Client Experience Manager

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. Key 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. Qualifications: 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, with preferred experience in the grocery, drug, and mass merchandise retail space. 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.