Director - Client Services

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

The Director of Client Services will lead a team of service professionals who have a high degree of client interaction – cultivating, influencing, owning, and managing client relationships – for one of RRD’s largest in-house agency accounts. Functions as the trusted advisor, collaborates with RRD stakeholders and external print and service providers, and oversees Client Service staff. Responsible for revenue growth, expanding products and services, offering alternate revenue streams, and the retention of the account. This position will lead efforts relating to strategic initiatives, compliance with contractual targets, and meeting performance metrics. Provides direction and guidance for Client Service staff who manage multi-channel communication projects within the portfolio. Sets direction and priorities, as well as mentors, coaches, and develops Client Service members. The position will require extensive collaboration with clients, RRD stakeholders, and external print and service providers.

Responsibilities:

• Ownership of management activities for a group of service professionals who are focused on client activities – either vertical service or national service - that enable our Sales Organization to focus on selling activities.

• Collaborates with other leaders on strategic initiatives for the RRD Service team.

• Drives service excellence and customer satisfaction on behalf of clients and RRD.

• Serves as next-level escalation and removes roadblocks for the Management team.

• Provides updates to Leadership on all team activities and client activity.

• Assesses capacity and capabilities of Client Services staff, manages Client Services efforts, and executes tactical Client Services plans.

• Co-owns with sales leader the development and delivery of services that create differentiation for RRD.

• Manages 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 management team to ensure all Customer compliance procedures and the health of clients are met.

• Succession planning to develop team members for future growth and minimize disruption of service.

• Mentor team members in the development of client relationships, interactive skills, project management, use of tools and/or systems - as well as management skills.

• Review monthly reports with management staff to identify any actionable plans and ensure teams are meeting expectations for clients and RRD.

• Continual review of staffing and workloads.

• Distribute work as necessary.

• Sets direction and works with management team members to create processes for specifications, quoting, invoicing, reporting, inventory management, and order entry.

• Develops and prepares presentations for and with Sales containing account activity and new business opportunities.

• Consult with other business leaders to ensure the success of new implementations and client onboarding.

• Provide escalation if expectations are not met.

• Manages employee ongoing performance evaluations and ensures compliance with all required corporate online training

• Owns the overall health and performance of the service team, as well as clients serviced on the team.

• Performs other related duties and participates in special projects as assigned.

• May be required to work occasional weekends and holidays as needed.

• Occasional travel may be needed.

• 4 Year / Bachelors Degree (Or commensurate experience).
• Minimum 15 years of relevant work experience.

Skills & Certifications:

• Articulates programs, policies, and procedures in language that is 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 client.

• Able to write with the clarity and precision necessary for the work being performed.

• Excellent knowledge of computers, MS Office, Google Drive/Chrome, Excel.

• 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.

• Applies broad work experience and knowledge when analyzing complex problems.

• Must be able to consistently identify critical elements, variables, and alternatives to develop solutions for multiple accounts.

• 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.

• Organizes/prioritizes existing resources and incorporates 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 ability to proactively listen to others to understand issues and situations and professionally manage conflict resolutions among team members, across departments, and divisions.

• Excellent critical and analytical thinking skills in order to design, implement and manage complex programs and solutions.

• Previous leadership experience is required.

• 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's current salary range for this role is $117,700 to $188,400 / year. The salary range may be adjusted

based on the applicable geographic location of the hired employee, and the range may change in the

future. At RRD, it is not typical for an individual to be hired at or near the top of the range for their role and

compensation decisions may vary based upon, but not limited to education, skills, experience, proficiency,

performance, shift and location. Depending on the role, in addition to base salary, the total compensation

package may also include participation in a bonus, commission or incentive program. RRD’s benefit

offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with

company match, life insurance and other voluntary supplemental insurance coverages, plus parental

leave, adoption assistance, tuition assistance and employer/partner discounts.

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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans