Program Coordinator (Client services and Publishing)

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Employer - Mountain West Studios
Job Description

Burnaby, BCDepartment: Customer Experience Reports to: Customer Experience Manager

SUMMARY Responsible for the Life Cycle Management of Grad Program and Family Portrait Sessions. Responsible for the Life Cycle Management of Softcover Schoolbook Program. Publishing Marketing and Design Support for print and digital media.
VALUES: What do we care about? Cost efficient; remove costs that are not required using lean methodology. Maintain the privacy of our community members via secure premise and secure retention of images and data. Harness the power of IT; make prudent technological advances; work smart. Team improvement; Communicate, Collaborate; trust. Have redundancy of roles throughout the operation; ‘back each other up’. Triple Bottom Line; treat people as well as sustainably possible; treat others, and newcomers, with courtesy, honesty, and integrity. To care; ‘we give a darn’; more than just a job; quality output; get it right the first time.
The Grad Family Coordinator is the “Single Touch Point” for coordinating for the Complete Customer Life Cycle for photography sessions, as well as Level 1 support on Publishing.

PRIMARY RESPONSIBILITIES Grad & Family Day Coordination: Schedule Grad & Family Portrait Sessions and have close coordination with Account Reps. Relationship building and Coordination with schools via visits, phone and emailers. Develop online photo schedules. Manage internal appointment software to enable students to book online appointments. Handle the Photo Shoot Appointment queries and change requests as required. Assist to develop and distribute Marketing Material to the schools prior to sessions. Reply to phone, mail, courier, and email correspondences pertaining to grad and family photos. Customer Query and Complaint handling and providing timely and effective solutions remaining pleasant and polite at all times. Inter departmental coordination to ensure the complaints are resolved within SLA. Monitoring the Pre Production process to ensure that all information from Area Managers is received on time and ensure timely processing of Orders. Maintain and Update SOP’s on a regular basis. Maintaining digital records using a variety of software (Database and MIS management) Engaging in regular Meetings. Solicit and provide feedback about current and prospective offerings to Office Manager.
Publishing and Softcover Book Coordination and Support: Book promotion through digital marketing. Design, create and monitor Softcover templates for school use. Monitor the Pre Production process to ensure that all information and images from schools is received on time and formatted correctly. Level 1 support on design and compilation of Softcover Books.
ADDITIONAL RESPONSIBILITIES: Support to the Schoolday Photography vertical to ensure all customer requests and complaints are resolved within the Service Level agreements. Coordinating for special Events – Open House, Family Days at the Studio to ensure a fun filled and memorable experience for the families. Review all correspondences on an ongoing basis to ensure a high level of professionalism and to ensure that literature is current and make recommendations to management (Brand Manager and Operations Manager) when changes are required. Meet and exceed performance expectations. Encourage repeat customers / brand loyalty. Suggest ways to minimize costs, maximize revenue, and promote green practices. Creation and updating of task descriptions. Address or report

Location - Canada
Date Posted - 23 Mar 2019
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