Sr Client Service Manager Resume Example

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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Executive Summary
Corporate Marketing & Program Management Project Planning, Initiative Development, Competitive Analysis...Account Management Target Driven Implementation, Partnership Campaigns, Flexible Team Member Client services, corporate marketing, merchandising and operations manager with experience in the implementation of targeted marketing initiatives for national entertainment retail leader. Experience includes account management, competitive/grand opening mail campaigns, market analysis, in-store promotions, partnership campaigns, store grand openings and closings, and field relationships. Highly flexible management team member with solid understanding of corporate marketing strategies and the life cycle of customer directed initiatives. Direct client contact with iTunes executives to maintain KPI compliance and report retailer compliance. Manage 4 Client Service Managers and maintain highest level of customer service.
Professional Experience
Sr. Client Service Manager, 01/2011 to Current
Tiaa Portland, OR,
  • Main contact with the iTunes Account Managers and Buyers for Target, Toys R Us, OfficeMax, Costco, H-E-B and Sam's Clubs.
  • Manage the Client Service team for US and Canada.
  • The client (iTunes) has Anderson merchandise iTunes gift card placement on dedicated and non-dedicated planogrammed fixtures and locations in retailers.
  • Monthly visits are conducted by full time Brand Advocates who collect data based on monthly store visit instructions including but not limited to, placement of new POP, resetting fixtures with new card designs, correcting planogram discrepancies, collecting low and out of stock gift cards within retailers for replenishment, ensuring correct amount of pegs on fixtures are set with iTunes gift cards.
  • Create and edit monthly, 7 retailer specific Store Visit Instructions (SVI) instructing field personnel of client requests and tasks to be completed and data to be collected.
  • In detail, provide clear instructions and graphics related to special projects or new fixture or placements for gift cards.
  • Monthly, extract data collected via iPhone App and provide an executive summaries to iTunes account managers for each retailer.
  • Details provided include performance on; "On Entry" and "On Exit" KPI data.
  • By store detail of iTunes gift cards out of stock, reporting any fixture exceptions, POP exceptions, pricing exceptions.
  • Provide insights, successes and recommendations to increase sales or gain additional placement of gift cards by retailer.  
  • Present findings a Quarterly Business Reviews at Apple headquarters
Internal Operations Manager, 01/2005 to 01/2011
Amazon.Com, Inc. Arlington, VA,
  • Manage scheduling, call reports, visit instructions and reporting for 950 part time merchandisers for client Walt Disney Studios Home Entertainment and Walt Disney Studios Motion Pictures.
  • The client has Mosaic merchandise in over 8,000 grocery, retail stores and theatres in the US and Canada.
  • Visits are weekly and are deployed on handheld devises for collecting data for the client on new release DVD and Blu-ray titles along with ensuring proper banner placement in theatres.
  • Once visits are completed, downloaded data is collected and reports are created and submitted to client for their review.
  • Support 5 regional and 31 district managers by assisting in mapping territories and reassigning visits.
  • Operationally, support a team of 7 customer service managers located on site at the Disney headquarters.
  • Additional responsibilities include managing a team of 3 coordinators, writing and editing an internal publication that is presented to the client and field employees monthly.
  • Pre-awareness slides are created for each new release title and sent to the field management to use to inform their employees of merchandising techniques and promotions.
Program Marketing Manager, 01/2000 to 01/2005
Doordash Berlin Heights, OH,
  • Managed monthly competitive direct mail campaigns with a $5 million annual budget.
  • Managed Grand Openings, Store Closings and Market-Level plans.
  • Responsible for developing, writing, editing and managing monthly competitive direct mail campaigns within budget.
  • Worked with the internal database group to obtain inactive member lists, worked with the creative group on design, and with external mail vendor for prospect lists, printing and shipping.
  • Campaigns resulted in a positive return on investment, high coupon redemptions and reactivated lapsed members, and attracted new members.
  • Developed a tiered grand opening plan.
  • Recognized that new stores, depending on location and competitive status needed more or less investment on grand opening activities.
  • Negotiated costs with direct mail vendor and 2 promotion vendors.
  • Created tracking reports on the "ramp-up" performance of the stores.
  • Eighty percent (80%) of new stores in the past 3 years have exceeded their targeted performance standards for revenue and customer acquisitions.
  • Implemented a tactic for closing and relocating stores.
  • Created flyers, direct mail postcard and exterior banners with maps and addresses of nearest open locations.
  • Through this process, 60% of customers continued to remain active.
  • Analyzed and track coupon usage.
  • Managed market level plans for the Market Sales Managers and Directors.
  • Responsibilities included working with the sponsors' team, in-store P.O.P.
  • materials, websites, tracking and the compilation of results.
  • Sponsors included, H-E-B Grocer, Paramount Parks and the NBA.
Regional Facilities Manager, 01/1995 to 01/2000
Rusnak Auto Group Anaheim Hills, CA,
  • Managed the repairs and maintenance for over 300 video stores.
  • Liaison between Store Managers and contracted service vendors for store repair and maintenance.
  • Managed service vendor response to store needs, and pre-determined budget accountability.
  • Entering this department, a large number of vendors were in place to respond to the needs of 10 - 20 stores each.
  • After examining store needs vs.
  • vendor responsibilities, vendors were given the opportunity to bid on larger territories and take on more responsibility.
  • This resulted in the successful consolidation of vendors and cost savings.
  • In the Houston Region $125,000 was saved annually on general maintenance costs.
  • An additional $165,000 was saved annually by negotiating a janitorial contract for 550 stores.
Finance Assistant, 01/1993 to 01/1995
Movado Group Inc. Rehoboth, MA,
  • Responsible for development of monthly financial reports for 60 District Managers, 6 Regional Directors and the Regional Vice President.
  • Processed accounts payable and receivables.
  • Worked closely with the regional Finance Manager to monitor annual expenses and compile budget reports while projecting future expenses.
Payroll Assistant / Benefits Coordinator, 01/1990 to 01/1993
  • Managed payroll and benefits for over 3,000 employees.
  • Tracked the status of employees on short and long-term disability.
  • Responsible for relaying results of employee drug tests to store managers.
  • Answered employee questions regarding insurance, vacation days, sick days, holiday pay, and general payroll questions.
Store Manager, 01/1985 to 01/1990
  • Responsible for daily store operation: opening, closing and banking procedures for emerging video rental company.
AA: Business Administration, Expected in 1987
National University - Vista, CA
Business Administration
Core Qualifications
Windows 95/2010, Microsoft Office (Word, Excel (advanced), PowerPoint, Publisher), Crystal Reports, AS400.
accounts payable, acquisitions, AS400, banking, banners, benefits, budget, closing, competitive, Crystal Reports, client, customer service, database, direct mail, DVD, editing, edit, Finance, financial reports, graphics, instructing, insurance, managing, Market, Market Sales, materials, merchandising, Excel, mail, Microsoft Office, PowerPoint, Publisher, Windows 95, Word, negotiating, payroll, personnel, pricing, promotion, publication, repairs, reporting, retail, sales, scheduling, shipping, video, websites

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Resume Overview

School Attended
  • National University
Job Titles Held:
  • Sr. Client Service Manager
  • Internal Operations Manager
  • Program Marketing Manager
  • Regional Facilities Manager
  • Finance Assistant
  • Payroll Assistant / Benefits Coordinator
  • Store Manager
  • AA

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