Engagement Manager

This position is remote but candidates must be in the Northeast or MidWest areas of the United Sates.

RRD is a leading global provider of marketing, packaging, print, and supply chain solutions that elevate engagement across the complete customer journey. The company offers the industry’s most trusted portfolio of creative execution and world-wide business process consulting, with services designed to lower environmental impact. With 22,000 clients, including 93% of the Fortune 100, and 32,000 employees across 28 countries, RRD brings the expertise, execution, and scale designed to transform customer touchpoints into meaningful moments of impact.

The Engagement Manager will drive the successful implementation and ongoing management of fully integrated direct marketing solutions involving multiple business units and services, including data segmentation and modeling, program development and management, Avenue/composition, and direct mail production. The Engagement Manager will be responsible for the creation and management of the project plan and related tools, overseeing interrelated operational tasks required to execute on-time and on-budget direct marketing campaigns. Responsible for gathering and documenting business rules and working with client contacts and internal service and subject matter leads to resolve issues that stand in the way of campaign success, holding all team leads accountable to the agreed-upon business rules and responsibilities. The Engagement Manager is responsible for managing the agreed-to budget and delivering a profitable project/campaign.

Responsibilities:

• A high degree of Client interaction, developing relationships to achieve a high degree of understanding of Client goals.
• Serve as the center of the engagement and point of escalation, regularly meeting with the client and internal teams to highlight milestones and challenges.
• Develop and lead communication and collaboration efforts with internal direct marketing-related business teams, sales organization, and leadership to ensure alignment and coordination of end-to-end service solutions, including successful implementation and support of service strategies.
• Gather, document, and maintain a master set of business rules for client-direct marketing programs in collaboration with subject matter experts/service teams across the enterprise.
• Create a project plan for the program(s) and manage activity specified in the plan and monitor progress toward each milestone.
• Validate the plan's scope and associated time and resource estimates for internal direct marketing teams, sales teams, and client teams Identify risk factors and contingency plans, communicate project status and critical risk factors to management and other stakeholders, and escalate issues as necessary to adjust the project scope, resources, or timeline as needed.
• Manage and hold accountable service team and client team leads to tasks in order to achieve designated milestones and timelines, escalating as necessary.
• Document lessons learned and incorporate findings into ongoing and future programs for current and future fully integrated direct marketing clients
• Manage the development and execution of metric reporting relating to key service elements, such as SLAs, Client feedback, error rates, issue resolution, and overall value of service.
• Report, monitor, and take corrective action to maintain service levels and deliverables in compliance with contracts.
• Consultative solution development, leveraging Omni-channels and new technologies. Strategic leadership in managing multiple high-profile Clients in diversified verticals, proactively developing solutions.
• Support Sales and Leadership in pre-sell activities, RFP responses, and selling activities.
• Provide input during contracting and represent operations as a business owner during new account implementation.
• Identify opportunities for optimizing and augmenting additional service offerings.
• Partner with sales and service teams to conduct periodic (monthly, quarterly, annual) business reviews with Clients.
• Operate within a pre-established budget.
• Control costs by managing and containing expenses.
• Assist in creating and managing budgets.
• Perform other related duties and participate in special projects as assigned.

• 7 years of project or program management; 3 years of experience in leading and managing teams
• Bachelor's degree in Business, Marketing, or Communications Strong Client facing skills at a level to develop lead and execute Client presentations and business reviews.
• Must be able to manage a large workload, prioritizing demanding deadlines and time constraints.
• Must be able to identify, develop and implement strategic initiatives aligned with company and departmental direction and goals.
• Strong teaming and leadership skills with a focus on maintaining a high-performance team.
• Demonstrated project management experience and success in leading multiple demanding projects / major activities concurrently.
• Working knowledge and experience using project management software tools is preferred.
• Working knowledge and experience in any or all aspects of direct marketing is preferred.
• Must have demonstrated experience in leading continuous improvement initiatives and the ability to accelerate and deliver results.
• Able to apply broad work experience and knowledge when analyzing complex problems.
• Must be able to consistently identify critical elements, variables, and alternatives to develop solutions.
• Strong ability to perform situational assessment and data collection.
• Able to apply strong business acumen and collaborative skills.
• Effective communication and presentation skills are a must.
• Proven ability to interface with all levels within and outside of the organization.
• Demonstrated leadership and motivational skills for leading and implementing change within an organization.
• Must possess strong analytical and problem-solving skills.
• Advanced knowledge of project management and analysis tools (MS applications).
• Exceptional project management skills with implementations of Client facing solutions.
• Must be able to work in high production fast-paced environment.
• Strong organizational and multi-tasking skills.
• Self Starter and an ability to develop solutions that meet Client need while maintaining the integrity of standard solutions.
• Highly adaptable to differing Client needs - the ability to modify solutions on the fly.
• Must be a highly motivated individual with the ability to offer solutions.
• Ability to effectively manage conflict in a professional manner.

All your information will be kept confidential according to EEO guidelines.

RRD is an Equal Opportunity Employer, including disability/veterans

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