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Customer Relationship Manager

2 months ago

Montreal, Quebec, Canada Publicis Groupe Full time
Job Description

The Senior Customer Partner, Team Lead is responsible for leading a team dedicated to managing customer relationships, maximizing customer satisfaction and achieving the agency's financial objectives. This role is crucial to ensuring collaboration between the company and its customers, while supporting the development and growth of the team.

Key Responsibilities:

  • Business Development: Advise customers on their business challenges related to technology and digital transformation, participate in the development of strategies for business proposals affecting customers, and organize and lead planning sessions related to portfolio activities.
  • Customer Relationship Management: Monitor project progress according to specifications and customer expectations, develop and maintain strong business relationships with customers, and ensure sustained growth and profitability of customer portfolios.
  • Leadership and Team Management: Lead, motivate, and coach a team of customer partners to achieve performance objectives, ensure professional development of team members through training and mentoring, and identify and implement process improvements to increase efficiency and quality of customer service.

Requirements:

  • Minimum 5-7 years' experience in an account management or customer service role, with at least 2 years in a leadership position.
  • Agency experience is an asset.
  • University degree in a related field, whether communications, marketing, or administration.
  • Flawless French/English bilingualism.
  • Ability to work in a dynamic environment and manage multiple priorities simultaneously.

What We're Looking For:

  • Business Acumen: Ability to read between the lines and understand customer needs even before they themselves know.
  • Diplomacy: Ability to act as a customer representative within the company and vice versa, requiring strong diplomatic skills.
  • Strategic Thinking: Ability to motivate customers and internal teams to face change and adapt to new situations.
  • Crisis Management: Ability to remain calm and composed in high-pressure situations, making informed decisions to resolve crises.

About Us:

As a member of the Publicis Groupe, we value human-centricity and collaboration. Our ideal candidate will share these values and be able to foster and enrich our culture.

What We Offer:

  • 3 to 4 weeks vacation day one (depending on experience).
  • 10 extra days off during holy days and 2 personal days.
  • After a year, the opportunity to work fully remotely up to 6 weeks in countries where we have an office.
  • Competitive health insurance (dental, vision, short/long term disability).
  • Internal programs to support employees against cancer and fertility.
  • Hybrid work model with 3 days a week minimum in the office.
  • A flexible schedule that truly allows work-life balance.