Sr. Manager, Client Experience

Company DescriptionWhy join Avery Dennison:We are a global materials science and digital identification solutions company with locations in over 50 countries, and approximately 35,000 employees worldwide. As a science and innovation company, we believe that diverse teams are stronger teams. We are committed to fostering a culture of curiosity and courage, where you can grow your career with a company that has innovation in its DNA. Founded on creating real-world impact to enable a better future, we strive to provide an open, collaborative culture where diversity of thought is encouraged and respected. Hear from our employees about what it's like working at Avery Dennison. Learn more at Avery Dennison, some of the great benefits we provide are:LGBTQ+ Inclusive Care Program: This no-cost program helps you find doctors who will treat you with dignity and respect and who are experienced in providing compassionate, high-quality LGBTQ+ healthcare.401(k) Retirement Savings: You receive an automatic contribution of 3% of eligible pay (even if you contribute $0) plus a matching contribution of 50% on the first 7% of eligible pay you contribute.Paid Time Off: You start with 10 vacation days in your first year on the job.Company-Paid Life Insurance: Provides twice your base annual salary up to a $50,000 maximum at no cost to you.Job DescriptionThe Sr. Manager, Client Experience will have direct responsibility for managing client specialists and/or delivery coordinators on the Client Experience team. The Client Experience team will function as the primary communication and coordination conduit between our clients and a variety of Vestcom internal groups. The goal of the Sr. Manager, Client Experience is to maintain the highest levels of service and ensure their immediate team is staffed, trained and organized to support assigned clients efficiently and effectively as possible. In addition, this position will be charged with implementing process improvements that will support the goals of better production support, service, and improved communication across the organization. Success in this position will be characterized by highly satisfied clients and team members.Key Responsibilities:Manage and oversee associates responsible for resolving all client facing situations, issues, and service level agreement orders.Oversee and ensure reviews, account planning, project management, issue coordination, and day-to-day client communication activities are correct and complete.Oversee implementation of processes, procedures, and tools to increase the effectiveness of the team.Provide coaching, mentoring, ongoing training, and career development to team members to raise skills and professionalism across the board.Serve as the primary escalation point person for client issue resolution, satisfaction maintenance, and internal operating or department teaming issues while ensuring full compliance with internal controls and Sarbanes-Oxley Act 2002 Section 404 guidelines.QualificationsQualifications:Bachelor’s Degree in business, marketing, or a similar field is required.At least 5 years of management and/or business experience managing clients and employees, preferably in a service or manufacturing environment required.Thorough understanding of project management and resource management required, with preferred experience in the grocery, drug, and mass merchandise retail space.Excellent interpersonal, written, and verbal communication skills, with a proven ability to effectively present information and respond to questions from groups of managers and clients.Proactive problem-solving, time management, and organizational skills with the ability to pay close attention to detail, quickly earn trust, and adapt flexibly to a fluctuating work environment.Additional InformationThe salary range for this position is $109,000 - $146,000 / year.The hiring base salary range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting.Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate’s relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool.Avery Dennison reserves the right to modify this information at any time, subject to applicable law.Equal Opportunity Employer:Avery Dennison is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other protected status.Reasonable Accommodations Notice:If you require accommodations to view or apply for a job, alternative methods are available to submit an application. Please contact View phone number on click.appcast.io or [email protected] to discuss reasonable accommodations.Identity Verification Notice:To maintain the integrity of our hiring process and protect our candidates from identity fraud, we require video and/or in-person interviews. As part of this verification, we may also ask you to take a brief photo. This image is used exclusively to ensure identity consistency and will be permanently deleted once the hiring process concludes.