Client Services Director

Director Client Services

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 bestfor ourselves and our clients. At our core, we're a company that believes we can always create a better way.

General Purpose Of Job

The Director Client Services is responsible for directing the Client Services team to ensure work meets client expectations, grow business across the platform within existing key accounts and serve as key client contact for all projects and initiatives that are awarded. The Director Client Services will be responsible for providing on-site leadership and tactical support to ensure projects are managed with accuracy and follow through.

Key Responsibilities

This role needs to lead and manage sales and profitability among assigned accounts through five basic requirements :

• Retain account
• Grow account through increased services and revenue
• Improve profitability and EBITDA
• Increase client's sales, customer count and brand image
• Increase Quad's equity and worth as a partner supplier / company

Cross-Channel Strategy and Execution :

Assist with strategic account planning for identified accounts that includes participating in the development of strategic account plans (ongoing), leading QBRs, identifying achieving retention and growth targets, optimizing profitability, creating / managing account budgets and sales forecasting process.

Effectively manage and prioritize the needs of multiple brand stakeholders to ensure alignment and satisfaction across diverse client groups.

Direct and guide Client Services Managers and teams.

Build and maintain client relationships with low-level, mid-level and even senior-level management.

Develop long-term client partnerships that results in a mutually beneficial, growth-oriented business and working relationship.

Influence to provide opportunities to educate the client on Quad's services - directly or through the Client Services team. Lead the development of integrated solutions that leverage Quad offerings and are mutually beneficial for the client and Quad.

Assist in the development and execution of the client / agency contract and scope of work.

Ensure client is satisfied with performance of our Quad and level of service.

Act proactively to manage the business effectively.

Manage account staffing, budgets, time reports, and other operational procedures with an eye on overall account profitability. Additionally, ensure all account records and activity are completed within guidelines, policy and procedures.

Keep management informed regularly of events / issues that could impact client relationship.

Manage and assist on-site personnel. This includes interviewing, hiring and training employees; planning, assigning and directing work; evaluating work quality, appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Think strategically and tactically to meet client needs, to improve current services or to deliver new services.

Ensure Client Services teams provide thorough client input to the respective internal teams.

Ensure staff adheres to established processes and procedures to insure timely and accurate delivery of Client's services.

Develop marketing objectives, strategies and execution for current services, or prospective services that may be offered to the Client in the future, consistent with Quad's approved processes.

Oversee the development of estimates for new projects within establishing pricing guidelines.

Education

Bachelor's degree in advertising, communication, marketing or related field required or the equivalent. (MBA a plus)

Experience

Minimum 8 years of experience in account management; 3-5 years of Media or Retail experience, at least 4 years of management experience required.

Knowledge, Skills & Abilities

Successful track record of building internal / external relationships, and leading teams to meet and exceed goals and objectives.

Ability to inform, educate and influence managers and employees to support goals and objectives.

Ability to think strategically and act tactically in order to align Quad's services with customer needs.

Deep understanding of marketing strategy, creative, photography / videography, print production, media and digital.

Experience developing and managing to budgets.

Solid business acumen and knowledge to assess new business opportunities and when to change current account strategies.

Strong negotiation skills for setting deadlines and deliverables.

Knowledge of customer services, sales, retail structure, operations, account service / sales management best practices and proven ability to communicate and implement.

Ability to manage and develop staff in a highly interactive team environment.

Strong written and verbal communication and interpersonal skills.

Experience with MS Word, MS Excel, MS PowerPoint and Outlook.

Travel as required, temporary assignments (out-of-town).

Employees can be expected to be paid an annualized salary range of $115,000- $130,000 based on variations in knowledge, skills, experience and market conditions. We offer excellent benefits to eligible employees, including 401(k), holidays, vacations and more.

Quad is proud to be an equal opportunity employer. We are committed to creating a place of belonging a space where employees do not need to sacrifice who they are to exist and grow in our workplace. Quad does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or any other basis prohibited by applicable federal, state, or local laws. Quad also prohibits harassment of applicants and employees based on any of these protected categories.