Program Manager
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Our client is a global marketing services organization specializing in multi-channel B2B & B2C marketing solutions that connect their clients with their customers in powerful ways. Experts in defining, executing, and optimizing the customer journey, they offer end-to-end marketing services including consulting, strategic assessment, data, analytics, digital, social, mobile, print, fulfillment, logistics and contact center solutions.
Key Responsibilities:
Program & Client Coordination
- Act as the day-to-day operational lead for assigned client programs
- Coordinate all client touchpoints (emails, tickets, calls) in a timely and professional manner
- Facilitate collaboration across internal departments and third-party vendors
- Support the account management teams with their daily client management activities where needed
- Coordinate ongoing program deliverables, reports, meeting notes, and documentation of/updating of project procedures
- Participate in weekly client calls and quarterly business reviews
Project Implementation
- Take ownership of project implementations from initial planning and client alignment through execution, go-live, and post-implementation optimization
- Maintain clear and structured implementation documentation, process flows, and operational procedures
- Continuously evaluate implemented processes and identify opportunities for further optimization, efficiency improvements, and enhanced client experience
- Ensure operational readiness and successful handover into daily business operations after project completion
Client Relationship & Quality Coordination
- Help developing trusted relationships with client services teams and key client stakeholders
- Monitor program health and ensure SLAs, KPIs, and quality standards are consistently met
- Drive process improvements and identify opportunities for optimization
- Handle escalations from issue identification to resolution
- Assist in preparing client audits and quarterly business reviews
Reporting & Financial Coordination
- Prepare internal and external reports (daily, weekly, monthly metrics)
- Support monthly invoicing activities with accuracy and timeliness
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