Manager, Client Services - Direct Mail

Posted Feb 15

The Client Service Manager for RRD's Direct Mail business unit will focus on a portfolio that may contain key and strategic accounts. In this role, you will function as a trusted client advisor and collaborate with RRD stakeholders and external print and service providers, while managing the Client Services staff. Responsible for revenue growth, expanding products and services, offering alternate revenue streams, and the retention of accounts. The position will lead efforts relating to strategic initiatives, compliance with contractual targets, and meeting performance metrics. Sets direction and priorities to direct reports. Responsible for mentoring, coaching, and developing Client Service members.

Leads team members in the development of client relationships, interactive skills, project management, and use of tools and/or systems in the position.
Assists in career development.
Manages a team of client service professionals including all duties related to employee performance including
Overall team Performance Management of both internal and client-facing deliverables
Provide ongoing direction, training, coaching, feedback, and discipline when necessary
Understanding and support of all company policies
Mentor and develop team members for succession planning and growth
Excellent ability to proactively listen to others to understand issues and situations and professionally manage conflict resolutions among team members and across departments
Ownership of management activities for account portfolio to enable Sales Representatives to focus on selling activities.
Resolves issues that may arise during the production of client products.
Keeps leadership and sales team informed of client project status, progress, issues, enhancements, and modifications as required.
Develops, creates, and maintains accurate, complete, up-to-date standard operating procedures, in addition to detailed account history.
Assists in the implementation and execution of products and services.
Consults with clients to understand business issues and goals to develop solutions to business needs.
Works with Sales and Leadership to develop and prepare sales product presentations for use on business reviews as well as up-sell and new business opportunities.
Maintains up-to-date knowledge of industry trends, new products, specifications, competitor strengths, and weaknesses and communicates new information to Sales Representatives.
Works with the service team to ensure all Customer compliance procedures and the Customer's branding guidelines are met.
Manages suppliers and manufacturing sites to ensure client contractual obligations are met and products are received by the customer - accurately and on time.
Provides monthly reports on spend, internal vs. external sources, and the number of projects.
Establishes maintains, and manages processes for specifications, quoting, and order entry.
Develops and prepares presentations for and with Sales containing account activity and new business opportunities.
Responsible for the overall health, performance, and growth of the account portfolio
May be required to work occasional weekends and holidays as needed.
Occasional travel may be needed.

Required Skills

Knowledge of direct mail print production equipment and methodologies is required.
Working knowledge of USPS rules and regulations is required.
Working knowledge of list processing and data programming is required.
Exposure to direct mail creative strategy, design & execution is preferred.
Communicate programs, policies, and procedures which can be understood by others.
Able to modify communication style both formal and informal to match the appropriate level of the audience targeted.
Requires a strong understanding of the impact of a message on the organization or customer.
Able to write with the clarity and precision necessary for the work being performed.
Excellent knowledge of computers, MS Office, MS Office, Google Drive/Chrome.
Ability to make presentations and quickly learn new programs and multiple functional areas of the business specific to the job.
Ability to mentor and train others on these tools.
Apply broad work experience and knowledge when analyzing complex problems.
Must be able consistently to identify critical elements, variables, and alternatives to develop solutions.
Able to demonstrate the ability to solve complex problems by analyzing variables and applying appropriate solutions learned through experience and proficiency in understanding the job.
Must be able to recognize anomalies and critical situations and respond appropriately
Organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
Able to apply excellent business acumen and collaborative skills when resolving problems.
Must be able to work remotely with minimal supervision. Must be able to work in high production fast-paced team environment
Excellent critical and analytical thinking skills in order to design, implement and manage complex programs and solutions.
Previous leadership experience is strongly preferred.
Self Starter and an ability to think outside of the box.
Must be a highly motivated individual with the ability to offer solutions as well as solicit feedback

RRD is an EEO/AA including Vets and Disabled Employer

Required Experience

Bachelor's degree preferred in a discipline related to functional work or role.
10 years of relevant work experience OR demonstrated ability to meet the job requirements through a comparable number of years of applicable work experience.
The national pay range for this role is $73,800 to $129,900/year. The pay range may be slightly lower or higher based on the geographic location of the hired employee. The actual pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission or incentive program. RRD offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, maternity leave, adoption assistance, and employer/partner discounts.