Client Relationship Manager - Romania

Schedule Type Full Time

ABOUT US

Communisis is in the business of marketing services. We optimise marketing activities by adding value to customer and prospect communications, online and offline. We work with our customers on the planning, creation and delivery of their marketing communications and POS materials. We have world-class specialist production and sourcing capabilities that can revolutionise our customer’s supply chain and produce communications whether they contain a marketing, compliance or customer service message in the form of a statement, e-mail, invoice, direct mailing or bill.

THE ROLE

To maintain and develop client-business relationship and ensuring excellent customer service and client satisfaction, including a mutually profitable, efficient and professional fulfilment service through total ownership of the account / contract including; P&L, Client Relationships, Sales / Business Development, Operational Ownership.

KEY ACCOUNTABILITIES

Management of day to day operations within the client including; receipt and ownership of projects / programmes including innovation and strategy in partnership with the client

Management and motivation of a first class customer service orientated team providing instore POS material and associated marketing services in respect of the clients contract for a defined country or geographic area and any associated locations, co-ordinating the client’s requirements to deliver services, products, and solutions. KPI : 95% satisfaction surveys

Deliver contracted service levels, quality standards and committed deadlines to ensure client satisfaction. Maintain these with the ‘buying team’ and ‘Business Admin’ teams KPI 95% accuracy on WIP and / or client reports

Responsible for the day to day direction of Business Process Coordinator(s) and Buying Specialist(s), ensuring capability and delivery is in line with business requirements. Handling escalations and interventions as required to ensure delivery for the client in line with SLA and expectations.

Respond to and seek out opportunities within the Account to develop profitable business, including the creation and delivery of proposals, quotations, pitches and presentations to build new and develop existing business opportunities. KPI : Identify opportunities for growth

Develop and implement account plans to deliver incremental and sustainable profit growth KPI : prepare budget forecasts in advance with key client stakeholders

Effective and motivational communication strategy for the team, which links to the Account team comms plan managed by the Account Director.

In collaboration with other Client Relationship Manager and Country Manager, share best practice and design, drive and deliver continuous improvement initiatives which grow and develop service excellence. KPI : Deliver annual strategy’s with account leadership

Build and develop sustainable client partnerships, identifying and managing key decision makers, stakeholders and influencers

Compiling management information and reports to document and drive; innovation, best practice, SLA adherence, savings and initiative visibility; presenting the information at monthly / quarterly review meetings and ad hoc as required

Managing financial performance to ensure that sales and contribution targets are met. Deliver budgeting and P&L forecasting. Deliver monthly invoicing and creation of invoicing MI for Account Managers.

Taking personal accountability for new product implementation projects.

Liaise and maintain the relationship with relevant 3rd party suppliers alongside the buying and sourcing teams

EXPERIENCE

Experience within a similar or transferable role

Client facing experience

Experience managing projects would be helpful

Sales experience or willingness

Experience in a blue chip compliance environment

Knowledge or experience of print industry (for example, cardboard retail displays, leaflets or posters)

Some exposure to Point of Sales, Permanent / SemiPerm, Premium or service industries

Polished professional communication and presentation skills

Bi-lingual Language skills – Romanian & English

WE EMBRACE INCLUSION, EQUALITY AND DIVERSITY

Communisis is committed to creating a great place to work for everyone, celebrating the things that make everyone unique and delivering an inclusive and diverse business that is reflective of our communities. We recognise and value the benefits to the business and colleagues that is gained by embracing inclusion, equality, and diversity – we encourage people to be themselves at work and want to create a true sense of belonging.

We will ensure that our colleagues are working in safe environments and continually seek ways to reduce the chance and incidence of harm, and this includes both the physical and mental wellbeing of all.