Company Description

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

Job Description

The Client Services Director for GO Creative is the face of RR Donnelley, serving as a liaison between the client and our operations group, providing guidance for account strategy and driving client development activities.  

Work Structure: Hybrid

Responsibilities:
Client Relationship Management

Primary escalation point for the client for operational issues and customer inquiriesUnderstand client work demands and ensure on-site, near-site, and offshore teams meet outlined service commitments and expectationsOwnership of the client communication strategy in collaboration with each customerCoordinate weekly/monthly client meetings with operations and/or sales teams. Assist in the creation of operational action plans and issue resolutionEstablish SLA reporting with operations team and client, work with Operations team to deliver as agreed upon with the client. Review and interpret information to proactively identify and resolve issuesCoordination and delivery of Quarterly Business Reviews across accounts within the scope of responsibilityAssist Business Development in the creation of and track annual account plans to promote relationship mapping, organic revenue growth, and client satisfactionSupport operations team to coordinate the development of a process improvement plan to enhance operational and financial performanceTrack/analyze revenue varianceOwnership of RRD's account strategy to meet client's goals and ensure consistency, accuracy, and compliance across all accounts. These activities include:Schedule and conduct periodic meetings with client senior management and Business Development to understand the current business landscape, as well as upcoming changes. Understand the impact on the client's environment and services provided by RRDUnderstand the client's long-term objectives and work with them to define and develop relevant goals and initiativesCoordinate reviews of client operational metrics, translate metrics to business information, and oversee the development of resulting action plans as agreed upon with the client. Facilitate operational planning for upcoming client business eventsProvide 'thought leadership' by coordinating and researching benchmarking studies/whitepapers, delivering presentations on strategic topics related to the services provided, and consulting with clients on best practices provided by RRDDevelop a trusted relationship with the client, enabling issues and opportunities to be addressed with a spirit of partnership

Client Development

Gain a deep understanding of the services that are delivered to our clients and make recommendations to enhance the process in turn bringing added value to the client relationshipApply process, technology, and staffing knowledge to assist in the development of solutions for existing and new clientsFor new clients, support the Business Development Director by contributing to the proposal process through client site visits, solutions development, staff configuration recommendations, proposal content, and other information as requiredFor existing clients, support the development of an account plan to identify new service and expansion opportunities. Work with sales resources to review, approve and present proposals, statements of work, and quotes for services. Facilitate meetings with appropriate business heads and the client to finalize all pricing and contractual documentsProvide implementation support to ensure that client requirements are understood including service solutions, required timeline, procurement needs, staffing requirements, service levels, etc.

QualificationsBachelor's degree with 8 or more years of relevant Business Process Outsourcing(BPO) industry experienceKnowledge of client industry and its standards and processesPrevious experience/general understanding of client-focused solutions and account managementStrong project management experience, and knowledge including strategic planning, sales support, product design, service application, logistics, and marketingDomestic and international Business Process Outsourcing (BPO) experienceProficient in MS Office Suite (including Word, Excel, and PowerPoint)Ability to work in a fast-paced environment that handles time-sensitive and secure transactionsMust possess strong people management skillsAbility to manage multiple projects and relationships simultaneouslyDetail-orientated and able to support a team of client service specialistsExcellent writing skills are essentialStrong interpersonal and communication skills including a firm and patient demeanorAbility to anticipate customers & needs and match them with appropriate products and servicesOccasional travel to client offices may be required

Additional Information

The national pay range for this role is $88,200 to $156,800 annually. The pay range may be slightly lower or higher based on the geographic location of the hired employee. The actual pay offered may vary based upon, but not limited to: education, skills, experience, proficiency, performance, shift and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission or incentive program. RRD offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, maternity leave, adoption assistance, and employer/partner discounts.

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RRD is an Equal Opportunity Employer, including disability/veterans