Client Services Manager

Customer Service Hanover, Maryland


Description

Client Services Manager

Match Marketing is an activation agency focused on inspiring consumer purchases through seamless experiences. From online to offline, and in store to our store, our expertise reflects the lives of the connection shopper.

We are continuously seeking the best of the best talent. We believe that our employees are the key to our company’s success. We value solutions, innovation and strategic thinking, and are seeking individuals to join our Client Services team into the future.

Under the direction of the VP of Client Services, the Client Service Manager will work directly with the Client Services team members to successfully execute our retail merchandising programs.

The overall goal of each Client Service Manager is to ensure tasks in relation to their projects are executed on time, meet our client’s expectations, and delivery high quality results. Additional duties include:

Communications

  • Central point of contact for all internal communication between sales or account management, clients, and the field operations team.
  • Daily conversations with and updates to your clients throughout the planning, execution and reporting process

Project Development & Management

  • Development of and adherence to all project timelines and deliverables based on scope work and standard lead timesBuilding jobs in an Oracle system on-time & accurately
  • Development, planning and attendance at training sessions, client meetings, etc.
  • Operational field execution reviews, regular project checks – for your program and other projects Weekly client reporting Management and timely follow up on any field issues

Cost & Profit Management

  • Issue work orders for all projects (in conjunction with Sales person)
  • Prepare Jobs Cost Estimate for all programs
  • Management of Revenue and Profit Budget and profit for all projects
  • Ensuring that the Work Order is signed by the client prior to the start of the program
  • Working with the Finance department to send invoices to clients in a timely and accurate manner, per the work order
  • Notifying clients of any job cost overruns immediately and in writing
  • Management of all spending for all jobs (manpower, travel, shipping, fulfillment, etc.)
  • Delivering profitable programs

Client Retention and Organic Business Development

  • Working with sales team build our client base vertically and horizontally based on service & execution excellence
  • On-going follow up with existing clients to build business
  • Travel to client HQ for sales pitches and consultative recap reporting

 

The ideal candidate will possess strong presentation skills, problem solving tactics, excellent written and verbal communication, strong work ethic, and be proficient in MS Excel (i.e. creating pivot tables, filters, performing V-Look Ups and Countifs, sorts, etc.)

 

  • Hours: Monday - Friday (8:30 a.m. to 5:30 p.m.)
  • Travel is required for client visits, time in motion studies, field visits. etc. (25-30%)
  • Availability to be on call as needed to meet client expectations
  • Previous Client Service, Retail, and Planogram Experience is a Plus!