Client Relationship Executive

As a global marketing experience company, Quad's goal is to help our clients win every day. We use our data-driven integrated marketing and manufacturing platform to streamline solutions for our clients, reduce friction and enhance their marketing spend effectiveness. We've built a rich legacy by believing in our people, allowing them to act like owners and to take charge of their own success. Whether an operator, sales rep, a graphic artist or a clinician, we're all driven to perform at our best— for ourselves and our clients. At our core, we're a company that believes we can always create a better way.

The Client Relationship Executive (CRE) for In-Store clients is responsible for ensuring their success, satisfaction, and setting the foundation for long-term growth. The CRE is responsible for managing the end-to-end client relationship inclusive of pre-sale opportunities through final product delivery while ensuring seamless and timely communication, detail and satisfaction. This role focuses on building strong relationships, driving client engagement, and aligning client goals with our company's solutions and services.

Key Responsibilities:

• Single Point of Contact to In-Store Clients
• Serve as the highly responsive, dedicated single point of contact for assigned clients, managing all day-to-day communications and inquiries from opportunity through In-Store market.
• Act as the main liaison between the client and all internal teams inclusive of administration and operations
• Serve as the central point of communication for customer opportunities, orders, changes, issue, feedback, inquiries and updates
• Ensure timely and accurate deliverables from internal teams to client (i.e. pricing, schedules, etc.)
• Client Relationship Management
• Build and maintain strong, trust-based relationships with clients to foster long-term loyalty
• Understand client goals, expectations and pain points to effectively drive awareness with internal teams for growth opportunities, solutioning and continuous improvement
• Travel to client sites as needed for consultation, support, relationship building and quarterly business reviews
• Risk Management:
• Act as the key conduit and liaison from internal partners (administrative and operations) to client to provide options and alternatives when client has missed milestones and scheduled deliverables
• Identify potential risks to client satisfaction or project success
• Proactively implement mitigation strategies
• Effectively manage and resolve client conflicts through prompt acknowledgement, empathy and articulation of root cause and countermeasures
• Issue Resolution & Escalation:
• Monitor client satisfaction and proactively address issues
• Address client concerns promptly and coordinate internal resources to resolve issues
• Escalate critical matters to appropriate stakeholders when necessary
• Project & Service Coordination:
• Oversee the delivery of services of project milestones
• Ensure alignment between client expectations and internal execution to meet or exceed Service Level Agreements (SLAs) and key performance indicators (KPIs)
• Documentation & Reporting:
• Maintain detailed records of client interactions, decisions and deliverables.
• Proactively lead regular check-ins, status updates, and Quarterly Business Reviews (QBRs) with clients
• Cross-Functional Collaboration:
• Work closely with all internal teams across administration and operations to deliver a seamless client experience
• Work with cross-functional business partners quarterly to ensure the client profile is complete, accurate and updated
• Advocate for client needs internally to drive improvements

Job Requirements:

• Education: Bachelor's degree in Marketing, Business, Communication or related fields
• Experience: 5+ years of experience in project management, client services or retail marketing with a strong understanding of In-Store marketing and POP (Point-of-Purchase) production

Knowledge, Skills & Abilities:

• Clear and concise communication skills with the ability to convey information accurately and efficiently both verbally and in writing
• High attention to detail
• High degree of professionalism with the ability to maintain and courteous and respectful tone, especially under pressure
• Active listening skill with the ability to understand client needs, concerns and feedback
• Expectation management with the ability to set and maintain realistic timelines and deliverables and proactively communicate changes
• Trust building through reliability, consistency and transparency to foster long-term relationships
• Highly responsive with the ability to acknowledge client correspondence while juggling multiple requests
• Follow through which ensuring all client requests are tracked and resolved adequately and timely
• Issue resolution with the ability to work with others to identify root cause and effectively articulate corrective action plans
• Effective escalation management with the ability to know when and how to escalate issues through the proper levels

We offer excellent benefits to eligible employees, including 401(k), holidays, vacations and more.

Quad is proud to be an equal opportunity employer. We are committed to creating a place of belonging — a space where employees do not need to sacrifice who they are to exist and grow in our workplace. Quad does not discriminate on any unlawful basis including race, religion, color, national origin, disability, gender, gender identity, sexual orientation, age, marital status, veteran status, genetic information, or any other basis prohibited by applicable federal, state, or local laws. Quad also prohibits harassment of applicants and employees based on any of these protected categories.