Client Service Specialist

Role Purpose:

As an integral part of the Client Service Team, you will be responsible for the client management and services delivery to its client and positions Indicia as an Industry leader in the business areas it decides to operate in.

Having positive working relationships with client stakeholders and internal teams to achieve the outcomes.

To develop a good understanding of the client’s business, key drivers in the retail/marketing activation sector, and become established as a trusted partner.

To provide a value-added service as part of a client-facing team managing client marketing projects, through compliance with the SLA and Indicia commercial principles.

Key Responsibilities:

Client Relationship Management

• You take the lead in overseeing day to day client interaction and briefing.
• You proactively manage client expectations by providing regular activity updates, advice and recommendations to enhance delivery and campaign performance.
• You maintain regular contact with your key stakeholders to build awareness of delivery and account status.
• You participate in client meetings contributing to the evolution of the client’s POSM / deployment strategy and requirements.
• Encourage client adoption of key process initiatives including rate cards, order windows, etc.
• Client teams identify you as an invaluable team member.
• You take time to understand your clients’ business and key challenges, you are proactive to help resolving them.

Retail/Marketing Activation Expertise

• You create a collaborative environment and stimulate discussion on upcoming projects and POSM requirements sharing your knowledge of the retail marketing activation sector.
• You confidently demonstrate your knowledge as a print and POSM subject matter

Campaign Management

• You are comfortable questioning a client brief to ensure you can clearly communicate the requirements to the production team.
• You hold discussions with your clients about their brief requirements and add your thoughts, insights and knowledge to help define their brief.
• You are able to brief the production team through our system, and get their support on accurate and thorough technical specs completion and follow the required ways of working.
• You provide regular campaign updates and proactively communicate next steps to clients in advance.
• You produce clear campaign plans and manage client expectations confidently throughout the delivery of a project.
• You ensure all activity reports are accurate and deliver value to your client based on their reporting requirements.
• You ensure the full management of complex and strategic local orders (e.g. complex POSM / deployment execution requiring significant technical development, weight testing, etc.), through our Procurement & Sourcing system Noosh.

Commercial Awareness

• You can articulate KMMS’s proposition across the core service offerings under your remit, showcase examples of other work which may provide a solution to client’s problem.
• You walk the floors curious to understand where we can pick up additional in-scope opportunities and reduce leakage.
• You accurately provide forecasting information and accurate savings reporting understanding the key drivers to profitability.
• You can confidently have a discussion with clients about budgets and provide rationale for what has been included and why.

Data Quality, Reporting and Insight

• Present monthly review of savings and projects delivered highlighting key achievements, challenges and progress against reciprocal KPI’s.
• You prepare the reporting content and examples for the monthly meetings and QBR’s and work with your manager to share wider company news and best practise from the wider client activity.
• You understand why savings are up/down and proactively take steps to collaborate with key stakeholders to improve performance and ensure data accuracy and completeness.

Key Skills, Knowledge and Experience:

Soft Skills/Behavioural Competencies

• Attitude: Resilience, Proactive & Ownership
• Demonstrate a positive ‘can-do’ attitude at all times, setting an example to team members.
• Communicate (both written and oral) clearly and effectively at all levels.
• Solution orientated and sales/growth mindset.
• Encourage bravery and push briefs to be the best they can be working collaboratively with clients and colleagues to deliver award-winning work.
• Clients praise your input and value you as an extension of their team.
• Excellent team working, motivational & interpersonal skills.
• The ability to work under strict deadlines, multitask and quickly switch your focus.

Professional Experience

• Proven experience managing complex clients’ requirement and dynamics.
• Good print and marketing production experience gained in a Print Management company and or agency environment.
• Experience in POSM, Retail Display, Deployment, Print, Digital and integrated experiences. Experience in Creative Production environment is a significant advantage.
• Experience in Modern Trade & General Trade coordination (understand retail industry).
• Understanding of entire end-to-end process from client strategic requirement to delivery cross channel.
• Experience in project management, sourcing and or production management
• Demonstrable experience of collaboration, with peers and virtual teams, with the ability to provide and receive constructive challenge.
• Highly proficient with MS Office software, especially Excel & Power Point (Advance).      

   

  If this sounds like you, please submit your detailed resume to recruitment@indicia.konicaminolta.com