Customer Experience Advisor

At Vomela our greatest asset is our people. As a full-service visual communications company, we are looking for creative and intellectual thinkers that work with our customers to create compelling brand solutions and foster meaningful connections. And while you're focused on creating big things for global and local brands, we will help you build a career you can be passionate about.

Apply now to find your place at Vomela.

Location: Onsite role in Jersey City, NJ

Pay Range: $70,000 - 85,000 USD/annually

Job Summary

The Customer Experience (CX) Advisor serves as the advisor for assigned retail and direct mail clients. The role is responsible for evaluating customer requirements, determining campaign execution strategies, recommending production and distribution solutions, and exercising independent judgment to balance customer objectives, operational capabilities, cost considerations, and company business goals. The position works across Sales, Prepress, Production, Purchasing, Logistics, and Finance to drive operational performance, customer retention, and profitable growth.

What You'll Do...

Strategic Account Management

• Evaluate customer requirements and recommend solutions regarding production methods, distribution strategies, inventory management, and campaign execution.
• Develop service strategies that support customer objectives and company profitability.
• Identify opportunities for account growth, process improvements, and enhanced customer experiences.

Campaign Planning and Operational Decision Making

• Exercise independent judgment in determining production approaches, scheduling priorities, fulfillment methods, and implementation strategies.
• Analyze project requirements and select appropriate solutions based on cost, timing, quality, and operational impact.
• Determine project execution priorities and coordinate resources to achieve customer and business objectives.
• Evaluate alternative production and mailing strategies and recommend the most effective solution.

Financial and Business Analysis

• Review project costs, postage expenses, production alternatives, and fulfillment options.
• Recommend cost-effective operational solutions that improve profitability and service performance.
• Monitor account performance and identify opportunities to improve operational efficiency and financial results.
• Approve service recovery actions and project-related expenditures within established authority limits.

Cross-Functional Leadership

• Lead coordination among Sales, Prepress, Production, Logistics, Purchasing, and other departments.
• Assess operational risks and determine corrective actions necessary to minimize customer disruption.
• Resolve complex customer and operational issues by evaluating alternatives and selecting appropriate solutions.
• Influence production priorities and resource allocation decisions for assigned accounts.

Customer Experience and Continuous Improvement

• Act as a trusted consultant regarding print production, direct mail, campaign execution, and distribution strategies.
• Lead root-cause analysis and improvement initiatives to enhance customer satisfaction and operational performance.
• Analyze service metrics and recommend workflow improvements.
• Implement process improvements that increase efficiency, reduce rework, and improve customer outcomes.

Reporting and Business Systems

• Utilize ERP, CRM, MIS, and web-to-print platforms to manage account performance.
• Analyze operational and customer performance metrics.
• Prepare recommendations for management regarding service improvements and account opportunities.

Requirements

• Bachelor's degree preferred.

• 3-5 years of experience in print, direct mail, manufacturing, marketing services, logistics, account management, or related fields.

• Strong analytical, business, financial, and problem-solving skills.

• Demonstrated ability to exercise independent judgment and make business recommendations.

• Ability to influence cross-functional teams and manage competing priorities.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Short Term & Long-Term Disability
• Training & Development
• Wellness Resources