Client Experience

ABOUT AIIM AIIM helps our customers drive revenue growth with recurring marketing communications across print, direct mail, email, text, and large-format retail solutions. By collaborating on solutions designed to enable clients to achieve their strategic goals, we use print, data, and integrated marketing to deliver highly effective campaigns that enrich customer relationships while providing measurable return on investment.
JOB SUMMARY Reporting to the Client Experience Manager, the Client Experience Representative (Large Format & Retail Solutions) is responsible for managing client projects that deliver outstanding retail-focused marketing experience. This role specializes in large-format print, in-store signage, point-of-purchase displays, and retail campaign execution—ensuring that every project is delivered on time, on budget, and on specification. Acting as the key client liaison, this individual facilitates integrated deliverables across AIIM's production teams and partners to ensure a seamless customer experience.
JOB KNOWLEDGE · Strong knowledge of large-format print technologies (flatbed, roll-to-roll, finishing, substrates, installation requirements). · Understanding of retail campaign execution, including store rollouts, franchisee marketing support, in-store signage, and retail merchandising programs. · Familiarity with paper, print, litho, digital/POD, web, and inline capabilities. · Knowledge of digital prepress, packaging, and lettershop services. · Accountability and organizational excellence.
QUALIFICATIONS
• College / University Diploma in related field or equivalent work experience.
EXPERIENCE · 2+ years in large-format print production or retail marketing solutions. · Experience managing projects for multi-location retailers, franchisees, or QSR brands is a strong asset. · Understanding of data requirements and variable messaging for direct mail industry is preferred. · Hands-on knowledge of substrates, finishing, kitting, and distribution logistics for retail signage and display programs.
SKILLS · Proficiency with MS Word, Excel, Outlook, and project planning software (MS Project or similar). · Strong problem-solving skills; resourceful with high attention to detail. · Excellent communication (written/oral), time management, and organizational skills. Ability to thrive in a fast-paced, deadline-driven environment. · Willingness to learn and adapt in a continually evolving print and marketing sector.
DUTIES & RESPONSIBILITIES · Serve as key point of contact for retail and large-format clients throughout project lifecycle. · Create work dockets using PCMS and provide clear, concise instructions to production teams. · Set up pre-production planning sessions for high-volume, complex retail campaigns. · Coordinate store kit builds, shipping, and logistics for multi-location rollouts. · Validate sample output, ensuring quality control and brand consistency before full production. · Manage inventory levels for recurring retail programs and establish reorder thresholds. · Utilize procurement tools for sourcing materials, substrates, or services outside of AIIM. · Ensure timely invoicing and adherence to monthly billing deadlines. · Maintain updated client/project descriptions for account backup. · Stay current with Canada Post and retail shipping policies for compliance and optimization. · Ensure all client communications are prompt, professional, and within two regular business hours. · Adhere to Health & Safety and Security Policies, reporting violations when required.

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