Client Manager - Hybrid; locations Deerfield, IL or Chicago, IL

Client Experience Manager – Hybrid (Preferred locations Deerfield, IL or Chicago, IL) Company Description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company. We are Making Possible™ products and solutions that help advance the industries we serve, providing branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. We design and develop labeling and functional materials, radio-frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and offerings that enhance branded packaging and carry or display information that improves the customer experience.

Serving industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2024 were $8.8 billion. Learn more at

• Health & wellness benefits starting on day 1 of employment
• Paid parental leave
• 401K eligibility
• Tuition reimbursement
• Employee Assistance Program eligibility / Health Advocate
• Paid vacation and paid holidays

The Client Experience Manager will have direct responsibility for managing client specialists and/or delivery coordinators on the Client Experience team. The Client Experience team will function as the primary communication and coordination conduit between our clients and a variety of Vestcom internal groups. The goal of the Client Experience Manager is to maintain the highest levels of service and ensure their immediate team is staffed, trained and organized to support assigned clients efficiently and effectively as possible.

In addition, this position will be charged with implementing process improvements that will support the goals of better production support, service, and improved communication across the organization. Success in this position will be characterized by highly satisfied clients and team members.

• Manage and oversee associates responsible for resolving all client facing situations, issues and service level agreement orders.
• Oversee and ensure reviews, account planning, project management, issue coordination and day-to-day client communication activities are correct and complete.
• Oversee implementation of processes, procedures, and tools to increase the effectiveness of their team.
• Provide coaching, mentoring, and career development to their team members.
• Ensure that all team members receive on-going training opportunities. This includes making sure the training programs are effective, that the programs contribute to employee skills development and raise the skills and professionalism of the teams across the board.
• Responsible as escalation point person for Client issue resolution / satisfaction maintenance.
• Responsible as escalation point person for internal operating issues and teaming issues with other Vestcom departments.
• Responsible for Continuous Improvement initiatives within Client Experience.
• Responsible for management and attainment of Client Experience MBOs.
• Work with VP Client Experience in identifying staffing requirements and participate in the hiring process of new team associates.
• Assist VP Client Experience in expense and budget planning. Identify areas for improvement in internal processes for assigned clients and team.
• Assist in VP Client Experience in conducting client business reviews to ensure client satisfaction.
• Must be able to provide client service/support to production operators and/or programming staff as needed outside of normal working hours to support 24/7 operations.
• Ensures compliance with internal policies, procedures and internal controls in accordance with the Sarbanes–Oxley Act 2002 Section 404.

• Bachelor’s Degree in business, marketing or similar field is required.
• At least 5 years of management and/or business experience managing clients and employees, preferably in a service or manufacturing environment required.
• Th…