Vice President, Client Services Job Listing at Prudential in Newark, NJ
Reporting to the VP, eBusiness Services, the VP, Client Services is a highly visible and exciting opportunity to work in a fast-paced environment with eDG, an exceptional digital team supporting the Prudential enterprise. The VP leads the team of eBusiness Directors, who interface directly with business partners across the enterprise. The VP is responsible for focusing the team on and providing support for enhancing the customer experience to develop and grow business partner relationships, leveraging the eDG Account Management discipline. Complementing the cross functional nature of digital activities at Prudential, the VP establishes cohesive working relationships across a wide array of disciplines, both internal and external to eDG. The VP is a public ambassador who promotes the use of common tools, processes and frameworks to support the expectations of our clients and their relationship with eDG. A comprehensive understanding of the digital marketplace, industry best standards, and relevant tools and capabilities are fundamental to success in this role. Extensive experience in delivering client-centric digital solutions using proven methodologies is essential to not only working with service leaders within eDG and with our clients.
The VP, Head of Client services has responsibility for:
Leading and developing a team of eBusiness Directors, who interface with business partners across the enterprise.
Training and developing team members to foster their growth and development as members of the team and Prudential.
Hiring appropriately skilled talent as needed to address business partner needs.
Conceiving and implementing, in collaboration with the metrics function, success measures for the team.
Managing the process of innovative change, effective team interaction, and employee engagement.
Client Relationship Management
Developing strategic relationships with all of the partners and understanding their business goals and objectives.
Partnering with business unit Chief Marketing Officers, Chief Information Officers, and associates in the Corporate Groups to develop and support cross-company, multi-channel strategies that lead to top line growth and increased market share across all product lines and consumer segments.
Defining and updating a standard client account management protocol that covers annual meetings and deliverables.
Generating enthusiasm among the eBusiness Director team for and engagement with a common vision for the client management process.
Guiding the team in leveraging the strategic and operational annual and quarterly eDG Account Management discipline, which the VP will be integrally involved in shaping.
Insuring all partner digital strategies are on-brand and appropriately complementary to business strategies.
Intervening as needed to provide support in challenging situations.
Anticipating the partner's needs from a policy and infrastructure perspective, removing barriers to flawless execution.
Account Management Activitation
Developing a forward-moving client interaction strategy targeted at providing transparency for our business partners and corporate centers.
Leading the implementation and growth of the eDG account model by driving continuous improvement of client centric processes and tools framework.
Regularly delivering a roadmap on core activities and the impact to eDG strategy and planning.
Creating and implementing the use of objective measurement protocols (scorecards, survey, etc.) to understand areas of success and opportunity for improvement.
Assessing plans across the team to determine proper resourcing and skills requirements.
Collaborating with the VP, Head of eBusiness Services and the head of Portfolio Management in addressing requirements.
Ensuring adherence to global standards of web design, architecture, performance, messaging and content.
Upholding a framework that enhances content, usability, visual aesthetics and functionality with the goal of increasing traffic, leads and overall user experience.
Insuring high quality services are delivered on time and within the expected budget.
Collaborate with Corporate Branding in supporting and enhancing the company's brand image digitally.
Thought Leadership, Competitive Intelligence and Market Analysis
Identifying emerging technologies and developments in both marketing and sales and helping clients understand the opportunities as they relate to broader business goals and objectives.
Facilitating the use of eDG's comprehensive digital resources and web development capabilities to support our partner's business and marketing objectives
Overseeing and assessing competitive analyses to identify best practices and recommended actions.
Reporting on digital key performance indicators and user trends and how they affect future planning.
Generating enthusiasm among team members for a common vision.
Experience and Skills Needed
Minimum of 10 plus years of experience creating and executing strategic plans for business partners.
Experience as a product manager, account manager, or eBusiness manager in financial services or in an agency environment.
Strong background in developing and executing digital marketing strategy and tactics.
Demonstrated success building, motivating and managing strong teams.
Outstanding client service orientation with demonstrated ability to handle constant skill
Exemplary communications skills, including speaking, written and listening.
Excellent leadership and collaboration skills and demonstrated experience working with diverse teams.
Strong facilitative and interpersonal skills.
High energy, confident individual who communicates with passion and authority.
Collaborative and team oriented, with a "passion" for working with people.
Critical, strategic thinker with ability to make sound, independent decisions under pressure.
Problem solver and identifies critical issues with ease and confidence.
Motivated by the demands of a high energy culture.
Comfortable in a visible position within the organization.
Demonstrated initiative and results-driven.
Interest in learning and enthusiasm for making a contribution to the team and the company.
Education: Bachelor's Degree/MBA a plus
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