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Client Relationship Manager
2 months ago
POSITION SUMMARY
Matthews International is seeking a Client Relationship Manager to oversee a 6-month Fixed Term Contract. This role involves close collaboration with the Account Director to ensure the effective management of client accounts and the associated team. The ideal candidate will possess a natural talent for mentoring, motivating, and listening, demonstrating exceptional interpersonal skills to meet client expectations at the highest level.
The Client Relationship Manager will be adept at juggling multiple responsibilities, possessing comprehensive knowledge of each prominent project to guarantee that client requirements are fulfilled and operational protocols are adhered to.
In the absence of the Account Director, the Client Relationship Manager will take charge of team management and client inquiries.
This role requires the ability to address client questions and assist the Internal Client Coordination team with various projects, particularly significant redesigns or high-profile initiatives. Flexibility regarding client and internal processes is essential to achieve objectives, along with a proactive and adaptable mindset.
A strong business acumen is crucial, with a proven ability to recognize opportunities and enhance the profitability of the account. The Client Relationship Manager will also be responsible for accurate financial oversight and reporting in collaboration with the Account Director.
The candidate should possess solid technical expertise, enabling them to make informed decisions independently, without the need for technical assistance.
JOB RESPONSIBILITIES
Team Management
Provide comprehensive support to the Account Director across all facets of client accounts. Oversee daily project operations to ensure client satisfaction and support for the internal team. Train, inspire, and develop the Internal Client Coordination team to foster a cohesive unit that consistently delivers results. Collaborate with the Operations team to ensure smooth project briefings, drive performance to meet service level agreements (SLAs) and key performance indicators (KPIs), and work with team members to enhance their performance. Organize and document monthly team meetings, ensuring all pertinent topics are discussed. Conduct a review of query management with the team to facilitate timely delivery from the Operations team. Analyze trends during monthly meetings and set personal objectives for relevant team members. Act as the Studio Liaison Manager, managing urgent priorities with Operations Supervisors and facilitating delivery. Support and lead daily and weekly production meetings. Assist the Account Director in recruitment efforts for the account, monitoring employee absences. Collaborate with the Account Director to compile volume data for future planning needs. Ensure regular meetings with the Account Director to assess performance against expectations, provide feedback on KPIs, and identify growth opportunities. Maintain and nurture relationships with senior client personnel. Ensure effective financial management of the account, including assisting with periodic invoicing alongside the Account Director, as seamless financial oversight is critical. Serve as a reliable partner for the Account Director, covering for absences to ensure uninterrupted client service.Client Relations
Maintain relationships with all members of client teams, addressing any issues promptly as they arise. Participate in all high-profile projects. Provide support during weekly client meetings, serving as the first point of escalation for troubleshooting and assistance. Identify opportunities to cross-sell services from other business areas beyond basic artwork and repro, discussing these with the Account Director. Cultivate and strengthen existing relationships with clients through regular communication and meetings.QUALIFICATIONS / REQUIREMENTS
Previous managerial or supervisory experience. Strong organizational abilities with a talent for multitasking. Excellent verbal and written communication skills. Attention to detail. Flexible and dedicated work ethic. A collaborative team player with a proactive approach. Professional appearance and demeanor. Approachable and reliable. Proficient in Microsoft Office and Adobe Acrobat. Familiarity with industry web-based briefing and approval systems. Knowledge of print or repro processes. Understanding of design, retail, branding, and packaging.#LI-CW1
