[jsfg_cinti] Fw: Customer Care - Management Position

----- Original Message ----- 
From: "K. Grant Wenzel" <wenzelkg@xxxxxxxx>
To: <jsfg@xxxxxxxx>
Sent: Thursday, July 26, 2007 11:41 PM
Subject: Customer Care - Management Position

> JSFG,
>
> The attached job description was sent to me by a contact at Baldwin
Gilman.  I thought that I would pass it along for further review and
consideration.
>
> Interested parties should contact Marci Lauber (842-5323) or
mlauber@xxxxxxxxxxxxxxxxx
>
> Thank you.

------------------------------------

Our Cincinnati client is one of America’s fastest growing providers of
business services, with over 400 employees and 10,000 clients. Because of
this growth, both regionally and nationally due to acquisition, our client
seeks a Client Care Manager to develop staff, technology, and processes that
will focus on assessing customer care and building customer loyalty.
   The client care team is not a place for escalated issues, rather it is a
proactive team that partners with sales, customer service, and the customer
base to better understand what the company can do to better serve its
clients (though technology, project development, customer service, etc.) and
then implement those recommendations. The Client Care Manager is a
collaborative position that identifies practices and programs to create
client loyalty and enhance retention through a complete and positive client
experience. Currently, there are 4 people on the client care team, with
plans to grow to 9 in the short term.

The Client Care Manager will be responsible for the following:
*  Managing the current staff and helping grow the staff
*  Developing and performing competitive intelligence and research to assess
the competitive landscape
*  Developing and executing a process to gather feedback from customers.
This could include components such as customer visits and interviews, focus
group, surveys, etc.
*  Develop and maintain “client touch strategies” that would allow for year
round interaction and communication with clients
*  Assist in building a key account program
*  Work with sales, customer service, marketing, and corporate management to
incorporate findings from the client care program into current products and
services.

The ideal candidate will have a 4-year degree, experience managing people,
and 5+ years experience in customer care/customer loyalty role. Industry
experience in professional services or a business service environment is
also required.
   Some travel will be required. Salary $80-100K based on experience.

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