Vestcom · 1 month ago
Client Experience Manager - Hybrid (Preferred locations Deerfield, IL or Chicago, IL)
Deerfield, IL
Full-time
Hybrid
Mid, Senior Level
$93K/yr - $108K/yr
5+ years expAvery Dennison Corporation is a global materials science and digital identification solutions company. The Client Experience Manager will manage client specialists and delivery coordinators, ensuring high levels of service and implementing process improvements to enhance client satisfaction and team efficiency.
AdvertisingMarketing
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 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
Qualification
Required
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
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 a good listener, focused, patient, and detail oriented and have the ability to work with internal and external customers who may exhibit frustration and anxiety
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 Avery Dennison's core values
Preferred
Knowledge of and work experience related to the grocery, drug and mass merchandise retail space preferred
Benefits
Health & wellness benefits starting on day 1 of employment
Paid parental leave
401K eligibility
Tuition reimbursement
Employee Assistance Program eligibility / Health Advocate
Paid vacation and paid holidays
Company
Vestcom
Vestcom partners with retailers and CPGs to deliver data-driven in-store solutions, in both print and digital form, that streamline operations and boost shopper engagement at the shelf-edge.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Stephens Group
2021-07-28Acquired
2007-01-01Private Equity
Leadership Team
Shachar Torem
SVP & GM
Recent News
2022-02-24
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