Client Services Supervisor

GENERAL PURPOSE OF JOB

The primary role of the Supervisor Client Services is to work onsite with the client, managing the execution of multiple, complex projects in support of the client's visual merchandising campaigns. The Supervisor is responsible for retention and growth of the existing client base through individual efforts and efforts of the client services team to deliver profitable quality service. The Supervisor will manage a team that support and manage client assignments. Supervisors will work closely with client to develop project timelines, including communicating key dates to all parties involved in the project. Supervisors must demonstrate a positive attitude and communication in this client-facing roles

KEY RESPONSIBILITIES

• Support your assigned client team in various aspects and stages of project execution
• Learn and enforce the client's processes and approval workflows; become the subject matter expert within your assigned category
• Execute full lifecycle project management for visual merchandising campaigns, including (but not limited to) analysis of client project requirements, scoping, scheduling, approvals, timeline adjustment - including working with creative and production on-site teams as necessary
• Constantly manage client expectations, as well as those of other agency and vendor partners
• Act as an advocate and primary liaison between client and internal creative/production teams
• Work closely with internal teams and client cross-functional teams to create appropriate timelines specs and RFQs; Clearly communicate those to client
• Supervise and manage assigned team to ensure client deadlines and quality are met, including all account records and activities are completed within guidelines, policy and procedures.
• Identify potential risks; manage communication and change control processes when necessary
• Provide Sr Manager Client Services and/or client with real-time status on projects and as requested
• Build and maintain client relationships with low and mid-level management.
• Act proactively to manage the business effectively.
• Keep management informed regularly of events/issues that could impact client relationship.
• Supervisory responsibilities include: interviewing, training, planning, assigning and directing work; evaluating work quality.
• Provide thorough client input to the respective internal teams.
• Evaluate and monitor the quality and performance of all services provided to the Client by Quad.
• Take a proactive role to improve workflow process and job profitability.
• Work with the Sr Manager Client Services to recommend training, education and professional growth for Client team members.
• Directly mentor team of project managers to exceed Client-set expectations for communication, professionalism and preparedness.
• Lead monthly print vendor calls on behalf of the Client,
• Own key high-profile category projects end-to-end for assigned area of responsibility.
• Lead special projects, as assigned.

JOB REQUIREMENTS

Appropriate education and/or experience may be substituted on an equivalent basis

Education: Bachelor's degree in advertising, communication, marketing or related field required.

Experience: Minimum 4 years of experience including: retail marketing, corporate marketing department and advertising agency.

Knowledge, Skills & Abilities:

• Ability to inform and educate staff to support goals and objectives.
• Understanding of visual merchandising strategy, production design, print production, graphics fulfillment and logistics.
• Knowledge of customer services, retail structure, operations, account service/sales management, best practices and proven ability to communicate and implement.
• Ability to supervise and develop staff in a remote and/or hybrid team environment.
• Ability to respond quickly and effectively to clients'' needs and issues.
• Strong written and verbal communication and interpersonal skills.
• Ability to understand and communicate issues verbally and in writing to clients, associates and management.
• Ability to relate to and develop relationships with Client's low and mid-level management.
• Ability to understand and manage the execution of tasks to achieve Client's business goals.
• Ability to achieve a spirit of teamwork and cooperation within the Client Service team
• Ability to handle many issues, items and functions at one time and deal rapidly with multiple items in prioritized sequence.
• Ability to set and prioritize goals and achieve them as scheduled.
• Demonstrate flexibility to adjust to rapidly changing requirements and schedules.
• Demonstrate an analytical approach to problem solving.
• Demonstrate the ability to act on own initiative.
• Ability and willingness to take direction from superiors.
• Ability and willingness to seek suggestions from peers and employees.
• Ability and willingness to build and maintain positive relationships quickly.
• Demonstrate willingness to work together with peers and other Quad departments to improve quality and performance.
• Experience with MS Word, MS Excel, MS PowerPoint and Outlook.
• Travel as required, temporary assignments (out-of-town).
• Basic understanding of remote conductivity to communicate with Quad headquarters.
• Familiarity with Monday.com, CrossCap, ServiceNow, Workfront and PowerBi preferred

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Employees can be expected to be paid an annualized salary range of $70,000-$85,000.00, based on variations in knowledge, skills, experience and market conditions.

As a global marketing experience company, Quad's goal is to help our clients win every day. We use our data-driven integrated marketing and manufacturing platform to streamline solutions for our clients, reduce friction and enhance their marketing spend effectiveness. We've built a rich legacy by believing in our people, allowing them to act like owners and to take charge of their own success. Whether an operator, sales rep, a graphic artist or a clinician, we're all driven to perform at our best- for ourselves and our clients. At our core, we're a company that believes we can always create a better way.