What are the responsibilities and job description for the Senior Manager of Customer Service & Marketing position at DNP Imagingcomm America Corporation?
Job Description
Job Description
Job purpose
The Senior Manager of Customer Service & Marketing will lead the strategic direction, performance, and development of DNP IAM’s customer service and marketing teams. This role is integral to enhancing customer satisfaction, optimizing service processes, and driving effective marketing initiatives to support business growth. The ideal candidate will have a blend of customer service expertise and a strong marketing acumen to drive operational efficiency and brand visibility.
Duties and responsibilities
- Develop and implement best practices, policies, and procedures for handling customer inquiries, order management, issue resolution, and escalations.
- Track and analyze key performance indicators (KPIs) related to customer satisfaction, response times, and service efficiency; identify areas for improvement and execute corrective actions.
- Lead, coach, and develop a high-performing customer service and marketing team, fostering a collaborative and customer-focused culture that aligns with DNP IAM’s commitment to customer satisfaction.
- Develop and implement a comprehensive marketing strategy to promote DNP IAM’s products, drive brand awareness, and generate demand.
- Collaborate with the Sales and Product Development teams to create product positioning, go-to-market plans, and targeted promotional campaigns.
- Manage the creation of marketing materials, including digital assets, presentations, trade show collateral, and product catalogs that effectively communicate DNP IAM’s value proposition.
- Manage budgets for customer service and marketing activities, ensuring efficient use of resources to achieve department objectives.
- Monitor spending and adjust allocations to maximize ROI from marketing campaigns and service improvements.
- Other duties as assigned by management.
Qualifications
Supervisory Responsibilities
This position manages the Customer Service Manager and Marketing Manager.
Physical Demands
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk and drive. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and / or move up to 10 pounds and infrequently lift and / or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, peripheral vision, and ability to adjust focus.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Safety Requirements
Due to the nature of the work performed in this job, the employee is required to wear, when needed : safety glasses and ANSII approved steel or composite toed footwear.
The hiring range for this position is $115,000 to $125,000 per year. This range is an estimate, and the actual salary may vary based on the candidate's experience, skills, and qualifications. DNP offers a competitive and comprehensive total rewards package. The benefits for this position include health, dental, vision, critical illness, life insurance, flexible spending, retirement, paid time off, pet insurance, and many retail discounts.
DNP IAM is a 100 percent U.S. subsidiary of Dai Nippon Printing Co., Ltd. (DNP) – the world’s largest manufacturer of dye-sublimation media for photo printers and thermal transfer ribbons and barcode printers. DNP Imagingcomm America Corporation has the broadest selection of solutions for the photo retail market and products designed to address retailer’s specific business goals and objectives—backed by the quality and reliability today’s customers expect. Manufacturing, sales, and development offices of dye-sublimation media for photo printers are in Concord, NC, and more information is available at www.dnpphoto.com / en -us / .
DNP Imagingcomm America Corporation is an equal opportunity employer that does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Salary : $115,000 - $125,000
