Client Experience Manager

We are in search of a proactive and relationship-focused Client Experience Manager (CXM) to be the pillar of support for our valued clients. As a CXM, you will be the primary contact for day-to-day client needs, ensuring seamless project management, efficient communication, and unparalleled client satisfaction. Working closely with the Client Experience Director (CXD), you’ll ensure that the brand experience is delivered consistently.

Objectives

Operational Lead:  As the day-to-day contact, the CXM ensures projects are managed efficiently, with timely communication and unparalleled client satisfaction.

Project Management:  Coordinates with various internal departments and external partners to ensure accuracy in project details and on-time delivery.

Collaboration:  Acts under the guidance of the CXD and collaboratively with the Client Experience Specialist (CXS), ensuring that the strategic vision is met through operational tasks.

Responsibilities

• Act as the primary point of contact for day-to-day client needs, ensuring timely and effective communication.
• Collaborate with internal departments, including Creative, Web Services, Operations, Warehouse, and Accounting, to ensure project details are accurate and delivered on time.
• Document all client interactions in our CRM system, including emails, calls, and texts.
• Display strong project management skills, ensuring that projects are executed seamlessly and granularly documented within Asana.
• Source, create, and deliver job quotes to clients within a 24-hour timeframe.
• Source and create job quotes for their assigned Clients within 24 hours of request.
• Responsible for creating Estimates, Sales Orders, and Purchase Orders.
• Enter orders into production based on Client-approve quotes.
• Oversee pricing and inventory integrity for assigned clients internally and in e-commerce systems.
• Review client and team reports, including sales, inventory, shipment, and usage reports, to advise Clients and CXD.
• Provide regular client updates to the CXD and the broader Client Experience Team.
• Actively engage in discovering new opportunities and updates within assigned client accounts.
• Prioritize and manage time-sensitive issues efficiently.

Requirements

• Proven experience in client relationship management and project coordination.
• Exceptional communication skills with a knack for building strong client relationships.
• Proficiency in using CRM systems and understanding of project management tools.
• Ability to work in a fast-paced environment and manage multiple tasks.
• A collaborative team player with an eye for detail.
• Eagerness to learn, adapt, and take on new challenges.

Join us in making a difference in our client’s journey. Apply now to be a part of our dynamic Client Experience team!