Job description

Job Title: Client Delivery Manager (CDM)

Summary:

The Client Delivery Manager (CDM) is a tech-savvy individual who possesses a strong drive for results. The ideal candidate must be social, analytical, possess an aptitude for learning, and be able to communicate clearly and effectively.

Duties include a broad range of tasks such as forecasting, maintaining ongoing client relationships, onboarding, minimizing churn, and managing all aspects of operational delivery through matrix management of internal teams. This role will also be a partner to the Sales Executives on the Sales team supporting them with performance dashboards, data, and information as needed for the client’s Quarterly Business Review.

The CDM is responsible for providing operational and financial performance dashboards to the client and Spencer's leadership. Ideal candidate will need excellent communication skills, both written and verbal, be able to manage competing priorities, provide sound, logical planning of activities, and be a team player. The CDM will need to develop, create, and produce various deliverables and documentation and must be able to effectively lead cross-functional teams. The ideal candidate will have a good overall retail technology understanding, customer facing and project management experience.

Our core values are…

One Team

Customer Excellence

Authenticity

Integrity

Accountability

It is critical that these values resonate with you, and you are willing to make a commitment to actively represent these values in the work that you do.

Role and Responsibilities – Primary

• Provide sound and accurate forecasting and costing at the client level
• Drive and support centralized invoicing at the client level
• Meet financial performance targets set at the client level
• Ability to interact with clients at an executive level
• Develop and maintain critical internal and external relationships
• Ability and experience with managing matrix teams
• Create cohesive and enticing client facing presentations
• Identify and drive process improvements
• On-board new clients and projects using internal frameworks and processes
• Develop project plans from customer requirements and interactions with various parties
• Provide status reports in a variety of formats (both written and verbal)
• Must be customer service centric and understand of relationship-building
• Plan effectively and represent internal teams
• Handle and resolve customer requests, complaints, and escalations
• Balance the needs of the clients with internal teams
• Build strong, long-term relationships with clients by staying in constant communication and efficiently resolving issues with alternate solutions whenever possible
• Conduct weekly, quarterly, and annual client performance meetings using inventory, financial and operational dashboards
• Support Strategic Account management with performance dashboards for QBRs
• Evaluate risk management for each client and proactively evade dissatisfaction or lost business
• Provide leadership to cross-functional teams while driving to a common goal
• Provide consultation, makes recommendations, gives appropriate advice, and/or facilitates decisions
• Strong general business acumen, including financial and inventory management skills
• Other duties as required

Required Skills/Experience

• Minimum ten years directly and indirectly management experience: Required
• Minimum seven years of project management experience: Required
• Minimum five years of financial or sales experience: Preferred
• Retail experience preferred. Familiar with various store technologies found at retailers including Point of Sale, Network infrastructure and back-office systems
• Excellent Working Knowledge of Microsoft Business Applications (Excel, Outlook, PowerPoint, Visio, Project)
• Excellent customer service skills
• Strong analytical skills. Ability to understand data and metrics related to sales and inventory
• Strong communications skills (verbal and written)
• Ability to prioritize multiple responsibilities, balancing client deliverables on multiple projects as well as internal obligations.
• Strong negotiation skills with a problem-solving attitude
• Ability to travel, up to 50%
• Demonstrated ability to work independently and remain motivated.
• Nights and weekends, as needed
• Bachelor’s degree or equivalent experience in a related field

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Medway, MA 02053: Reliably commute or planning to relocate before starting work (Preferred)

Work Location: One location

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