Group Manager, Client Relationships

General Purpose of Job

The Group Manager Client Relationships (GMCR) leads a team of client relationship professionals to ensure exceptional service delivery, maintains strong client relationships, client satisfaction, and long-term partnership growth. The GMCR is highly effective at training team members on relationship management, issue resolution, client solutioning and timely coordination of deliverables.  This role is responsible for developing relationship strategies, mentoring team members, and serving as a senior point of contact for high-value clients while executing on day-to-day responsibilities.

Key Responsibilities
 

Leadership & Team Management

• Lead, coach, mentor and manage a team of individuals who act as the primary liaison between the In-Store business and its clients
• Provides coaching and training to ensure a Best-in-Class client and business approach
• Foster a collaborative and high-performance team culture
• Assign resources to new and evolving accounts, ensuring the best alignment between team capabilities and client needs.
• Champion the use of appropriate systems to track and manage account activities ensuring compliance and visibility across all projects
• Contribute to the recruitment, training, and development of the team, fostering a culture of high performance and collaboration.

Client Relationship Management 

• Oversee key client accounts and ensure high levels of satisfaction and retention
• Develop and maintain strong client relationships, gaining a deep understanding of their business models, needs and goals to provide customized solutions
• Monitor client and team feedback and implement strategies for continuous improvement
• Travel to client sites as needed for consultation, support, relationship building and quarterly business reviews
• Establish best practices in servicing and managing client expectations and deliverables
   

Cross-Functional Collaboration

• Collaborate with internal teams to develop efficient and improved processes that reduce hand-offs, increase speed and ensure accuracy 
• Establish best practices and drive standardization to allow for long-term automation

Issue Resolution & Escalation: 

• Monitor client satisfaction and proactively address issues
• Act as an escalation point for complex client issues or evolving business needs, adjusting strategies and processes as needed while ensuring timely resolution and effective solutioning to maintain alignment and satisfaction
• Act as an escalation point for pricing, schedules and all pre-sale/opportunity needs to ensure that all solutions meet client specifications
• Escalate critical matters to appropriate stakeholders when necessary

Project & Service Coordination

• Oversee the delivery of services of project milestones for the holistic team
• Develops and drives alignment between client expectations and internal execution to meet or exceed Service Level Agreements (SLAs) and key performance indicators (KPIs)

Job Requirements
 

Education: Bachelor’s degree in Marketing, Business or related field
Experience: 5+ years of experience in client relationship management with at least three (3) years in In-Store Marketing, POP or signage/graphics

Knowledge, Skills & Abilities:    

• Strong understanding of In-Store print production processes, structural design, materials, in-store marketing, retail environment and retail marketing
• Proven leadership skills with the ability to mentor and manage a team
• Excellent communication, conflict resolution, negotiation and presentation abilities 
• Ability to coach team members on handling client needs, expectations and escalations
• High attention to detail
• Ability to set clear goals, provide feedback and hold team members accountable
• Strong understand of client service principles and relationship management
• Active listening and empathy to support both clients and team members
• Ability to communicate clearly across departments and with leadership
• Ability to analyze client feedback and team performance to drive improvements
• Ability to oversee multiple client projects and deliverables simultaneously 

• Strong organizational skills to manage timelines, deliverables and resources

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