At IWCO, we spend our days in the relentless pursuit of better ideas, better creativity and better performance across all direct response marketing channels. It's about being impactful, disciplined and measurable, while enjoying the process, being a part of a supportive team and having some fun along the way.
IWCO cares and plays an active role in our communities. We also work closely with industry partners, like the U.S. Postal Service, paper suppliers, technology innovators and execution partners to drive added value for our clients, push creativity, decrease costs and to drive better performance.
If you're thinking of a new career, every day at IWCO we're about doing the same thing for our employees as we do for our clients: Making Better HappenSM. We care about results. And we care about each other. We all strive to be better today than we were yesterday. We offer a competitive compensation and benefits package and on-site wellness programs - not to mention the opportunity to work with the most talented people in marketing who'll challenge you and help you become better every day.
Overall Summary:
The Customer Engagement Manager is the liaison between IWCO clients and internal IWCO stakeholders including the creative, sales, and production teams.
Primary Duties/Responsibilities:
Serve as a key contact between IWCO clients to initiate and manage agency responsibilities within the IWCO system.
Obtain complete understanding of the client's products, services, business and industry.
Ensure strategic and timely completion and delivery of client projects within budget
Provide internal communication regarding client project This includes written documentation and team member updates regarding project specifications, creative briefs and change.
Complete and distribute client contact reports after client meetings and phone calls to ensure uniform understanding throughout the project.
Manage client expectations regarding deliverables, process and limitations.
Regularly convey new ideas, insights and proactive planning to clients.
Support Marketing Strategy and Account Director in the development of strategic marketing and communications plans.
Periodically present and promote creative concepts and design executions to clients.
Effectively route jobs internally and externally and obtain approval from internal stakeholders and client for creative versions and matrices.
Partner with internal teams to develop and manage schedules and deadlines.
Plan, schedule and attend stakeholder meetings.
Collaborate with sales, production and creative to develop and manage development schedules and deadlines; set meetings accordingly.
Control and manager client changes; prepare clear and concise change orders as needed.
Obtain client/project mandatories, assets and resources and provide to creative team.
Conduct audits of news, trends, creative and offers in clients' industries in collaboration with the Sr. Customer Engagement Manager.
Assist in the development of creative and results summary reports for each client, identifying trends, areas of success and challenges.
Track and submit time allocation weekly.
Assist in the development of creative estimates.
Perform other (or other related) duties as applicable or assigned.
Required Skills/Abilities/Competencies:
Strong presentation & communication skills.
Organize and manage multiple priorities within a rapidly changing environment of client and company needs.
Strong customer focused.
Proficiency in Microsoft Office Suite; emphasis in Excel.
Education and Experience:
Bachelor's degree in marketing, printing, communications, or related area preferred.
Four to seven years as an account executive/account manager in an agency environment or equivalent experience is required.
Five years of experience in direct marketing sales or sales support strongly preferred.
Physical Requirements:
Ability to work 8 consecutive hours.
Prolonged periods of sitting at a desk and working on a computer.
Pre-Hire Background Check and Drug-Screen required
IWCO is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, veteran status, or any protected status as defined by law. IWCO is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, please contact our HR Department.