Client Experience Manager-Mail and Shipping Receiving

Full-time - Mid Level

Detroit, MI

1,001-5,000 employees

Administrative and Support Services

About the position

The Client Experience Manager is responsible for overseeing the delivery of services to clients, ensuring that service levels meet or exceed customer expectations. This role involves leading a team focused on managing client relationships, resolving service issues, and implementing service improvement initiatives, requiring strong leadership and customer service skills.

Responsibilities

• Build and maintain strong relationships with clients, serving as the primary point of contact for service-related inquiries, escalations, and issues.
• Oversee the delivery of services to clients, ensuring that service levels, performance metrics, and contractual obligations are met or exceeded.
• Lead and manage a team of service delivery professionals, providing guidance, support, and direction to ensure high performance, productivity, and morale.
• Identify opportunities for service improvement and optimization, working closely with internal teams and clients to implement process enhancements and best practices.
• Address service issues, concerns, and complaints raised by clients in a timely and effective manner.
• Implement corrective actions and preventive measures to minimize service disruptions and improve client satisfaction.
• Monitor key performance indicators (KPIs) and service metrics to track performance, identify trends, and measure progress towards service delivery goals.
• Prepare and present service performance reports, including metrics, trends, and insights, to internal stakeholders and clients on a regular basis.
• Provide training, coaching, and development opportunities to service delivery team members to enhance their skills, knowledge, and capabilities.
• Collaborate with cross-functional teams, including sales, operations, and support functions, to ensure alignment and coordination in service delivery efforts.
• Ensure compliance with service level agreements (SLAs), contractual requirements, and regulatory standards governing service delivery operations.

Requirements

• Bachelor's degree in business administration, management, or related field preferred.
• Experience in service delivery, customer service, or related field, with years in a leadership or managerial role.
• Proven track record of successfully managing client relationships and delivering services that meet or exceed customer expectations.
• Strong leadership and team management skills, with the ability to motivate, inspire, and develop a high-performing team.
• Excellent communication and interpersonal skills, with the ability to build rapport with clients, negotiate effectively, and resolve conflicts.
• Analytical mindset and problem-solving abilities, with the capacity to analyze data, identify trends, and make data-driven decisions.
• Knowledge of service delivery best practices, process improvement methodologies, and quality management systems.
• Proficiency in customer relationship management (CRM) software, service management tools, and Microsoft Office Suite.

Benefits

• Comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members.
• Paid time off and commuter benefits.
• 401(k)-retirement savings plan with access to financial wellness resources and retirement planning services.