Director of Client Services

Position: Director of Client Services

Reports To: VP of Business Development

Hours: Monday - Friday, 8:30 am - 5:00 pm 

Compensation:  $62,000 -  $74,000 + Commission

The Mailworks is a woman owned family business specializing in the creation and distribution of direct mail campaigns for a nation-wide customer base. The Mailworks operates 24 hours a day, usually 6 days a week. The team of 90+ employees range from executives, marketing specialists, designers, developers, and production workers.  

As the Director of Client Services (DoCS) you will be responsible for leading and managing the client services team, ensuring exceptional client relationship management and high department efficiency. A key responsibility of this role is monitoring client volumes, identifying and analyzing both upward and downward trends in client engagement, then using these insights to make proactive and informed decisions to maintain client satisfaction. Strong communication skills, work ethic, a growth mindset, and commitment to deadlines are necessary to be successful in this position. You will collaborate closely with various departments, including Creative Development, Sales, and Marketing.

Supervisory Responsibilities: 10-15 client services team members

Duties:  

LMA

• Lead, manage, and hold accountable the client services team, ensuring high performance

• Train, coach, and mentor new Account Managers, Account Coordinators, and Program Managers on industry best practices and client management strategies

• Conduct weekly team meetings to engage and align the client services team with organizational goals

• Monitor team performance and provide regular feedback and coaching to enhance skills and capabilities

• Conduct quarterly performance evaluations, set individual goals, and offer constructive feedback to support growth within the team

CLIENT RELATIONSHIP MANAGEMENT

• Develop and maintain strong relationships with key clients, including regular review meetings and strategic consultations

• Oversee the client communication strategy, including announcements for new services, price changes, and industry news

• Oversee and provide guidance on client strategy, ensuring high client satisfaction

• Monitor client metrics, including order volumes and frequency, to identify trends in client activity 

• Proactively identify any decreases in client numbers or engagement, and develop strategies to re-engage or improve client satisfaction 

• Regularly report on client metrics to leadership

• Handle escalated conflict resolution, ensuring effective and satisfactory outcomes for both the client and the company

• Monitor and analyze client feedback to continuously improve service offerings and client engagement strategies

• Support at-risk accounts with tailored direct mail strategies to improve client satisfaction and retention

• Identify and monitor client Net Promoter Score (NPS) to identify upwards and downward trends

DEPARTMENT EFFICIENCY AND PROCESS IMPROVEMENT

• Develop and maintain strong knowledge of proprietary ordering platforms for both training and issue resolution

• Enforce and refine departmental processes and procedures, with supporting SOP’s, to ensure efficient and timely completion of weekly deadlines

• Identify and implement opportunities to increase department efficiency and productivity

• Ensure proper use and maintenance of CRM system for accurate tracking, reporting, and management of client interactions

BUSINESS DEVELOPMENT AND ACCOUNT ACQUISITION

• Manage the onboarding process for new accounts, including account manager assignment and ensuring account managers are advising on the best direct mail strategies

• Assist in sales opportunities and participate in trade shows to support business growth and client acquisition

• Collaborate with VPoBD, DoM, and DoS to align client service strategies with overall business growth objectives

• Contribute to new business initiatives, including pitches and proposals, leveraging insights from client service experiences

STRATEGIC PLANNING AND INDUSTRY ANALYSIS

• Develop and implement industry-specific direct mail strategies to enhance client success and departmental effectiveness

• Regularly analyze client volumes to spot trends, and report on overall departmental performance and order volume

• Proactively engage with the Program Managers to evaluate testing programs ensuring they meet clients in need of additional creative support

• Stay informed about industry trends and innovations to ensure the company's services remain competitive and relevant

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Required Skills/Abilities: 

• Experienced in Adobe Suite

• Experienced in Google Suite

• Creative Thinking

• Experienced in large language models such as Chat GPT 

• Excellent communication skills, both written and verbal

• Project Management

• A polite, friendly and diplomatic manner

• Integrity, reliability and maturity

• Strong interpersonal skills

• The ability to prioritize and manage several different tasks at once

• An excellent understanding of client care

• The ability to work effectively and accurately within strict deadlines

• The ability to solve problems as they arise

• Excellent organizational skills

• The ability to work independently and within a team environment

• Excellent attention to detail

• No prior experience in healthcare marketing or direct mail marketing is required

Physical Requirements: 

• While performing the duties of this job, the employee is regularly required to talk or hear . The employee frequently is required to sit; walk; use hands to finger, handle or feel; and reach with hands and arms.

Success Indicators

• Maintains a motivated and engaged team, as indicated by low turnover rates and positive team feedback.

• Demonstrates ability to develop and maintain strong client relationships with key accounts.

• Demonstrates an in-depth understanding of client needs and aligns services to meet these needs, resulting in enhanced client trust and loyalty.

• Demonstrates exceptional conflict resolution skills, maintaining professionalism and poise in all interactions.

• Maintains department efficiency with consistent meeting of weekly deadlines.

• Maintains clear, effective communication channels with leadership regarding client updates, volume trends, and potential business opportunities.

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.