Client Services Supervisor

Quad•Bolingbrook, IL

1d•$70,000 - $85,000•Onsite

About The Position

The primary role of the Supervisor Client Services is to work onsite with the client, managing the execution of multiple, complex projects in support of the client’s visual merchandising campaigns. The Supervisor is responsible for retention and growth of the existing client base through individual efforts and efforts of the client services team to deliver profitable quality service. The Supervisor will manage a team that support and manage client assignments. Supervisors will work closely with client to develop project timelines, including communicating key dates to all parties involved in the project. Supervisors must demonstrate a positive attitude and communication in this client-facing roles.

Requirements

Bachelor’s degree in advertising, communication, marketing or related field required.
Minimum 4 years of experience including: retail marketing, corporate marketing department and advertising agency.
Ability to inform and educate staff to support goals and objectives.
Understanding of visual merchandising strategy, production design, print production, graphics fulfillment and logistics.
Knowledge of customer services, retail structure, operations, account service/sales management, best practices and proven ability to communicate and implement.
Ability to supervise and develop staff in a remote and/or hybrid team environment.
Ability to respond quickly and effectively to clients' needs and issues.
Strong written and verbal communication and interpersonal skills.
Ability to understand and communicate issues verbally and in writing to clients, associates and management.
Ability to relate to and develop relationships with Client’s low and mid-level management.
Ability to understand and manage the execution of tasks to achieve Client’s business goals.
Ability to achieve a spirit of teamwork and cooperation within the Client Service team
Ability to handle many issues, items and functions at one time and deal rapidly with multiple items in prioritized sequence.
Ability to set and prioritize goals and achieve them as scheduled.
Demonstrate flexibility to adjust to rapidly changing requirements and schedules.
Demonstrate an analytical approach to problem solving.
Demonstrate the ability to act on own initiative.
Ability and willingness to take direction from superiors.
Ability and willingness to seek suggestions from peers and employees.
Ability and willingness to build and maintain positive relationships quickly.
Demonstrate willingness to work together with peers and other Quad departments to improve quality and performance.
Experience with MS Word, MS Excel, MS PowerPoint and Outlook.
Travel as required, temporary assignments (out-of-town).
Basic understanding of remote conductivity to communicate with Quad headquarters.

Nice To Haves

Familiarity with Monday.com, CrossCap, ServiceNow, Workfront and PowerBi preferred

Responsibilities

Support your assigned client team in various aspects and stages of project execution
Learn and enforce the client’s processes and approval workflows; become the subject matter expert within your assigned category
Execute full lifecycle project management for visual merchandising campaigns, including (but not limited to) analysis of client project requirements, scoping, scheduling, approvals, timeline adjustment – including working with creative and production on-site teams as necessary
Constantly manage client expectations, as well as those of other agency and vendor partners
Act as an advocate and primary liaison between client and internal creative/production teams
Work closely with internal teams and client cross-functional teams to create appropriate timelines specs and RFQs; Clearly communicate those to client
Supervise and manage assigned team to ensure client deadlines and quality are met, including all account records and activities are completed within guidelines, policy and procedures.
Identify potential risks; manage communication and change control processes when necessary
Provide Sr Manager Client Services and/or client with real-time status on projects and as requested
Build and maintain client relationships with low and mid-level management.
Act proactively to manage the business effectively.
Keep management informed regularly of events/issues that could impact client relationship.
Supervisory responsibilities include: interviewing, training, planning, assigning and directing work; evaluating work quality.
Provide thorough client input to the respective internal teams.
Evaluate and monitor the quality and performance of all services provided to the Client by Quad.
Take a proactive role to improve workflow process and job profitability.
Work with the Sr Manager Client Services to recommend training, education and professional growth for Client team members.
Directly mentor team of project managers to exceed Client-set expectations for communication, professionalism and preparedness.
Lead monthly print vendor calls on behalf of the Client,
Own key high-profile category projects end-to-end for assigned area of responsibility.
Lead special projects, as assigned.