CX Project Manager
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Job Description
Client Experience Project Manager overseeing projects for Skyline Exhibits, ensuring timely delivery and high quality. Driving client engagement and satisfaction throughout the project lifecycle.
Responsibilities:
- Serve as the primary contact for a portfolio of mid-level clients managing their needs and expectations throughout the project lifecycle.
- Oversee the execution of client projects from start to finish, ensuring they are delivered on time, within budget, and to client specifications at the highest quality.
- Maintain regular communication with clients, addressing their inquiries, providing updates, and ensuring overall client satisfaction.
- Collaborate with Sales, Account Management, and Operations teams to resolve any process bottlenecks, ensuring smooth operations and adherence to timelines.
- Contribute to the development and refinement of documentation, ensuring clarity and accessibility for the team and ensure that all project documentation is up-to-date and accurately reflects the status of each project.
- Monitor project progress and proactively address any issues that arise, keeping internal teams informed, and applying best practices to resolve issues.
- Help gather project costs from vendors, suppliers and internal sources and create quote documents.
- Facilitate invoicing with commercial team, key account managers and finance.
- Assist in preparing project proposals, estimates, and manage project remaining within budget and maintaining P&L documentation.
- Act as a point of escalation for client issues, resolving them in a manner that maintains positive client relationships.
- Identify client change orders and manage internal teams and process handoffs to execute change orders on schedule, including creation of change order documentation.
- Prepare and manage and invoice exhibit storage fees, prep in/out fees, and I&D supervision. Monitor late exhibit returns and follow-up. Quote and apply freight accordingly to all orders.
- Be willing to travel as required for project fulfillment.
- Prepare and present regular reports on client satisfaction, project outcomes, and service performance to the team.
- Analyze client feedback and project results to identify areas for improvement and contribute to the continuous enhancement of the client services team.
Requirements:
- Bachelor’s degree in business administration, marketing, or related field.
- Minimum of 1 year in a Project Coordination role or similar position.
- Strong organizational and time management skills.
- Effective communication and interpersonal skills.
- Experience in establishing client relationships.
- Proficiency in Microsoft Office and familiarity with project management tools are essential.
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