Sr Manager - Customer Excellence - Adecco Staffing (MSP)

Senior Manager, Customer Excellence is responsible for managing and fostering strong relationships with customers, MSP contacts and colleagues/associates by driving the strategy for delivery, execution, recruitment, and retention that ensures growth in customer revenue, gross margin and EBITA. This role is accountable for the oversight of service delivery related to sourcing and screening activities within the customer portfolio including serving as an escalation point of contact to resolve complex business issues. Additionally, this role will provide consultation and direction to all cross functional team members and vertical colleagues to ensure we are providing outstanding customer service, order fulfillment, management, and compliance support throughout the assigned customer partnerships.

This role will lead a team of Account Executives, Leads, Talent Excellence Specialists & Managers. This leader must create an atmosphere where a culture of diversity is embraced, performance is recognized or addressed, and development of current role and careers are fostered.

• Proactively partner with the Customer Success and Excellence team to anticipate customers’ needs based on historical and current business activity and knowledge of customers’ hiring patterns and trends within the industry or markets.
• Ensure all agreed upon customer service level agreements and requirements (both operational and contractual) are in line with agreed contractual terms
• Strive for strategic ingenuity through the development, implementation and measurement of process efficiencies, productivity metrics and quality of service.
• Maintain high levels of customer satisfaction through regular communication, meetings, and business reviews.

• Responsible for the financial growth of customer portfolio while attaining budget targets by utilizing various sets of data, tools and reports and creating a comprehensive action plans to support the strategic priorities.

• Create, implement, and manage innovative recruitment strategies to attract top talent and increase retention internally and externally with associates.
• Work closely with Adecco leadership, Customer and Program Management teams to ensure clear understanding of the business, staffing needs, culture, and program expectations.
• Anticipate and understand the local talent market and put in place a workforce planning strategy to ensure a continuous pipeline of quality talent.
• Identify, source and screen top quality candidates for open opportunities within our MSP/VMS customer programs and build pipelines in anticipation of future needs
• Develop service and delivery plans in support of organizational strategies and objectives. Recommend improvement of strategies based on market research and competitor analyses. Oversee implementation of approved strategies and initiatives.
• Day-to-day management of Lead and team performance to include coaching and development of the customer program team to ensure all service levels and performance metrics are met. Drives performance accountability for all team members.
• Create and maintain mechanisms/forums to seek and act upon colleague and associate feedback to ensure continuous improvement.
• Proactively review and monitor processes/procedures and implement improvements where possible to reduce cost to service.
• Prepare and present a monthly/quarterly business review to the Customer Excellence Leadership team
• Engage with the internal colleagues and corporate departments, when appropriate, for shared best practices and/or to identify and implement an improvement plan, as needed

EDUCATION & JOB REQUIREMENTS

• Bachelor’s degree in Business, Marketing or related field or equivalent experience
• Minimum of 5 years of experience in related business or service-provider environment required
• Minimum of 4 years of people management and direct leadership experience
• 3 years of Adecco or corporate experience preferred

COMPETENCIES:

• Skilled in communicating effectively verbally and in writing.
• Ability to proactively establish and maintain effective working relationships.
• Ability to demonstrate high-level customer service skills.
• Ability to develop, improve and streamline processes to meet established goals and objectives.
• Ability to evaluate information, identify key issues and formulate conclusions based on sound and practical judgment.
• Ability to deliver to and successfully manage stakeholder expectations while working in a fast-paced environment with tight deadlines, budgets, and resources.
• Ability to effectively manage projects that may vary in nature and scope.
• Ability to manage conflict and demonstrate the courage to challenge organizational thinking and the status quo.
• Ability to understand, interpret and apply related federal, state, and local laws, rules, and regulations.
• Knowledge of and the ability to apply the principles, best practices, and standards of the full life cycle of recruiting.
• Knowledge of and the ability to apply sound leadership practices, including developing employees by inspiring, encouraging and providing constructive criticism to improve performance.
• Proficient with Microsoft Office products, such as Word, Excel, PowerPoint, and Outlook.
• Proficient with electronic recruiting resources, such as customer relationship management (CRM) tools, Applicant Tracking Systems (ATS), and job boards.
• Commitment and adherence to Adecco’s Core Values and Principles

It’s an exciting time to be part of our team. We’re proud to be a global thought-leader and care about doing the best job we can to ensure better futures for everyone. We do this by building our Future@Work strategy as a united team of 30,000+ colleagues with a collective spirit working in over 60 countries globally.

You’ll have the opportunity to grow across a variety of interesting jobs and careers over our extensive portfolio of global brands. We empower our colleagues to work in the smartest, most efficient ways to achieve total balance between the demands of their jobs and their lives. That’s why we give you the autonomy and support you need to work in the way that makes you most productive, agile, confident, and insightful.

Putting people first, pioneering with a collective spirit and always advancing with a growth mindset -that’s what we stand for at the Adecco Group. Here, we are all individuals with a unique perspective on the world we live in. That’s what makes us stronger. Whoever you are and whatever your background, you can be yourself. So, we aim to build on the attributes that make you, you. We offer a range of world-class resources for upskilling and development, satisfying your curiosity while the sharing skills, knowledge, and expertise to grow together.

Make an impact where it matters most.

We believe that having an understanding of the hiring process helps you to prepare, feel, and be, at your best. As a global, multi brand organization with multiple different roles, our application process can vary.

On our career site, you will find some of the key steps you can expect to guide you along the way.

As one of the world’s largest employers we believe in talent, not labels, and focus on the diverse and unique skills our people bring. We have zero tolerance for any unlawful discrimination or harassment, against any employee, associate, or candidate, at any stage of that person’s journey with us. We seek to foster a culture of belonging and purpose, an environment where everyone can thrive and feel engaged, and where difference is respected and valued. Our commitment to equity, equal opportunity, inclusion, and diversity is part of our broader commitment to respecting fundamental human rights across our value chain. The Adecco Group is proud to be an Equal Opportunity Employer.

Benefit offerings for full-time employment may include medical, dental, vision, term life insurance, short-term and long-term disability, additional voluntary benefits, commuter benefits, wellness plans and reimbursement and retirement programs. Available paid leave may include paid time off, parental leave and holiday pay.

Equal Opportunity Employer/Veterans/Disabled

The Company will consider for employment qualified applicants with arrest and conviction records

The Company may require proof of COVID-19 vaccination at time of hire based on client policies or certain regulatory requirements.  As such, TAG may require you to report your COVID-19 vaccination status at time of hire unless prohibited by a state law.   The Company will consider requests for exemption based on medical/disability or religious reasons, or additional reasons if permitted by state law.

Posting date: 02-08-2026