The Regional Client Operations Manager is responsible for leading and developing a team of Project Managers while ensuring the successful execution of complex print, promotional products, packaging, and point-of sale programs for key clients. This role drives operational excellence, profitability, client satisfaction, and revenue growth by overseeing order management, sourcing, production, fulfillment, inventory management, and billing accuracy. The Regional Client Operations Manager partners closely with Sales and Client Services leadership to deliver exceptional service, achieve financial objectives, and support strategic client growth initiatives.
KEY RESPONSIBILITES
- Team Leadership & Development
- Lead, mentor, and develop a team of 8 Project Managers, fostering a culture of accountability, collaboration, and service excellence.
- Conduct regular performance reviews, goal-setting discussions, coaching sessions, and professional development planning.
- Monitor team productivity, workload distribution, and resource allocation to ensure operational efficiency and client service excellence.
- Implement corrective action plans and performance improvement initiatives when necessary.
Client Operations and Account Management
- Oversee the production and execution of complex, high-revenue print, promotional products, packaging, and POS/POP programs.
- Ensure client deliverables are completed accurately, on time, and in accordance with service level agreements.
- Serve as an escalation point for high-level client concerns, production issues, and operational challenges.
- Partner with Account Executives and Sales Leadership to align operational execution with client objectives and revenue growth strategies.
- Support client retention efforts through exceptional service delivery and proactive issue resolution
Financial & Operational Performance
- Drive achievement of gross profit, revenue, and client retention targets across assigned accounts.
- Monitor and analyze key performance indicators including gross profit percentage, revenue growth, on-time delivery, order accuracy, and client satisfaction.
- Identify operational risks and implement mitigation strategies to ensure business continuity and client success.
- Ensure billing accuracy and compliance with established operational standards and best practices.
Process Improvement & Operational Excellence
- Oversee end-to-end order management processes, including order entry, sourcing, procurement, production, fulfillment, inventory management, and invoicing.
- Lead continuous improvement initiatives to enhance efficiency, profitability, and service quality.
- Evaluate operational workflows and recommend process enhancements to improve productivity and scalability.
- Ensure adherence to company policies, operational procedures, and quality standards.
QUALIFICATIONS
Education and Experience
- 5+ years of leadership experience within print, promotional products, branded merchandise, packaging, or related industries.
- Demonstrated success driving operational performance, profitability, and client retention.
Required Skills & Knowledge
- Strong knowledge of print production, promotional products, packaging, POS/POP materials, and fulfillment operations.
- Experience with multi-bid sourcing, procurement, vendor management, and production coordination.
- Proficiency in order management, inventory management, and billing processes
- Exceptional leadership, coaching and team development skills.
- Strong organizational, analytical, and problem-solving abilities.
- Excellent communication and client relationship management skills.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- Experience with Microsoft Dynamics Business Central.
- Experience with DemandBridge, Quantum, and ASI platforms.
- Knowledge of web store setup, maintenance, and e-commerce fulfillment operations.
- Experience managing complex enterprise-level client programs.
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Skills Required
- 5+ years of leadership experience within print, promotional products, branded merchandise, packaging, or related industries.
- Demonstrated success driving operational performance, profitability, and client retention.
- Strong knowledge of print production, promotional products, packaging, POS/POP materials, and fulfillment operations.
- Experience with multi-bid sourcing, procurement, vendor management, and production coordination.
- Proficiency in order management, inventory management, and billing processes.
- Exceptional leadership, coaching and team development skills.
- Strong organizational, analytical, and problem-solving abilities.
- Excellent communication and client relationship management skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with Microsoft Dynamics Business Central.
- Experience with DemandBridge, Quantum, and ASI platforms.
- Knowledge of web store setup, maintenance, and e-commerce fulfillment operations.
- Experience managing complex enterprise-level client programs.
What We Do
Smart Source LLC is a premiere brand management, BPO and Technology provider. We are consultants, working as an extension of your team to offer best practices and the highest quality solutions in global communications and marketing. We have documented success with clients across all verticals; from healthcare to finance, retail to hospitality, automotive to manufacturing. Smart Source offers a full suite of solutions including print management, supply chain management, promotional products, direct mail, corporate apparel, kitting and fulfillment, e-technology platforms and much more. Print Management | Integrated Marketing | Digital and Offset Printing | Promotional Products | Direct Mail/Marketing | Promotional Marketing | Variable Data Printing | Vendor Management | Business Process Outsourcing | Corporate Apparel Program | Print Procurement | Warehousing and Distribution
