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Sr. Manager, Client Services

Apply Job ID 12167 Date posted Feb. 11, 2019 Location Bentonville, Arkansas Full Time / Part Time Full time (FT)

Quad/Graphics

Employees at Quad thrive at the intersection of thinking, making and marketing. As we continue to take the bold steps necessary to transform our offering, our goal is to provide our clients with the most powerful integrated marketing platform. We’re all partners in our company, committed to do the right thing, trusting the process, innovating for the future, growing the business, believing in each other, and having a little fun along the way.

Position Overview:

The Senior Client Services Manager is a perpetually Client-facing role that manages and leads Client Service Supervisors, Sr. Client Service Project Managers, and Client Service Project Managers— professional individuals and teams— in day-to-day service of the Client. 

The primary function of the role is to work closely with the Client to understand their marketing strategy and operational goals, and to:
  • Supervise designated team(s) in delivering superior Client care;
  • Provide leadership and support to ensure marketing projects are executed with accuracy and timely follow through;
  • Serve as the primary Client contact for all tasks that teams work on— including but not limited to planning, execution, and reporting for assignments;
  • Maintain oversight and reporting for contractual aspects of the account.

The Senior Client Services Manager will act at all times to assure the highest level of ethics, professionalism, accountability, and personal performance possible.  He or she will work enthusiastically to meet or exceed all performance goals set by the organization and will contribute his or her utmost to assist in achieving its stated goals.  The role will fully support Quad’s position/relationship with its Clients.   

The Senior Client Services Manager is expected to: 
  • Fully understand marketing project management, with a proven ability to manage up to Client expectation
  • Have the ability to coordinate and manage multiple projects simultaneously, including ability to develop and manage project timelines and task lists for teams/direct reports
  • Show excellent decision-making, organization, planning and problem-solving skills, with proven ability to identify, prioritize, and escalate critical issues
  • Adhere to established processes and procedures to insure timely and accurate delivery of services 
  • Help develop, refine, own, and enforce processes and operational efficiencies for the Client; bring a solutions mindset and ability to solve through issues strategically
  • Be forward-thinking to forecast long-term implications to the Client’s business; think strategically and tactically to meet Client’s needs, to improve service or to suggest and/or deliver new services
  • Nurture the Client-relationship, anticipating changes in direction and potential impact to the team and the overall business
  • Maintain contact and develop strong relationships with Client’s management, to include rapport and engagement with C-level executives
  • Maintain regular and professional communication with both the Client and their internal teams and agencies, as well as Quad support teams
  • Communicate thoroughly, keeping internal leadership informed of events/issues of potential impact to the Client relationship
  • Supervise and manage assigned teams:  interviewing, onboarding, training, and developing direct reports; provide training, education, and professional growth for Quad/Client team members
  • Take an active role in development, training, education, and professional growth for Quad team members
  • Reflect Quad company culture through positive interactions with all others, both internally and externally
  • Evaluate and monitor the quality and performance of all assigned Client services provided to the Client(s) by Quad
Required Qualifications:
  • Four-year degree or commensurate experience
  • Minimum four years in Client Services or equivalent
  • Minimum 5-7 years of marketing, media, or advertising experience
  • Experience leading teams and managing work groups, preferably multiple teams or large (10+ person teams)
  • Operational thinker and strong process-oriented mindset
  • Proven capability of Client interaction at all levels
  • Proficiency for communication with Quad leadership at all level
  • Possess superior presentation skills
  • Desire to continue growth through ongoing training and education
  • Ability to provide consistent constructive feedback and motivate individuals
  • Experience with Microsoft Word, Excel, Powerpoint, and Outlook
  • Ability to learn proprietary software systems utilized by the Client 

Additional Company Information

We offer excellent benefits to eligible employees, including 401(k), holidays, vacations and more.

Quad/Graphics is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military or veteran status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.

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