HarperCollins Publishers

  • Assistant Manager, Customer Development

    Job Locations CA-ON-Toronto
    Posted Date 4 weeks ago(7/26/2019 11:56 AM)
    Job ID
    # of Openings
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  • Overview

    Job Title: Assistant Manager, Customer Development
    Department: Direct to Consumer
    Reporting To: Senior Manager, Customer Development
    Location: Toronto, 22 Adelaide Street West
    Type: Contract until May 2020


    Job Summary:
    To develop, plan and execute Direct Marketing Customer Retention and In-shipment promotions to meet Direct Marketing Continuity Book Club financial objectives. Act as liaison for Customer Service department.


    Key Duties:
    Planning and Development
    •Develops and recommends Customer Retention and In-shipment plans to ensure offers and marketing materials meet stated objectives and maximize profit.
    •Develops creative briefs upon manager’s approval and assigns them to copywriters.


    •Manages the execution of Customer Retention and In-shipment programs to ensure objectives, deadlines and budget are met, and to maximize customer response.
    •Communicates promotion plans to all internal stakeholders involved in supporting effective execution.
    •Coordinates the production of promotional pieces by establishing deadlines, obtaining copy approvals and approving purchase orders. Evaluates and proofreads marketing materials at each stage of production to ensure campaign objectives and criteria are met.
    •Forecasts, tracks and orders marketing materials and premiums required for promotions.
    •Coordinates the development of covers for DTC-only In-shipment products.
    •Manages the execution of the dunning program to ensure the program is running efficiently.
    •Assist Manager as liaison for Customer Service department, including reviewing monthly CS metrics, attending quarterly call monitoring sessions, assisting with an CS queries and organizing annual CS Appreciation Day.

    •Monitors and evaluates results of Customer Retention and In-shipment programs to determine the success of each program in meeting financial objectives.
    •Develops presentations based on results and presents them in a clear and concise manor.
    •Reviews and analyzes actual versus forecasted ad & promo expenditures.


    Team Leadership
    •Manage and coach staff to ensure that all responsibilities are accomplished and on track.
    •Meet the current and future Customer Development team requirements through proper recruitment, training and supervision.
    •Coordinate with Assistant Manager, Customer Programs on management of shared Marketing Coordinator.


    Qualifications, Skills and Competencies:
    • Post-secondary diploma/degree in Business/Marketing
    • 2 to 5 years of relevant marketing experience is preferred
    • Competencies and skills required to perform this job include:
    o Communication (verbal and written)
    o Planning, organizational skills
    o Analytical thinking, problem solving skills
    o Creativity/innovation
    o Staff management
    o Ability to pay close attention to detail
    o Proficiency with Microsoft Excel and other Office applications (Word, Powerpoint, Outlook) and Adobe Acrobat
    o In addition, this position requires the ability to manage execution, a drive for results, building trust/teamwork/collaboration, and an ability to read/analyze budgets and P&L’s.


    Harlequin is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.

    Harlequin is an equal opportunity employer. We thank all applicants for their interest, however, only those candidates selected for an interview will be contacted.


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