Client Experience Manager

Job Description

About the Role:

As a Client Experience Manager with a focus on Mailroom Management, you will play a crucial role in ensuring the successful delivery of services to our clients. You will oversee the execution of service delivery processes, manage client relationships, and drive continuous improvement initiatives to enhance service quality and efficiency. This role requires strong leadership skills, effective communication, and a focus on meeting client expectations while adhering to service level agreements (SLAs).

Responsibilities include, but are not limited to:

• Understand the business requirements and unique culture of our client's business
• Serve as point of contact for our customer and remote centers
• Ensure client service level requirements are met
• Develop proactive and corrective action plans to meet the demands of the business
• Provide effective communication to direct reports
• Partner across our organization to ensure the needs of our client are exceeded
• Develop and Mentor for individual growth development
• Reporting generation and review
• Support internal Billing
• Remote site management

Key Functions include, but are not limited to:

• Ability to manage multiple and diverse services; driving and delivering high levels of client satisfaction
• Drive Key Performance Indicators, Service Level Agreements, Metrics, Scorecards, and Cost Savings Initiatives
• Support, lead, and manage client initiatives and requirements
• Achieve Accounts(s) revenue and provide Financial Oversight (Invoicing, Budget Attainment and Cost Controls)
• Provide operating expertise and guidance to front-line associates on matters regarding operations, quality, and customer care.
• Ensure Quality Control measures are correctly developed, implemented and monitored to support operation
• Capitalize on new or expanded services opportunities
• Support positive and professional work environment through effective coaching and mentoring for the development of staff
• Demonstrate commitment to company efforts to achieve a diverse workforce
• Sound judgment and logical decision-making to meet expectations of project scope and deadlines
• Contribution and delivery of Quarterly Business Reviews

Qualifications:

• 2-year college degree or Equivalent

Skills:

• Minimum of 2-3 years of front-line management experience
• Excellent Client Services Skills in a Corporate Environment
• Experience in Mail services and screening a plus
• Strong written and oral communication skills
• Self-Starter, takes initiative
• Strong sense of urgency
• Comfortable with technology: Microsoft Office and tracking applications
• Supports a Team-based philosophy
• Exhibits exceptional decision making and judgment
• Multi-task on several application platforms

"The pay range for this position starts at $60,000 annually; however, base pay offered may vary depending on job-related knowledge, skills, and experience. Bonus opportunities may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, dependent on the position offered