Sr Client Services Manager

The Sr. Manager Client Services is a perpetually Client-facing role responsible for managing and leading teams in day-to-day service of the Client. The primary function of the Sr. Manager Client Services is to work closely with the Client to understand their marketing strategy and operational goals. The Sr. Manager Client Services is seasoned in maintaining positive client relations and has accountability for ensuring work performed is accurate and timely.

Responsibilities:

Client Relationship Management

• Serve as primary day-to-day contact with clients, facilitating communication and addressing questions and concerns promptly
• Build and maintain client relationships with low-level, mid-level, and senior-level management
• Develop long-term client partnerships that result in mutually beneficial, growth-oriented business relationships
• Ensure client satisfaction with the performance of the team and the level of service
• Keep management informed regularly of events, opportunities, or issues that could impact the client relationship

Project Management

• Manage cross-functional projects from requirements definition through deployment, defining schedules, scope, budget, estimates, and implementation plans
• Write project and creative briefs and effectively communicate to teams
• Ensure team adheres to established processes and procedures to ensure timely and accurate delivery of client services
• Assist with developing marketing objectives, strategies, and execution for current or prospective services
• Conduct weekly team status meetings to ensure that all projects are on track, identifying barriers to success and opportunities for improvement.

Strategic Planning and Improvement

• Think strategically and tactically to meet client needs, improve current services, or deliver new services
• Lead the development of integrated solutions that leverage Quad offerings and are mutually beneficial for the client and Quad
• Take a proactive role to improve workflow processes and job profitability
• Act proactively to manage the business effectively

Operational Management

• Collaborate with internal teams and coordinate with external partners to ensure strategies are effectively executed and aligned with documented client expectations.
• Evaluate and monitor the quality and performance of all services provided to the client(s) by Quad
• Manage account staffing, time reports, and other operational procedures with an eye on overall account profitability
• Ensure all account records and activity are completed within guidelines, policy, and procedures

Qualifications:
Appropriate education and/or experience may be substituted on an equivalent basis

• Bachelors degree in advertising, communication, marketing or related field required.
• Minimum 8 years of Client Services experience
• Strong understanding and knowledge of end-to-end direct mail marketing campaigns.
• Experienced in working in regulated industries (e.g., utilities, telecom, insurance).
• Proven track record of leading cross-functional teams to meet and exceed goals.
• Analytical problem-solving approach with the ability to inform, educate, and influence to support objectives.
• Strategic thinking and tactical execution to align services with customer needs.
• Self-starter with the capability to handle multiple workstreams and prioritize effectively.
• Understanding of data-driven marketing strategy, analytics, creative, print production, media, and digital.
• Strong written and verbal communication and interpersonal skills.
• Ability to understand and communicate complex concepts to clients, associates, and management.
• Organized with the ability to manage tasks to achieve clients' marketing goals.
• Flexible to adapt to changing requirements and schedules.
• Willingness to travel as required.

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