**Position Summary:**
**DIRECTOR, CUSTOMER EXPERIENCE**
SUMMARY:
* Will actively recruit, hire, coach, manage and lead the management team to meet or exceed performance expectations
* Will effectively deploy resources for maximum results and how to direct effective corrective action.
* Evaluate & provide balance of focus & effort across short- and long-term initiatives
* Determine common processes & systems to improve operating efficiency, problem resolution & customer satisfaction
**ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:**
General
* Lead the client care team within assigned area or center, supporting customer acquisition, retention and expansion
* Develop & maintain relationships with sales, operations, & clients to allow for continuous communications, issue avoidance & resolution
* Responsible for overall customer relationship management, internal and external.
* Participates in PPR’s, customer surveys, and presentations to prospective and existing accounts.
* Selects, hires, trains, and retains Client Care Managers.
* Ensures quality and productivity of team customer support operation.
* Supports alignment of field and center operations to provide best in class customer service.
* Works with field/Dayton HR representative to insure proper application of HR policies and protect the company’s assets.
* Insures that the team meets objectives for key business drivers for profit, revenue, asset management, services billing and enabling technology Implementation
* Provides strategic planning and leadership of business processes, organizational structuresand systems.
**QUALIFICATIONS:**
* Bachelor’s degree or equivalent experience
* 5+ years’ experience in print production, methods, capabilities, processes, and certifications.
* Must be detail-oriented, organized, handle multiple tasks and meet extremely tight deadlines.
* Outstanding follow-through; multi-tasking skills and ability to work well under pressure of
deadlines
* Previous experience in supply chain sourcing
* Previous experience leading/managing direct reports
* Communications with associates and customers at different levels of an organization
* Excellent vendor negotiation skills
* Ability to prioritize multiple projects
* Work well under deadlines
* Manage the production and delivery of printed materials
* Strong understanding of print procurement process (prepress though final delivery)
* Ability to cultivate and evaluate vendor relationships
* Demonstrated analytical, quantitative, problem solving skills
* Strong PC skills.
* Achieves knowledge of technology developments in the industry.
**KNOWLEDGE AND SKILLS**:
* Leadership
* Decisiveness
* Ability to travel and manage over a wide geographic area.
* Strong interpersonal communication skills
* Results oriented
* Strong analytical and management skills
* Positive motivator and team builder
* Excellent presentation skills
* Skilled negotiator
* Willingness/desire to work on cross-functional teams within the company
* Proficiency in PC utilization including MS Office
**Skills:**
**About our Company:**
*Company:* Taylor Communications (Standard Register, Inc.)
*Category:* Customer Support/Client Management
*Location:* Dayton, OH
*Position Status:* Full Time