We have an exciting opening for a energetic and experienced candidate to head up the Client Services department at this innovative London based Print and Direct Mail facility. You will have a client centric approach in this continually evolving, dynamic and fast-paced environment.
Strong leadership, vision, and oversight within client relationships and people management are key aspects of the role and form part of day-to-day responsibility.
Key Responsibilities:
- A working knowledge of the range of services provided by the business.
- Manage Account Managers and their assigned clients, ensuring that the company is presented as a value-added solution provider to all their clients.
- Oversee support tasks undertaken by the Account Managers, for example managing issues and invoicing.
- Ensure that all documentation is correctly completed on time and in a presentable manner.
- To ensure that all documentation meets compliance requirements and that all jobs have an estimate, time and sequence plan, brief, clear work instructions and matrices, approvals, proof of delivery/postage and invoices available.
- To ensure that all invoicing is completed within 48 hours of completion of a job.
- Participate in team meetings for production status and pre-production meetings for new projects if required.
- To ensure that account managers keep Clients informed of the progress of their job daily.
- To be fully aware of the Client portfolio allocated and to track performance on each account to include full awareness or turnover and trends.
- To escalate and manage any issues internally through to client resolution and satisfaction.
- To monitor overall client satisfaction through Customer Satisfaction Surveys and scheduled review meetings.
- To attend key client review meetings and support account managers in identifying improvements and new opportunities when required.
- Ensure that invoices are closed off correctly and on time, so that the WIP correctly reflects work in hand.
- Ensure all additional costs are captured
- Establish strengths and weaknesses within the team and recommend changes and training where applicable for the team to be more effective.
- Manage workload to ensure it is evenly spread across the team and monitor volume and value of work undertaken by each account manager.
- Provide issue resolution, recording responses onto client issue logs
- Ensure that Account Managers are utilising Shuttleworth to the benefit of internal process and to maximise efficiencies in their daily workflow.
- Responsible for department personnel including appraisals, training, holiday management
- To work with Sales to effectively manage the introduction and on-boarding of new contracts
- Responsible for monthly Client reporting
- To ensure management reporting is produced monthly to reflect department performance
What we are looking for:
- Client/Customer management at board and operational level
- In depth knowledge of Direct Mail and Transactional Mail applications and processes
- In depth knowledge and practical understanding of; data, lithographic printing and finishing, digital & laser
- Knowledge of campaign led marketing communications
- The ability to deal with ambiguity and to work well with all levels of Stakeholders
- Understanding of commercial issues surrounding jobs and the need for invoicing jobs within 48 hours of completion of work
- Ability to implement and enhance improvement processes
- Understanding of responsibilities in regard to compliance issues and safeguarding the company
- Be able to generate innovative and effective solutions and added value to both meet and exceed client requirements
- Excellent interpersonal and communication skills
- Team player, able and willing to assist other members of their team and to contribute towards common team objectives
- Excellent understanding of Management Information Systems, Shuttleworth, Microsoft, Outlook
If you've led and mentored a team and have a background within both print and direct mail, we'd love to hear from you!