Client Experience Manager (HYBRID)

Opportunity

The Client Experience Manager will have direct responsibility for managing client specialists and/or delivery coordinators on the Client Experience team. The Client Experience team will function as the primary communication and coordination conduit between our clients and a variety of Vestcom internal groups. The goal of the Client Experience Manager is to maintain the highest levels of service and ensuring their immediate team is staffed, trained and organized to support assigned clients efficiently and effectively as possible. In addition, this position will be charged with implementing process improvements that will support the goals of better production support, service, and improved communication across the organization. Success in this position will be characterized by highly satisfied clients and team members. 

Key Areas of Responsibility

• Manage and oversee associates responsible for resolving all client facing situations, issues and service level agreement orders.
• Oversee and ensure reviews, account planning, project management, issue coordination and day-to-day client communication activities are correct and complete.
• Oversee implementation of processes, procedures, and tools to increase the effectiveness of their team.    
• Provide coaching, mentoring, and career development to their team members.
• Ensure that all team members receive on-going training opportunities. This includes making sure the training programs are effective, that the programs contribute to employee skills development and raise the skills and professionalism of the teams across the board.
• Responsible as escalation point person for Client issue resolution / satisfaction maintenance. 
• Responsible as escalation point person for internal operating issues and teaming issues with other Vestcom departments.
• Responsible for Continuous Improvement initiatives within Client Experience.
• Responsible for management and attainment of Client Experience MBOs.
• Work with VP Client Experience in identifying staffing requirements and participate in the hiring process of new team associates.
• Assist VP Client Experience in expense and budget planning. Identify areas for improvement in internal processes for assigned clients and team.
• Assist in VP Client Experience in conducting client business reviews to ensure client satisfaction.
• Must be able to provide client service/support to production operators and/or programming staff as needed outside of normal working hours to support 24/7 operations.
• Ensures compliance with internal policies, procedures and internal controls in accordance with the Sarbanes- Oxley Act 2002 Section 404.

Key Qualifications

• Bachelor’s Degree in business, marketing or similar field is required. 
• At least 5 years of management and/or business experience managing clients and employees, preferably in a service or manufacturing environment required.
• Thorough understanding of project management and resource management required.
• Knowledge of and work experience related to the grocery, drug and mass merchandise retail space preferred.
• Proven ability and successful track record to work closely with business managers and directors required.
• Excellent interpersonal, written and verbal communication skills are required.
• Ability to effectively present information and respond to questions from groups of managers, clients, and other associates required.
• Must be able to quickly earn trust and respect of customers and coworkers, to retain customers’ confidence and build positive lasting relationships with customers.
• Must be good listener, focused, patient, and detailed oriented and have the ability to work with internal and external customers who may exhibit frustration and anxiety.
• Must represent the Vestcom values on a daily basis; which are passion, dedication, creativity, empathy, courage, reliability, and integrity.
• Must be able to pay close attention to detail, adapt to a fluctuating work/team environment and be flexible.
• Excellent problem solving, time management and organizational skills required. Must be proactive in resolving issues as needed with the ability to react to changes in standard operating procedures and implement quick and accurate decision making. 
• Ability to embody and reflect Vestcom’s core values

The salary range for this position is $100,000-106,000 year.
The hiring [base salary / wage rate] range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate’s relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time, subject to applicable law.

Additional Requirements

• Travel to clients or remote facilities of up to 10% required.
• Compliance with Company policies concerning maintaining a drug free workplace is required
• Compliance with all Company policies is required including all safety policies and procedures 

Supervisory Responsibilities 

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 

Management Disclaimer

Vestcom’s Management reserves the right to revise, change or modify the duties and responsibilities of this position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in the position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or Vestcom may terminate employment at any time, for any reason.