Director of Client Services - Direct Mail Production

About the role

Production Solutions, a member of the Moore family of companies, is an industry leader in direct mail production management. Reporting to the Vice President of Client Operations and Services, the Director of Client Services leads, coaches and develops a high-performing production team in a complex, customer-focused, deadline-driven environment. The role ensures consistent delivery of the company's value proposition while helping the organisation become more disciplined, efficient and future-ready.

Key responsibilities

• Lead, coach and develop a team responsible for direct mail production execution, with quality, accuracy, accountability and strong client service.
• Build team capability in future-ready skills such as learning agility, critical thinking, communication, collaboration, adaptability, accountability, customer focus, technology fluency and continuous improvement.
• Manage team capacity, workload, priorities and staffing needs in partnership with Business Development, Resource, Accounting and other internal teams.
• Identify and implement process improvements that increase productivity, reduce rework, simplify handoffs and improve quality.
• Encourage practical use of technology, data, automation and AI-enabled tools to improve efficiency, decision-making and client outcomes.
• Ensure strong client and stakeholder focus, proactive risk management and responsive, reliable service.
• Use data, financial awareness and business judgment to forecast and manage revenue, monitor costs and evaluate risks.
• Advise on client and supplier meetings regarding milestones, timelines, costs, risks and efficiency improvements.
• Ensure adherence to compliance, regulatory standards and Quality Control processes.
• Partner with HR on interviewing, hiring, onboarding, training, performance reviews and development planning.
• Support Business Development, Resource and other departments in finding new products, services and workflow improvements; attend industry, client and supplier events as a company representative.

Required profile

• Bachelor's degree in a related field (e.g. business administration, communications, graphic arts, print management, operations) preferred, or equivalent education and experience.
• Minimum of 10 years of client-based experience in direct mail, production management, operations or client service.
• Minimum of 6 years managing direct reports, preferably teams of 8 or more.
• Demonstrated ability to lead teams through complexity, shifting priorities, ambiguity and change.
• Strong business acumen, customer focus and excellent communication skills.

Required skills

• Technology fluency: comfort learning new systems, using digital tools and spotting where automation or AI can improve productivity.
• Process improvement mindset: questioning inefficient processes, reducing rework and simplifying handoffs.
• People leadership: coaching, feedback, performance management and development planning.
• Ability to balance quality, cost, timeline, client needs, staff capacity and business impact.