Manager - Client Services - Retail Focus

RR Donnelley • St. Charles, IL

7d • Hybrid

About The Position

This Manager role will focus on RRD's largest and most complex strategic customers, requiring a high degree of customer interaction to cultivate, own, and manage client relationships at all levels. The position functions as a trusted customer advisor, responsible for account health, retention, revenue growth, and expanding product and service offerings. The role will oversee Strategic Relationship staff who manage multi-channel communication projects for major customer accounts, setting direction and priorities for RRD's service team. The position will lead efforts related to strategic initiatives, including continuous support model improvements and compliance to achieve contractual targets and performance metrics. Extensive collaboration with customers, RRD stakeholders, and external print and service providers is expected.

Requirements

• Bachelor degree in discipline related to functional work or role with 8 years of relevant work experience.
• Must be able consistently identify critical elements, variables and alternatives to develop solutions.
• Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
• Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, MAC, or other technical tools in completing assignments.
• Able to apply expertise in all the tools or applications used to complete work assignments.
• Able to mentor junior level team members in the use of tools and/or systems in the position.
• Able to explain programs policies and procedures in language that is understood by others.
• Must be able to modify communication style both formal and informal to match the appropriate level of the audience targeted.
• Requires strong understanding of the impact of a message on the organization or customer.

Nice To Haves

• Occasional travel may be required.

Responsibilities

• Leads people, including hiring, coaching, and developing teams.
• Responsible for account management activities during and after the sale to enable Sales Representatives to focus on selling activities.
• Respond to customer requests and inquiries regarding current and future work.
• Resolve issues that may arise during production of customer products.
• Keep leadership and sales team informed of customer project status, progress, issues, enhancements, and modifications as required.
• Maintain accurate, complete, up-to-date standard operating procedures, in addition to detailed account history.
• Assist in the implementation and execution of products and services.
• Consult with Customers to understand business issues and goals, and works with customer to develop improved solutions to business needs.
• Work with Sales and Leadership to develop and prepare sales product presentations for use on up-sell and new business opportunities.
• Work with Sales Representative, Sales Management and Leadership in identifying customer needs and opportunities to secure new business.
• Maintain up-to-date knowledge of industry trends, new products, specifications, competitor strengths and weaknesses and communicates new information to Sales Representatives.
• May be involved in specific customer projects as assigned by sales management.
• Performs other related duties and participates in special projects as assigned.
• Primary agent of problem resolution and Customer Service enhancement.
• Work with Customer to manage their print and communication needs.
• Partner with Customer to ensure all goals and objectives are met on a project-by-project basis.
• Assist, maintain and manage specifications, quoting process and order entry.
• Assist and/or guide staff in the development of custom printing projects: including size, material, and print recommendations and researching new idea element.
• Assist in the facilitation of creating prototypes and development of custom print pieces.
• Maintain all Customer compliance procedures and ensure the Customers branding guidelines are met.
• Work with vendors to ensure SLA's are met and products are received by the customer on time.
• Make recommendations to the customer to move print work to other sites/vendors when issues arise.
• Provide monthly reports on spend, internal vs. external source, number of projects.

Benefits

• All your information will be kept confidential according to EEO guidelines.
• All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager