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Client Services Director

Apply Job ID 13266 Date posted Apr. 17, 2019 Location Coraopolis, Pennsylvania Full Time / Part Time Full time (FT)


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.
Quad is seeking an experienced Client Services Director with strong retail marketing experience to be based onsite with one of our clients in Coraopolis, PA. The Client Services Director is responsible for directing the account team to ensure photography and creative/production work meets client expectations, grow business across the platform, and serve as key client contact for all projects and initiatives that are awarded.  The Client Services Director will be responsible for providing on-site leadership and tactical support to insure projects are managed with accuracy and follow through.
Key Responsibilities
  • Think strategically and tactically to meet client needs, to improve current services or to deliver new services 
  • Drive actions to meet targeted account growth goals including upselling and cross-selling services
  • Manage employees across photography and production teams including interviewing, hiring and training employees; planning, assigning and directing work; evaluating work quality, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
  • Build and maintain relationships with management team members, both internally and with clients
  • Facilitate effective photography/video workflow practices with a focus on e-Comm production
  • Implement KPIs and manage accurate measurement and reporting
  • Act proactively to manage the business effectively
  • Communicate proactively and effectively with clients, and multiple departments to insure delivery of timely, high quality services to clients
  • Align closely with Quad leadership to ensure efficient execution of client needs and expectations
  • Effectively manage multiple projects simultaneously
  • Develop and manage project timelines and task lists
  • Collaborate effectively with internal departments throughout the Quad network
  • Provide thorough input and effectively communicate client expectations to teams
  • Identify, investigate and problem-solve issues that may arise
  • Take a proactive role to improve workflow process and job profitability
  • Collaborate with Quad Continuous Improvement leaders to implement CI best practices
  • Ensure forecasting, management of account records and status reports are completed within guidelines
  • Oversee the development of estimates for new projects within establishing pricing guidelines
  • Keep management informed regularly of events/issues that could impact client relationship
  • Bachelor’s degree in advertising, communication, marketing or related field required.
  • Minimum 10 years of experience in account management; at least 8 years of management experience required.
  • Must have experience in photography leadership, with a strong understanding of e-comm fashion/apparel photography
  • Knowledge of retail structure, operations, account service/sales management best practices and proven ability to communicate and implement 
  • Have knowledge of omni-channel marketing strategies and program execution
  • Have knowledge of commercial printing and prepress process
  • Ability to collaborate effectively with teams
  • Strong organizational skills and strong time management skills
  • Ability to trouble shoot and solve problems
  • Ability to take direction and carry out instructions
  • Comfortable with standard software programs such as Microsoft Excel, Word, Outlook, and PowerPoint
  • Knowledge of production applications such as Adobe Creative Suite and Macintosh OS a plus
  • Previous responsibility for structuring account service teams/resources
  • Successful track record of meeting and exceeding revenue targets 
  • Ability to inform, educate and influence managers and employees to support goals and objectives 
  • Experience developing and managing to budgets 
  • Exceptional negotiation skills required 
  • Strong business acumen and market knowledge to assess new business opportunities and when to change current account strategies 
  • Superior written, verbal, communication and presentation skills in the English language
  • Travel as required, temporary assignments (out-of-town)
Additional Company Information
You'll work in a friendly, fast-paced, casual environment and be rewarded for your contributions with a competitive compensation package and our commitment to supporting work-life balance. 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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