Director, Client Experience

Opportunity 

The Senior Manager of Client Experience provides overall leadership and strategic direction for the Client Experience department. This role is responsible for the overall health retention and growth of the client portfolio by overseeing all Client Experience Managers and their respective teams. Reporting directly to the VP of Operations and Supply Chain this role will define the departments vision establish operational benchmarks and ensure the organization delivers world-class service that aligns with business objectives.  This role will ensure all reporting managers have teams that are staffed trained and organized to support assigned clients efficiently and effectively as addition this position will work with all reporting managers implementing process improvements that will support the goals of better production support service and improved communication across the organization. Success in this position will be characterized by highly satisfied clients managers and team members 

Key Areas of Responsibility 

• Develop and execute a comprehensive client experience strategy that supports long-term business growth and differentiates the company in the retail grocery dollar and drug sectors.

• Direct responsibility for the Client Experience department budget. Optimize resource allocation and ensure the department meets annual financial and productivity targets.

• Drive the continuous improvement of internal processes and the adoption of scalable technologies to improve service delivery and operational margins.

• Drive the strategic evolution of omnichannel support models ensuring a frictionless client experience across both traditional print and emerging digital media including electronic shelf labels (ESL) and interactive digital displays.

• Lead mentor develop and hold accountable a team of Client Experience Managers. Ensure consistent application of management standards and performance metrics across the entire department.

• Orchestrate a department-wide talent plan focusing on succession planning for management roles and ensuring a culture of ongoing professional development.

• Oversee the collection and analysis of client data - both subjective and objective - and business reviews to proactively identify market patterns and internal vulnerabilities.

• Serve as the ultimate point of escalation for critical client issues. Act as the voice of the customer at the leadership level to influence product development production and corporate strategy.

• Ensures compliance with internal policies procedures and internal controls in accordance with the Sarbanes- Oxley Act 2002 Section 404.

Qualifications :

Key Qualifications 

• Bachelors Degree in business marketing or similar field is required; MBA or advanced degree preferred.

• Minimum of 10 years of progressive leadership experience in client relations account management or operations preferably in a service or manufacturing environment required.

• Advanced crisis management skills with the ability to remain calm and decisive under high-pressure 24/7 operational demands.

• Deep understanding of the retail landscape (grocery drug dollar mass merchandise) and the digital identification/labeling industry is highly desirable.

• Excellent interpersonal written and verbal communication skills are required.

• Exceptional ability to influence executives and external stakeholders through data-driven storytelling and professional presentation.

• Proficiency in Helpdesk systems project management software and enterprise-level resource planning tools.

• Proven track record of managing managers and leading large multi-tiered teams.

• Ability to embody and reflect Avery Dennisons core values.

Additional Requirements 

• Travel to clients/remote facilities of up to 35% required.

• Compliance with Company policies concerning maintaining a drug free workplace is required

• Compliance with all Company policies is required including all safety policies and procedures.

Supervisory Responsibilities 

If applicable carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Additional Information :

The salary range for this position is $137100 - $182800 / year.

The hiring base salary range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range and in some circumstances may be above or below the range based on various factors including but not limited to a candidates relevant skills experience education and training and location as well as the job scope and complexity responsibilities and regular and/or necessary travel required for the position which may change depending on the candidate pool. Avery Dennison reserves the right to modify this information at any time subject to applicable law.

All qualified applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability protected veteran status or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

Management reserves the right to revise change or modify the duties and responsibilities of this position at any time to meet business and organizational needs. This position description may not list all duties for this position. The incumbent in the position may be asked to perform other duties. This position description is not a contract for employment and either the incumbent or Avery Dennison may terminate employment at any time for any reason. 

Remote Work :

Yes

Employment Type :

Full-time