Job Description

For over 150 years, RR Donnelley has helped businesses connect with audiences through the power of words and images. With our numerous complementary capabilities in creative and design services, content management, digital and print production, data analytics, supply chain management, business process outsourcing and logistics, RR Donnelley can power its more than 60,000 customers to create connected experiences with their customers.

SUMMARY DESCRIPTION:

The primary function of this role is to coordinate In-Store Marketing Service Team efforts and facilitate execution of all activity in support of ISM clients. This role will provide critical leadership to the Client Services team, setting pace for exceptional service provided to ISM Clients.

Responsibilities

* Understand, communicate and set pace for the goals & strategies of ISM leadership, to the Client Services Team
* Coordinate and manage the workload within the Client Services Team, including taking the lead on special Client or Implementation related projects
* Clearly define and establish Team member role expectations, and develop and manage growth plans for each team member, and review progress and feedback on a quarterly basis (or as needed)
* Facilitate and own the yearly performance review and goal setting processes, as well as facilitate the positive counseling process as needed
* Identify and advocate for the resolution of any roadblocks or issues preventing the team from executing on Client service needs
* Identify coaching and training needs of team members, and coordinate the appropriate training, word aid development and implementation plans
* It is ultimately your responsibility, through the above points, to position each and every team member for success
* As needed, coordinate critical and high profile projects across service & other internal partners to ensure flawless execution
* As the Client Services team supervisor, on behalf of ISM clients and sales, you may be required to lead conference calls, webinars, & participate in QBR reviews and similar activities.
* As needed, understand and help coordinate or manage complex ISM client work. This includes the ability to understand complex logic associated with building ISM promotions, usually including multiple items to be used for the creation of various kit configurations for wide distribution.
* Oversee the development and implementation of quality controls, work aids, support documents, and checklists all designed to ensure Client program success
* As needed, provide pre-sales support through the identification and description of Support services and workflows, and staffing requirement estimates
* Participate and oversee the team's involvement in Corrective Action root cause assessments and resolution plans with actionable improvements
* Expectations include performing other related duties and participation in special projects as assigned.

Required Skills

Experience/Education: 5+ years in Customer Service role required, preferably with In-Store Marketing specific experience. Previous experience as a Supervisor, Team or Project Coordinator required.

Bachelor's Degree, or HS diploma plus comparable 5+ years of relevant service experience directly related to the duties of the job.

Qualifications:

* You must have the ability to evaluate Client Services team members skill set in relation to work assignment and capacity.
* You must have the ability to evaluate performance, identify areas for improvement & recommend an improvement training plan for Client Services team members.
* You must possess the ability to establish your own priorities based on leadership goals, and set pace for the Client Services team.
* You must have the ability to follow company policy and understand any rules or regulations governing the work being completed.
* You must have the ability to understand & interpret ISM strategies related to campaign execution, especially in regards to complex data ingestion & promotion logic.
* You must have the ability to understand the impact work has on the ISM service chain and overall platform
* In order to complete duties successfully, you must have very good knowledge of technology to include computers and software, especially MS Office, MS Excel, or other programs that may be specific to the job.