Sr Manager, Client Experience

Avery Dennison • Little Rock, AR

2d • $109,000 - $146,000

About The Position

The Sr. Manager, Client Experience 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 Sr. Manager, Client Experience is to maintain the highest levels of service and ensure 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.

Requirements

• Bachelor’s Degree in business, marketing, or a 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.
• Excellent interpersonal, written, and verbal communication skills, with a proven ability to effectively present information and respond to questions from groups of managers and clients.
• Proactive problem-solving, time management, and organizational skills with the ability to pay close attention to detail, quickly earn trust, and adapt flexibly to a fluctuating work environment.

Nice To Haves

• preferred experience in the grocery, drug, and mass merchandise retail space.

Responsibilities

• 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 the team.
• Provide coaching, mentoring, ongoing training, and career development to team members to raise skills and professionalism across the board.
• Serve as the primary escalation point person for client issue resolution, satisfaction maintenance, and internal operating or department teaming issues while ensuring full compliance with internal controls and Sarbanes-Oxley Act 2002 Section 404 guidelines.

Benefits

• LGBTQ+ Inclusive Care Program: This no-cost program helps you find doctors who will treat you with dignity and respect and who are experienced in providing compassionate, high-quality LGBTQ+ healthcare.
• 401(k) Retirement Savings: You receive an automatic contribution of 3% of eligible pay (even if you contribute $0) plus a matching contribution of 50% on the first 7% of eligible pay you contribute.
• Paid Time Off: You start with 10 vacation days in your first year on the job.
• Company-Paid Life Insurance: Provides twice your base annual salary up to a $50,000 maximum at no cost to you.

What This Job Offers

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