What are the responsibilities and job description for the CLIENT OPERATIONS MANAGER position at Acosta Group?
Job Posting
**Overview**
The Client Operations Manager (COM) is responsible for creating projects, monitoring fieldwork, writing reports and invoicing clients. The COM is also responsible for indirectly managing Client Operations Coordinators when they are part of a project team. The COM is a main communication link between internal stakeholders and clients (for project related discussions).
**Responsibilities**
Pre Work-Creation
Consult with Director and Client Engagement Manager to understand client and project objectives. Translate these objectives into quality outcomes for clients.
Compile store lists, target lists and product lists.
Obtain project billing codes and fulfillment identification numbers.
Create project information documents and train Field Support agents.
Develop plans to deliver quality execution and partner with Quality Assurance team members to ensure desired outcomes.
Work-Creation
Load projects into Axis according to established rules and guidelines.
Post Work-Creation
Monitor field execution and take appropriate actions to ensure quality work is completed on time.
Communicate verbally and in writing with internal stakeholders.
Pull reports from Axis or SSRS and draft insights and recommendations.
Deliver accurate, on-time invoicing to clients.
Continuously communicate and collaborate with internal stakeholders and clients (for project related discussions) to ensure projects are delivered according to pre-defined specifications.
Direct and supervise all work assigned to Client Operations Coordinators.
**Qualifications**
Strong communication and interpersonal skills.
Proven success in a client operations role.
Adept at developing and maintaining effective working relationships across all levels of the organization.
Effective at managing multiple priorities under tight deadlines. Able to prioritize conflicting demands and organize time and resources to bring assignments to successful completion.
Excellent judgement, effective problem-resolution skills and solid decision-making capabilities.
Consultative, collaborative leadership style.
**_Performance Metrics_**
Scorecard metrics for project loading, QA and invoicing.
**_Education_** **:** Four year college degree in a related discipline strongly preferred.
**_Experience_** **:** Previous experience in a Client Operations, Retail or Project Management role preferred. Previous experience with supervising associates preferred. Expert knowledge of CROSSMARK a plus.
**_Physical Demands_** **:** Ability to perform essential duties and responsibilities in an office environment.
**_Specific Skills_** **:** Proficient in Microsoft Office applications with intermediate to advanced Excel skills required.
**_Specialized Knowledge, License, etc.:_** None.
**_Supervisory Responsibilities_** **:** Indirect supervision of Client Operations Coordinators.
**_Working Conditions_** **:** Office Environment.
**_Travel Requirements_** **:** 10 to 20 percent domestic travel.
**_Language Skills:_** English is the primary language skill.
CROSSMARK is committed to providing accessible employment practices and welcomes applications from people with disabilities. If you require accommodation for a disability during any stage of the recruitment process, please let us know.
