Job Order Detail

Description

The Client Communications Manager is responsible for overseeing the Marketing Services Communications team, managing daily activity, team growth, training, and being the strategic center of the team

Responsibilities
Improve customer service experience, create engaged customers, and facilitate organic growth within Marketing Services
Take ownership of our customers issues and facilitate the resolution of those problems
Meeting Service Level Expectations around wait times and resolution times
Improving Customer Satisfaction score
Assist with administrative functions to drive improvements to processes and techniques
Work with team members on escalations and resolve them as quickly and efficiently as possible
Oversee incoming orders and customer requests
Manage and motivate teams to achieve SLAs and provide great service to our partners and customers, while supporting a positive and professional learning environment
Facilitate the ongoing training of team members as needed to help them perform their duties at the highest level
Complete weekly 1on1s with team members and report team development
Manage a high-performing team in a fast-paced environment while helping the team reach goals
Ensure the team does not have any overdue or pending tasks and is meeting deadlines

Skills & Qualifications
Exceptional interpersonal, customer service, problem-solving, communication, and conflict resolution skills
Proven experience in a leadership role
Ability to translate skills to other employees through training and mentoring
Thorough understanding of Digital Marketing  
Knowledge of management principles and familiarity with company products, services, and policies
Strong coaching and leadership skills with the ability to motivate employees
Proficiency with the necessary technology, including computers, software applications, phone systems, etc