

Location: Nairobi, Kenya – hybrid, with occasional travel

Employment Type: Full-time

Reports To: Project Director and Leadership Team

Experience: Minimum three years

Department: Client Delivery Office

ABOUT GROWTHPAD

Growthpad Consulting Group is a Nairobi-headquartered strategy, communications, digital and technology consulting group supporting corporate, development, institutional and high-growth clients across Africa. Across Growthpad and its affiliated brands, our multidisciplinary teams deliver integrated campaigns, performance marketing, research, digital platforms, websites, dashboards, monitoring and evaluation systems, creative production, stakeholder engagement, events, business process outsourcing, workforce solutions and technology-enabled growth programmes. Our assignments frequently involve multiple workstreams, specialist teams, external partners, country-level agencies, suppliers, formal approval processes, sensitive client information and demanding reporting requirements.

ROLE PURPOSE

The Client Delivery Lead owns assigned engagements from commercial handover through implementation, reporting, handover, renewal and close-out. The role combines project leadership, client relationship management, commercial control and delivery operations.

The role holder will translate proposals, contracts and RFP commitments into practical plans with clear ownership, milestones, budgets, dependencies, quality gates and decision points. Success means delivering high-quality work on time, within scope, at the expected margin and without avoidable surprises.

KEY RESPONSIBILITIES

1. Client Onboarding and Planning

· Confirm scope, assumptions, pricing, responsibilities, exclusions and success measures.

· Convert contracts and proposals into project plans, timelines, milestones, responsibility matrices and resource plans.

· Define acceptance criteria, dependencies, approvals, client inputs and decision dates.

· Lead kick-off meetings and clarify objectives, roles, governance, reporting and escalation paths.

· Select the most suitable delivery method and maintain visibility of workstreams, deadlines, resources and risks.

2. Client and Stakeholder Management

· Act as the primary delivery contact between clients and internal teams.

· Establish regular progress meetings, performance reviews, steering meetings and close-out sessions.

· Prepare concise reports covering progress, upcoming deliverables, risks, budgets, client actions and corrective measures.

· Manage expectations proactively and communicate issues before they affect trust, timing, cost or outcomes.

· Track feedback, approvals, decisions, actions and change requests.

· Build trusted relationships with executives, procurement teams, partners, government stakeholders and specialists.

· Identify satisfaction risks and renewal opportunities without allowing uncontrolled scope expansion.

3. Cross-Functional Coordination

· Coordinate strategy, research, media, content, creative, production, technology, data, finance, legal and operations teams.

· Convert deliverables into tasks with owners, deadlines, dependencies and quality standards.

· Ensure teams understand the client objective, audience, brief, success measures and approval process.

· Monitor workload, escalate resource gaps, coordinate external partners and manage handoffs through close-out.

4. Engagement Delivery

The role may oversee campaigns; performance media, SEO, content and lead generation; brand strategy and market entry; websites, dashboards, CRM integrations and digital products; software, AI and data projects; research, monitoring and evaluation; donor-funded and public-health programmes; events and multimedia production; workforce and managed-service engagements; and multi-country projects.

5. Commercial, Budget and Scope Control

· Maintain budgets, resource allocations, cost trackers and billing schedules.

· Monitor fees, supplier costs, media budgets, production expenses and approved pass-through costs.

· Work with finance to track purchase orders, invoices, billing, collections and reconciliations.

· Monitor margin and identify budget or effort pressure early.

· Prevent scope creep through written change control and assess additional requests before committing resources.

· Give leadership an accurate view of forecasts, resources and commercial risks.

6. Risk, Quality and Compliance

· Maintain risk, issue, dependency, decision and escalation registers.

· Identify financial, regulatory, reputational, technical, supplier, resource and stakeholder risks.

· Assign owners, mitigation actions and deadlines and verify closure.

· Plan contingencies for delays, approval bottlenecks, technology failures, data-access issues and resource constraints.

· Establish quality gates and review deliverables against the brief, contract, brand standards, RFP requirements and acceptance criteria.

· Coordinate client comments, data protection, intellectual property, contractual, regulatory, procurement and supplier compliance.

· Maintain complete, audit-ready documentation and handover packages.

7. Reporting and Improvement

· Coordinate performance inputs and maintain accurate dashboards, scorecards, milestone trackers and portfolio health views.

· Deliver weekly, monthly, quarterly and final reports covering activities, outputs, outcomes, commercial implications and decisions required.

· Lead post-project reviews and convert lessons into improved templates, processes, estimates and standards.

· Ensure reports explain what happened, why it happened, what Growthpad changed and what the client should decide next.

8. AI-Native Delivery Operations

· Use approved AI tools for planning, meetings, task structuring, reporting, risk identification, documentation and quality review.

· Convert RFPs, contracts and meeting records into action plans, responsibility matrices and decision trackers.

· Use AI-assisted analysis to identify missing dependencies, conflicting timelines, unclear ownership and delivery risks.

· Develop reusable prompts, templates and approved automations.

· Verify AI-generated outputs, protect confidential information and help teams adopt AI responsibly.

9. Proposal, Renewal and Growth Support

· Support proposal methodologies, workplans, schedules, governance structures and costing.

· Review timelines, staffing, assumptions and deliverables for operational and commercial realism.

· Participate in pitches and ensure successful proposals transition into implementation.

· Contribute evidence and lessons from completed work.

· Support renewals and account growth through documented outcomes and logical next-phase opportunities.

MINIMUM QUALIFICATIONS AND EXPERIENCE

· At least three years of relevant experience in a consultancy, agency, technology company, professional-services firm or similar environment.

· Demonstrated experience managing engagements from mobilisation through delivery, reporting and close-out.

· A recognised certification such as PMP, PRINCE2, PMI-ACP, AgilePM, Certified ScrumMaster, CAPM with strong practical experience, or equivalent.

· Bachelor’s degree in project management, business, IT, communications, marketing, development studies, engineering or a related field.

· Experience managing multiple projects, timelines, budgets, risks, suppliers and cross-functional teams.

· Strong knowledge of Asana, Slack, Notion, Google Workspace and Microsoft 365; familiarity with similar delivery platforms is desirable.

· Responsible use of AI tools in planning, reporting and delivery.

· Strong writing, presentation, facilitation, stakeholder-management and client-documentation skills.

· Strong commercial judgement, confidence challenging unrealistic timelines and scope changes, and the ability to lead without formal authority.

FIRST 90-DAY EXPECTATIONS

· Assigned engagements have validated scopes, approved plans, owners, budget trackers and risk registers.

· Leadership receives a reliable weekly portfolio view covering project health, deadlines, decisions, commercial position and resource constraints.

· Client reporting is consistent and decision-oriented.

· At least one recurring workflow is improved through approved AI or automation.

· No material delivery failure occurs because of unclear ownership, untracked approval, hidden risk or undocumented scope change.

· A practical delivery playbook is established or improved.

APPLICATION REQUIREMENTS

Submit a current CV; a brief cover note; a one-page example of a complex client engagement personally managed; current and expected remuneration; and availability or notice period.

Apply via careers@growthpad.co.ke.