Director, Client Experience

Opportunity 

The Senior Manager of Client Experience provides overall leadership and strategic direction for the Client Experience department. This role is responsible for the overall health, retention, and growth of the client portfolio by overseeing all Client Experience Managers and their respective teams. Reporting directly to the VP of Operations and Supply Chain, this role will define the department’s vision, establish operational benchmarks, and ensure the organization delivers world-class service that aligns with business objectives.  This role will ensure all reporting managers have teams that are staffed, trained and organized to support assigned clients efficiently and effectively as possible. In addition, this position will work with all reporting managers 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, managers, and team members 

Key Areas of Responsibility 

• Develop and execute a comprehensive client experience strategy that supports long-term business growth and differentiates the company in the retail, grocery, dollar and drug sectors.

• Direct responsibility for the Client Experience department budget. Optimize resource allocation and ensure the department meets annual financial and productivity targets.

• Drive the continuous improvement of internal processes and the adoption of scalable technologies to improve service delivery and operational margins.

• Drive the strategic evolution of omnichannel support models, ensuring a frictionless client experience across both traditional print and emerging digital media, including electronic shelf labels (ESL) and interactive digital displays.

• Lead, mentor, develop, and hold accountable a team of Client Experience Managers. Ensure consistent application of management standards and performance metrics across the entire department.

• Orchestrate a department-wide talent plan, focusing on succession planning for management roles and ensuring a culture of ongoing professional development.

• Oversee the collection and analysis of client data - both subjective and objective - and business reviews to proactively identify market patterns and internal vulnerabilities.

• Serve as the ultimate point of escalation for critical client issues. Act as the "voice of the customer" at the leadership level to influence product development, production, and corporate strategy.

• Ensures compliance with internal policies, procedures and internal controls in accordance with the Sarbanes- Oxley Act 2002 Section 404.