Circulation & Customer Service Manager

7 months ago

North York, Canada The Successful Investor Full time

**Circulation & Customer Service Manager - The Successful Investor Inc.**

We are an established wealth management and investment publishing firm with 25+ years’ experience in subscription marketing and independent portfolio management with assets under management verging on $1 billion and growing.

The Successful Investor is actively seeking a **Circulation & Customer Service Manager** to join our team and play a pivotal role in ensuring seamless operations and exceptional service delivery within our organization. We're seeking a proactive leader who thrives in a fast-paced environment and is passionate about enhancing customer experiences. If you are ready to drive efficiency, foster customer satisfaction, and lead a dedicated team, we want to hear from you.

**KEY RESPONSIBILITIES**:
As our Circulation and Customer Service Manager, you will provide customer service training to all client facing team members and oversee the day-to-day operations of the Circulation and Customer Service Departments to ensure they run efficiently and meet their set business objectives. This will be achieved through effective business planning, people management, training, quality assurance, and process improvement. Within your role, you will be required to demonstrate solid subscription software expertise, as well as cultivate a culture focused on providing optimal service to our wealth management clients and newsletter subscribers.

**Daily Operations and Business Planning**
- Oversee all aspects of the daily operations of the departments including the newsletter circulation functions (sales, distribution, and subscription fulfillment), customer service practices, reception and admin duties.
- Develop the knowledge and know how to work with our subscription software (Quickfill) to ensure subscription activities (enrollments, renewals, and retention) are done correctly.
- Ensure accurate maintenance of subscriber records and mailing lists to facilitate prompt delivery.
- Investigate and quickly resolve system issues (Quickfill, payment systems, website, etc.)
- Prepare business reporting on results and analysis to Management as required.
- Lead a customer-first strategic approach to meet client and subscriber needs and create an exceptional customer service experience.
- Handle customer service complaint escalations and keep management abreast of serious issues and outcomes.
- Communicate with subscribers and wealth management clients as required within the scope of the role.
- Liaison and build good working relationships with business partners as required within the scope of the role.
- Other duties as required to successfully fulfill this role and manage the departments.

**People Management**
- Manage the Circulation and Wealth Management Client Service staff and their daily activities/workload.
- Conduct performance reviews with direct reports regularly; Discipline and/or coach team members, as necessary.
- Foster a culture of accountability, trust, integrity, and respect within the departments.
- Manage recruiting, new hiring training, and orientation for all positions under your supervision.

**Training**
- Provide Customer Service training, coaching, and ongoing support towards building a strong customer-focused culture for all client facing roles.
- Identify, develop, and administer training programs and materials to improve and build upon the team’s knowledge, communication and expertise.
- Conduct monthly customer call reviews for all clients facing roles in conjunction with training and assessing performance.

**Quality Assurance and Process Improvement**
- Monitor and review all Circulation and Customer Service operations and transactions regularly to address quality issues and identify areas of improvement/gaps.
- Oversee the development of all operational job-based procedure manuals and guidelines for both departments.
- Work with the team to develop/update the departments’ business contingency plans annually.

**REQUIREMENTS: (Qualifications, Experience & Skills)**
- Post-secondary college or university diploma/degree in Business or equivalent.
- 3+ years of business management experience in the area of customer service.
- Previous experience in managing or supervising direct report(s).
- Proficient computer skills in MS Word, Excel, PowerPoint, and Outlook.
- Highly organized and detail oriented.
- Proactive, self-motivated, and driven.
- Positive attitude, with a strong customer service focus.
- Ability to exercise sound business judgment and strategic problem solving.
- Strong verbal and written communication skills.
- Flexible and adaptable to change.
- Ability to learn quickly and proven capability to master new business process software/systems is a must.
- Excellent mentoring, coaching, and people management skills.

**Preferred**
- Familiarity with circulation systems and solid technical knowledge of Quickfill, CMS, Whatcounts, and WordPress.
- Prior experience/exposure to subscription marketing,

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