Radial Manager, Client Services in Martinsville, Virginia

Manager, Client Services

Job Number:JO-1811-3319

Location:Martinsville, VA

Shift:Day

Travel:10%

We are Radial, the leader in Omnichannel commerce technologies and operations. We enable our clients to profitably exceed customer expectations by taking on the complexity of their Omnichannel retail business and transforming it into a seamlessly orchestrated customer experience.

To bring order to ordering. To make fulfillment more fulfilling. To keep commerce clicking. When we partner with our clients to execute their orders, payments, fulfillment, or customer care, our clients’ promises become ours.

Job Summary:

The Client Services Manager works closely with the Client Services Director to take ownership for specific projects and critical elements of managing clients’ business.

The Client Services Group adds value to our clients by:

  • Managing client relationship - Become an extension of the client’s business. Build strong rapport with clients including managing relationship, SLA execution, contract adherence, expectation setting, and status communications.

  • Managing client business - Execute, document, and improve operational execution and processes.

  • Operations - Liaison with fulfillment operations to create a unified customer experience. Make key operations groups an extension of the client services team including weekly or bi-weekly client communications specific to operational execution and key business initiatives related to call center.

  • Project Management - Successfully manages new initiative and/or improvement projects.

  • Manage projects to closure and ensure appropriate communication to internal/external audiences throughout the life of a project.

  • Business analysis - Conduct regular and ad hoc analysis of business opportunities. Develop recommendations and solutions resulting from data.

  • Work with internal cross functional teams to troubleshoot and resolve business issues.

  • Perform quarterly business reviews with clients

  • Grow client’s business - Contribute to overall team success of beating sales and cost forecast for client.

  • Financial - manage top line revenue, performance and growth objectives.

  • Managing key service initiatives for client including but not limited to increased efficiencies, more expedient processes and overall better client and/or consumer experience.

  • Engage with operations to ensure overall fulfillment execution including but not limited to: cycle count results, quality metrics, problematic vendors, reporting needs, key initiatives driven by our company clients and the day to day operations.

  • Communication – serve as initial point of escalation for client as well as internal advocate for client within Radial.

  • Keep informed of current industry best practices.

  • Complies with performance review and performance management process.

  • Strengthens team and talent by identifying professional development goals as appropriate.

Requirements:

  • Bachelor’s degree or equivalent work experience.

  • 4+ year retail experience, e-commerce and fulfillment experience preferred.

  • Experience in two or more of the following verticals: apparel, media, home, Sporting Goods and/or consumer electronics.

  • Experience presenting to senior-level clients

  • Ability to interpret and understand operations KPI’s and work with client to make positive business change.

  • Superior communication skills, written and oral.

  • Exceptional project management skills.

  • Ability to work closely with clients and peers to continually understand and anticipate their needs.

  • Service orientation: having experience in service, delivery and customer focus in an organization that gets things done through matrixes resources.

  • Problem solving, business analysis and quantitative skills. Candidates must be capable of conducting proactive measures in seeking solutions to client and/or business problems.

  • Demonstrated ability to exceed client expectations and incorporate urgency and strong service ethic into all aspects of the job.

  • Successful record of communicating and engaging cross functional teams.

  • Proven leadership skills and abilities.

  • Understanding of P&L and legal contracts

Radial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Radial is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing. We will work to assist disabled job seekers whose disability prevents them from being able to apply online.