Sr Manager - Customer Excellence - Adecco Staffing; MSP

About the role

Senior Manager, Customer Excellence is responsible for managing and fostering strong relationships with customers, MSP contacts and colleagues/associates by driving the strategy for delivery, execution, recruitment, and retention that ensures growth in customer revenue, gross margin and EBITA. This role is accountable for the oversight of service delivery related to sourcing and screening activities within the customer portfolio including serving as an escalation point of contact to resolve complex business issues.

Additionally, this role will provide consultation and direction to all cross functional team members and vertical colleagues to ensure we are providing outstanding customer service, order fulfillment, management, and compliance support throughout the assigned customer partnerships.

This role will lead a team of Account Executives, Leads, Talent Excellence Specialists & Managers. This leader must create an atmosphere where a culture of diversity is embraced, performance is recognized or addressed, and development of current role and careers are fostered.

• Proactively partner with the Customer Success and Excellence team to anticipate customers’ needs based on historical and current business activity and knowledge of customers’ hiring patterns and trends within the industry or markets.
• Ensure all agreed upon customer service level agreements and requirements (both operational and contractual) are in line with agreed contractual terms
• Strive for strategic ingenuity through the development, implementation and measurement of process efficiencies, productivity metrics and quality of service.
• Maintain high levels of customer satisfaction through regular communication, meetings, and business reviews.

• Responsible for the financial growth of customer portfolio while attaining budget targets by utilizing various sets of data, tools and reports and creating a comprehensive action plans to support the strategic priorities.

• Create, implement, and manage innovative recruitment strategies to attract top talent and increase retention internally and externally with associates.
• Work closely with Adecco leadership, Customer and Program Management teams to ensure clear understanding of the business, staffing needs, culture, and program expectations.
• Anticipate and understand the local talent market and put in place a workforce planning strategy to ensure a continuous pipeline of quality talent.
• Identify, source and screen top quality candidates for open opportunities within our MSP/VMS customer programs and build pipelines in anticipation of future needs
• Develop service and delivery plans in support of organizational strategies and objectives. Recommend improvement of strategies based on market research and competitor analyses. Oversee implementation of approved strategies and initiatives.
• Day-to-day management of Lead and team performance to include coaching and development of the customer program team to ensure all service levels and performance metrics are met. Drives performance accountability for all team members.
• Create and maintain mechanisms/forums to seek and act upon colleague and associate feedback to ensure continuous improvement.
• Proactively review and monitor processes/procedures and implement improvements where possible to reduce cost to service.
• Prepare and present a monthly/quarterly business review to the Customer Excellence Leadership team
• Engage with the internal colleagues and corporate departments, when appropriate, for shared best practices and/or to identify and implement an improvement plan, as needed

• Bachelor’s degree in Business, Marketing or related field or equivalent experience
• Minimum of 5 years of experience in related business or service-provider environment required
• Minimum of 4 years of people management and direct leadership experience
• 3 years of Adecco or corporate experience preferred

• Skilled in communicating effectively verbally and in writing.
• Ability to proactively establish and maintain effective working relationships.
• Ability to demonstrate high-level customer service skills.
• Ability to develop,…