Business Director/Managing Director

RR Donnelley•Phoenix, AZ

11d•Hybrid

About The Position

The Business Director/Managing Director leads and manages a large Phoenix-based client account with team members across two Service Delivery Centers and annual revenue exceeding $8 million. The role provides operational oversight to support smooth day-to-day performance, escalating concerns to the SVP or responsible Managing Director, and supports locally based Directors with talent development and service delivery. It calls for a strategic leader who can anticipate client needs, understand market conditions, identify business opportunities, and engage senior-level client stakeholders in a consultative manner. The position leads client teams and operations, supports the development and performance of direct and indirect reports, and works closely with Operations and functional teams to deliver client services. The role also leads sector strategy, growth, financial performance, client and market development, and strategic oversight. It is based in Phoenix, Arizona, with approximately 10% travel, primarily between Phoenix and New York. The schedule is Monday through Friday, 8:30 a.m. to 5:30 p.m.; onsite work is four days per week for the first four to six months, then three days per week. The role also requires meeting with second- and third-shift team members a couple of times per year.

Requirements

Bachelor’s degree required.
At least 10 years of experience as a people manager in a national or global customer service, outsourcing, or professional services environment.
Demonstrated leadership ability, including mentoring, developing, and coaching.
At least five years of business development experience interfacing with senior-level client contacts.
Demonstrated ability to develop senior-level client relationships and win new business.
Ability to lead clients through all phases of the sales cycle.
At least five years of P&L management responsibility and an understanding of how operational and strategic decisions affect P&L.
Proven experience developing, implementing, and managing complex multi-service client solutions.
Ability to explain technical concepts to non-technical audiences.
Comfort leading in a matrix management structure and dealing with ambiguity.
Track record of growing business with current and prospective clients, with a focus on profit (EBIT) and client satisfaction.
Excellent communication and presentation skills.
Willingness to travel as necessary, approximately 10%.

Nice To Haves

An advanced degree.

Responsibilities

Manage a large client account with teams in two Service Delivery Centers and annual revenue exceeding $8 million.
Provide guidance and support to Account Directors and the General Manager on talent development, service delivery, and client satisfaction.
Lead, develop, and empower client teams, including supporting selection, induction, development, retention, motivation, and performance of direct and indirect reports.
Set development goals, business objectives, and priorities for operations staff; provide ongoing performance feedback.
Promote collaboration, accountability, safety, and a positive work environment.
Oversee operations to ensure client expectations are met or exceeded.
Maintain appropriate communications with clients, field teams, and offsite leadership.
Partner with functional teams to implement policies, internal controls, and reporting.
Promote high performance and continuous improvement, identify operational, compliance, and financial risks, and participate in new-business implementation.
Follow delegations of authority for the operations team.
Establish the sector platform and strategy, develop its proposition, and execute the action plan.
Own sector P&L, budget, and EBIT delivery; promote growth and deliver annual sector growth targets.
Build industry relationships and long-term executive-level relationships with strategic clients.
Develop sector growth plans using market trends and industry intelligence, and establish targets for prospective clients and revenue streams with existing clients.
Partner with Business Development, Operations, and functional teams to design and deliver solutions for new and existing clients.
Lead sector client opportunities, including RFPs, consultancy reviews, audits, and contract close.
Understand client priorities and sell the full suite of WLT services, including creative and strategic offerings suited to the sector.
Ensure the sales-to-contract process is followed, including updating Salesforce.com, and lead contract negotiations.
Identify sector investment priorities, prepare investment business cases, and measure return on investment.
Manage client segmentation and support client retention through senior-level relationships and proactive identification of risks and opportunities.
Ensure account plans and relationship maps are understood and executed by relevant teams.
Use the Client Feedback Program to develop sector-wide action plans and ensure quarterly business and relationship reviews are completed.
Clarify sector target metrics and support their achievement.

Benefits

Medical coverage
Dental coverage
Vision coverage
Paid time off
Disability insurance
401(k) with match
Life insurance
Voluntary supplemental insurance coverages
Tuition assistance
Maternity leave
Adoption assistance
Employer and partner discounts
Depending on the role, participation in a bonus, commission, or incentive program