Group Manager, Client Relationships

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.General Purpose of JobThe Group Manager Client Relationships (GMCR) leads a team of client relationship professionals to ensure exceptional service delivery, maintains strong client relationships, client satisfaction, and long-term partnership growth. The GMCR is highly effective at training team members on relationship management, issue resolution, client solutioning and timely coordination of deliverables. This role is responsible for developing relationship strategies, mentoring team members, and serving as a senior point of contact for high-value clients while executing on day-to-day responsibilities.Key ResponsibilitiesLeadership & Team ManagementLead, coach, mentor and manage a team of individuals who act as the primary liaison between the In-Store business and its clientsProvides coaching and training to ensure a Best-in-Class client and business approachFoster a collaborative and high-performance team cultureAssign resources to new and evolving accounts, ensuring the best alignment between team capabilities and client needs.Champion the use of appropriate systems to track and manage account activities ensuring compliance and visibility across all projectsContribute to the recruitment, training, and development of the team, fostering a culture of high performance and collaboration.Client Relationship Management Oversee key client accounts and ensure high levels of satisfaction and retentionDevelop and maintain strong client relationships, gaining a deep understanding of their business models, needs and goals to provide customized solutionsMonitor client and team feedback and implement strategies for continuous improvementTravel to client sites as needed for consultation, support, relationship building and quarterly business reviewsEstablish best practices in servicing and managing client expectations and deliverables Cross-Functional CollaborationCollaborate with internal teams to develop efficient and improved processes that reduce hand-offs, increase speed and ensure accuracy Establish best practices and drive standardization to allow for long-term automationIssue Resolution & EscalationMonitor client satisfaction and proactively address issuesAct as an escalation point for complex client issues or evolving business needs, adjusting strategies and processes as needed while ensuring timely resolution and effective solutioning to maintain alignment and satisfactionAct as an escalation point for pricing, schedules and all pre-sale/opportunity needs to ensure that all solutions meet client specificationsEscalate critical matters to appropriate stakeholders when necessaryProject & Service CoordinationOversee the delivery of services of project milestones for the holistic teamDevelops and drives alignment between client expectations and internal execution to meet or exceed Service Level Agreements (SLAs) and key performance indicators (KPIs)Job RequirementsEducation: Bachelor’s degree in Marketing, Business or related fieldExperience: 5+ years of experience in client relationship management with at least three (3) years in In-Store Marketing, POP or signage/graphicsKnowledge, Skills & AbilitiesStrong understanding of In-Store print production processes, structural design, materials, in-store marketing, retail environment and retail marketingProven leadership skills with the ability to mentor and manage a teamExcellent communication, conflict resolution, negotiation and presentation abilities Ability to coach team members on handling client needs, expectations and escalationsHigh attention to detailAbility to set clear goals, provide feedback and hold team members accountableStrong understand of client service principles and relationship managementActive listening and empathy to support both clients and team membersAbility to communicate clearly across departments and with leadershipAbility to analyze client feedback and team performance to drive improvementsAbility to oversee multiple client projects and deliverables simultaneously Strong organizational skills to manage timelines, deliverables and resourcesWe offer comprehensive benefits for eligible employees including medical, prescription, dental and vision insurance, 401(k) retirement savings, paid time off, holidays and additional benefits.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.Drug-Free Workplace