Job Description

Positive Fulfillment Services is one of Canada's premier suppliers of marketing logistics and fulfillment services to the healthcare and pharmaceutical industries.

As an industry leader specializing in healthcare marketing support and fulfillment services, Pharmilink Healthcare Marketing Services / Positive Fulfillment Services develops strategic programs to help our clients' get their products and brand messaging into the hands of their targets while holding true to our core values of integrity, fairness, reliability, customer focus and innovation.

The Client Engagement Manager's main responsibilities are to manage the day-to-day relationship and projects with high value clients, work closely with the client engagement team to ensure our client and organization's goals are met, implement strategic marketing plans and act as an ambassador to Positive's Core Values when dealing with external and internal stakeholders.

Responsibilities:

Accountable for maintaining relationships, providing superior customer service, meeting/exceeding SLA's and KPI's to high value clients while working closely with Senior Management and Client Engagement team Executing on clients annual SOWs and managing budgets with spend tracking Monthly review of client billing and projects to ensure optimal margin and proactively address issues Lead the execution of client marketing programs from start to finish, leveraging internal support and driving collaboration Proactively engage with existing clients by providing needs-based assessments; identify immediate / future opportunities to increase client loyalty Experience in building, executing and managing client CRM and loyalty programs an asset Evaluates program and project progress and success against performance standards. Appraises and resolves deficiencies and challenges Oversight of weekly production scheduling for all projects and clients programs Ensures deadlines are met and keeps stakeholders informed of project/program status Takes a proactive approach when dealing with client's needs; troubleshoot issues and finds solutions Collaborates with all internal departments (QC, IT, Finance and Production) regarding the management and success of a client's program to improve partnership and revenue Addresses barriers/opportunities, create efficiencies, and suggest process improvements Oversight and approval of Client Services Representatives team time cards and time off calendar Train and mentor Client Services Representatives on projects, principles and best practices, including weekly status meetings to discuss challenges and project timelines/completion Creating and reviewing annual Performance Appraisals for CSR team, as well as creating goal-setting documents for performance measurement Addressing and documenting performance issues and creating Performance Improvement Plans when needed Gain extensive understanding of client solutions and objectives and partner with Sales team to help achieve success.

Qualifications:

Post-Secondary education (diploma/degree) and 5+ years of relevant work experience. Strong verbal and written communication skills Previous experience managing a team is an asset Customer-centric thinking and focus A self-starter with a strong sense of personal accountability and urgency. Strong relationship building and client service skills Strong team building and mentoring skills Ability to multitask, prioritize, and process work quickly, efficiently, and accurately. Ability to work under pressure and a sense of urgency Familiarity using project management tools and best practices. Ability to work well in both a team atmosphere and independently. Advance computer skills including proficiency in the Microsoft Office suite; overall Tech savvy Strong analytical and problem-solving skills The ability to investigate complex issues and implement effective solutions. Professional demeanor and strong business acumen Strong presentation skills
Positive Fulfillment Services Ltd. is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. If you require an accommodation for the recruitment/interview process please let us know and we will work with you to meet your needs.

Job Type: Full-time

Benefits:

Dental care Extended health care On-site parking Paid time off
Ability to commute/relocate:

Etobicoke, ON M9W 7J2: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 3 years (required)
Work Location: In person