Senior Customer Partner

1 week ago

Montreal, Quebec, Canada Publicis Groupe Full time

About the Role

The Senior Customer Partner, Team Lead is a key position within Publicis Groupe, 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

  1. Strategy and 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.
  • Organize and lead planning sessions related to portfolio activities.
  • Monitor project progress in conjunction with project teams, ensuring alignment with customer expectations.
  • Develop and maintain strong business relationships with customers.
  • Ensure sustained growth and profitability of customer portfolios.
  • Collaborate with the team and internal departments to identify growth opportunities and develop strategies to seize them.
  • Analyze market trends and customer performance to inform strategic decisions.
  • Contribute to the development of customer business plans and help define growth and service objectives.
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.
  • Identify and implement process improvements to increase efficiency and quality of customer service.
  • Monitor key performance indicators (KPIs) and propose corrective actions where necessary.

Requirements

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

What Sets You Apart

  1. Business creativity: the ability to understand customer needs before they are articulated.
  2. Diplomacy: the ability to represent the customer within Publicis Groupe and vice versa.
  3. A lighthouse in a storm: the ability to motivate customers and internal teams to face change together.
  4. Crisis management: the ability to excel in high-pressure situations.

Additional Information

Publicis Groupe is a human-centric organization that values collaboration, empathy, and customer service. As a Senior Customer Partner, Team Lead, you will be expected to foster and enrich this culture. Publicis Groupe offers a range of benefits, including:

  1. 3 to 4 weeks vacation day one (depending on experience).
  2. 10 extra days off during holy days and 2 personal days.
  3. 6 sick days/mental days.
  4. After a year, the opportunity to work fully remotely up to 6 weeks in any countries where Publicis Groupe has an office.
  5. Competitive health insurance (dental, vision, short/long term disability).
  6. Internal programs to support employees against cancer and fertility.
  7. A hybrid work model with 3 days a week minimum in the office.
  8. A flexible schedule that allows for work-life balance.

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