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Client Services Manager


Customer Service

Sector : TC Transcontinental Printing

Jornada completa/parcial : Full-time

Client Services Manager

At TC Transcontinental, we've got it made, and that's because of the expertise of our team.

We are currently looking for a Client Services Manager. Our Client Services Manager plays a pivotal role in interacting with our client, and TC internal production departments. The CSM will provide some project management, coordination, and production support by ensuring the production programs and other special projects meet all deliverables while adhering to client objectives. The incumbent will partner with an external client to manage projects and campaigns, working as a liaison between our external customers and internal production teams. The position is also responsible for direct supervision of the departmental colleagues located at the client office, including but not limited to Project Coordinators and Graphic Designers or Production. It is a cross-functional role that interfaces with client service, account management and graphic production and provides management support to the Production Manager.

We have been driving innovation since 1976.

With over 8,000 employees and 41 production sites, TC Transcontinental is a leader in the packaging and printing industry, as well as the top French-language educational publishing group in North America. It is a company that takes care of its teams and where employees support each other. At TC Transcontinental, we lead the industry by cultivating a sense of belonging for all.

When benefits really help you live better.

  • [Group Insurance (including health, life, disability, dental, and travel insurance)[
  • [Paid maternity/paternity leave and educational reimbursement]
  • [Immediately vested 401k with company match]
  • [Supplier discounts on various products]
  • [Regular full-time position]
  • [Participatory management]

When your actions lead to success.

  • Build and maintain excellent client relationship
    • Ensure all assigned customer needs are being met
    • Build relationships and manage interactions with key stakeholders (internal and external)
    • Develop solid understanding of customer business needs and requirements
    • Provide recommendations on client process and align to customer expectations
    • Issue status reports and monthly activity reports for management as needed
    • Keep up to date with key client initiatives and share knowledge with team (as required)
    • Work with client & production teams to help strategize, ensure programs are on brand and meet client business objectives
    • Troubleshoot project/client issues favourably for both parties
    • Liaise with internal and external functional groups
    • Hold timely status meetings with key personnel
    • Support client efficiency improvements by enforcing process guidelines. Occasional presentations and training sessions for client required.
    • SME for code sheets, print and digital distribution
    • Other tasks as client needs arise
  • Client technical/business support for Job Assistant, Phoenix and JDA applications
    • Biweekly security check to remove JA accounts for former Loblaw and TC colleagues
    • Administrator for new and existing JA accounts within Loblaw account
    • Administrator for new Loblaw client sites, workflow deadlines, unique projects, modifications to current deadlines
    • Train new users at Loblaw Location on JA procedures
    • Import data from JDA into Phoenix weekly
    • Monitor, troubleshoot potentially inaccurate data pulls from JDA, special timing requests for holiday periods.
    • Phoenix administrator and trainer for new TC colleagues at client location
  • Reporting to the Production Manager, act in a Leadership capacity to direct and manage the activities of the production team at client location.
    • Assign tasks and responsibilities to team members
    • Supervise, coach and manage project coordination (or other) personnel, including performance & development
    • Identify, champion and lead process improvement & best practice initiatives within the team
    • Work as part of a team, follow and adhere to Transcontinental’s code of ethics, and participate in continuous Improvement efforts
    • Provide departmental backup and support for account specific requirements as needed
  • Support and contribute to a healthy and safe work environment
    • Following all workplace regulations, policies, and initiatives, including reporting all first aid injuries, accidents, and workplace hazards.

When your expertise drives us.

  • Post-secondary degree or diploma in Graphic Communications or similar
  • Minimum of 5 years of experience in related industry
  • Thorough knowledge of production procedures in prepress and print
  • Experience in project management, past experience in leading a small team
  • Extensive working knowledge of Adobe Creative Suite and Microsoft Office Suite applications
  • Proven performance in developing quality client relationships
  • Proven experience in overseeing integrated programs
  • Excellent interpersonal and communication skills, demonstrated leadership skills
  • Well-developed time and stress management maintaining a professional attitude under pressure
  • Strong problem-solving skills
  • Thrives in a fast-paced environment, welcomes change and is highly adaptable

When our contribution invents the future.

A pillar in its various sectors of activity, TC Transcontinental inspires by its desire to create a responsible and united world. Its actions, particularly its commitment to the use of plastic, contribute to the protection of resources and the design of innovative products.

Send us your application. Create something with TC Transcontinental.