PFS COMPANY STATEMENT:

PFS is a global commerce services company. We help leading brands deliver exceptional commerce experiences worldwide. We are a diverse team with distinct interests, skills, and backgrounds collaborating across all facets of commerce—from business consulting and design to technology and operations. Together, we take pride in performing at our best to produce the best possible results for our client and their clients.

COMPANY VISION:

1. We will provide a Full Commerce Solution
2. We will be World-Class at Every Service we offer
3. We will engage with our Clients as a Strategic Partner

SR. MANAGER, CLIENT SERVICES 

The Sr. Manager, Client Services manages Client end-to-end service quality while supervising a staff of direct reports. This individual is also responsible for assigned client program P&L’s and contracts.  The ideal individual will have exceptional client communication skills and be able to manage multi-faceted operational or project issues to resolution by working with applicable internal and external teams. 

***This position is based at our Allen, Texas corporate headquarters.

RESPONSIBILITIES

• Manages multiple client relationships and becomes an extension of the client’s E2E business
• Responsible for day-to-day management, hiring, coaching, & career-pathing of a team of entry and mid-level analysts
• Has P&L responsibility for multiple programs and drives internal focus to ensure revenue attainment to forecast while maintaining margins
• Works with internal website, contact center, fulfillment center and IT operations & delivery teams to maintain overall client satisfaction
• Serves as company voice of the customer collaborating across multiple departments on customer solutions and service levels while driving necessary IT and process improvements
• Responsible for maintaining current client contracts, negotiating contract amendments, as needed, and implementing services per the contract
• Manages client escalations to quickly resolve issues
• Strategizes with both internal & external teams to ensure accounts/operations are on the leading edge of industry trends
• Understands the unique opportunities and challenges of the markets in which clients operate and identifies opportunities for PFS to meet the client's business goals
• Monitors daily business activities & drives trend analysis through direct reports
• Demonstrates excellence in client communication, leading meetings and managing quarterly business reviews
• Provides consultative support for clients in an effort to drive down costs and/or secure additional business
• Assists with internal sales opportunities as a representative of Client Services
• Works with leadership to develop & lead department initiatives and foster a culture of continual business improvement

QUALIFICATIONS

• Bachelor’s degree, Required
• 7 years relevant work experience in a client facing role, Required
• Experience in call center, operations, customer care, or workforce management, Required
• Experience in a service organization
• Experience managing a team, Required
• End-to-end eCommerce experience and knowledge, Preferred
• Ability to work closely with clients and peers to understand and anticipate their needs
• Proven ability to demonstrate and exceed client expectations and incorporate urgency and strong service ethic into all aspects of the job
• P&L and legal contract understanding
• Experience engaging at the Senior Executive and C-Level
• Occasional travel is required

PERSONAL CHARACTERISTICS

• Excellent written and verbal communications skills
• Excellent presentation skills
• Strong work ethic
• Sound problem solving skills, and proactive efforts in seeking solutions to problems
• Business analysis skills
• Strong interpersonal relationship skills
• Skilled at prioritization and multi-tasking
• Exhibits strong leadership skills
• Customer focused
• Committed to an inclusive, supportive culture

Pre-employment background screening will be conducted.

PFSweb Inc. is an EEO/AA - M/F/Disability/Protected Veteran Status employer.  

Required Skills Required Experience