Enhance client satisfaction with DRMG as a Senior Manager, Client Experience, based in Oakville, Ontario. Lead the Client Services team to create a seamless client journey with a focus on retention.
In this full-time, permanent position, the Senior Manager will oversee client interactions, ensuring they align with revenue goals while fostering a culture of ferocious customer service. Your leadership will drive process optimization, taking a proactive approach to client retention while standardizing quality assurance in all communications.
Key Responsibilities:
• Manage Client Services and Graphics teams effectively
• Map and optimize the client journey for improved retention
• Define and enforce Service Level Agreements and operational metrics
• Standardize project handoffs between departments
• Serve as primary contact for escalated client issues
Requirements:
• Bachelor's Degree or Diploma in Business Administration or relevant field
• 5+ years in customer service operations, 2-3 years in management
• Experience in print, media, or marketing industries
• Solid CRM management and data analysis skills
• Proven conflict resolution and organizational abilities
Become a key figure at DRMG, where your leadership will foster client loyalty and operational excellence.
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