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Client Engagement Manager

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Office DepotEdina, MN
  • Overview General Summary : At Office Depot Inc., every leader is responsible for growing total sales and services within the location, assist in day-to-day operations, and develop store strategies and tactics.
  • The Client Engagement Manager should have a passion for the brand and is responsible for customer satisfaction, community outreach, and in-store events for small & medium businesses.
  • This person will partner with the management team in driving a memorable client/customer experience.
  • The Client Engagement Manager provides guidance and direction to store associates, including Print Services associates, and facilitates ongoing training on the business model and the importance of providing clients/customers with a holistic service offering.
  • The Client Engagement Manager will also be a ‘Key Carrier’ and considered the Leader on Duty in the absence of other management.
  • All Full-Time Client Engagement Managers must be able to work a flexible schedule that aligns with business needs.
  • This includes, the ability to work evenings, weekends, and occasional holidays.
  • In addition, Full-Time Client Engagement Manager positions must be able to perform External Key Carrier responsibilities which include but are not limited to opening and closing responsibilities and being scheduled for those respective shifts.
  • The essential functions of this position may require you to consent to periodic comprehensive background checks conducted by a third-party.
  • Primary Responsibility: ·Deliver exceptional customer/client service by observing, listening, interacting and following up with customers to ensure satisfaction and issue resolution.
  • Drives positive customer satisfaction levels and effectively trains associates on enhancing overall client/customer experience.
  • ·Lead customer satisfaction programs and related initiatives, such as Net Promoter Score (NPS), by identifying areas of opportunity, reporting on metrics, advising the leadership team of progress and recommendations for improvement.
  • Proactively grows business through client/customer centric programs such as Office Depot Inc. Rewards Programs and local marketing plays (loyalty signups, mobile app downloads, etc
  • Leads community outreach initiatives and is accountable for initiating and coordinating in-store events targeting small and medium businesses in order to increase foot traffic and client/customer retention.
  • Leads, coaches and trains associates to properly assess client/customer needs to ensure satisfaction in every interaction while fostering a culture that builds trust, brand loyalty, and exceptional client/customer service delivery.
  • Supports an environment that encourages creative, innovative thinking and risk taking provided.
  • Drives Services sales, including print and tech.
  • ·Works to continually develop personal selling skills and specialized product.
  • Support new product launches and special initiatives ·Routinely reviews cash handling, cashier and merchandise error logs, register voids, tax exemption and all related cash office audits.
  • ·Responsibilities as an External Key Carrier include but are not limited to: ensuring the safety and security of the building and associates during the absence of the management team.
  • Performing opening or closing responsibilities.
  • This includes activation and deactivation of the store’s alarm system, cash handling, daily store balancing and system processing.
  • ·Consistently maintains store appearance to company guidelines and keeps a neat, clean, well-stocked environment.
  • Adheres to all standards related to signage labeling and merchandise presentation.
  • ·Obtains and maintains Sales Leader certification and other position specific certifications as required.
  • Completes all management training; including (but not limited to) Anti-Harassment, Code of Ethics, etc.
  • Adheres to OSHA, Worker’s Compensation, wage and hour, I-9 compliance and other legal requirements.
  • ·Performs other duties as assigned.
  • Education & Experience: ·High School diploma or equivalent; Bachelor’s degree preferred ·Business, Marketing, Retail Management, or another related field preferred ·Minimum 2 years of experience in related field ·Minimum two years of experience in retail, including a supervisory role in a sales-driven, customer-oriented environment.

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