Client Service Director
CLIENT SERVICE DIRECTOR
Our client, a dynamically expanding global third party relocation and real estate enterprise is searching for a highly experienced Client Service Director with extensive experience in managing successful client relationships and outstanding service delivery. This professional has responsibility for operations management, account management, financial management, team coaching and development, limited sales support and cross-selling and cross-marketing. Management experience in relocation is required for consideration.
The Client Service Director is primarily responsible for executing against operational goals while achieving internal and external scorecard targets. The CSD leads a team of colleagues in meeting the company’s obligation to its clients and owner. The CSD will regularly review reporting, capacity, data integrity, caseloads, and other indicators assisting in proactive and effective team management. The CSD is expected to be involved in daily operations. This area represents approximately 70% of the CSD’s role.
The Client Service Director is expected to work closely with the Regional Vice President and Vice President, Client Operations on account plans, client strategy and relationship management. Other account management responsibilities may include client reviews, process redesign or customer service enhancements and improvements. Additionally, the CSD is expected to stay abreast of industry trends, market developments and competition and to gain an understanding of the impact this may have on their assigned client(s) and the relevance of our operations.
Financial Management and Expenditure Control
The Client Service Director is expected to manage financial performance across their client base. Client Service Directors must ensure that service fees and referral fee revenues are recorded accurately and timely. The Client Service Director is also responsible for monitoring and collecting aged receivables within the guidelines established by the company in concert with the A/R Group.
Coaching, Training, Development and Performance Management
The Client Service Director is expected to assume the primary responsibility for the professional development and training of their Service Team. Professional development and training exercises include one-on-one coaching sessions, continuing education forums and external training programs.
Sales & New Client Implementation
The Client Service Director is expected to assist the Vice President, Client Operations/ Regional Vice President and the Director, Business Development with sales support on a case-by-case basis as needed. Once a new client is assigned to the CSD, the CSD is expected to support the implementation team in the operational integration within the team.
Cross-Selling & Cross-Marketing
The Client Service Director is responsible for cross-selling relocation and assignment services to their client base when there is not a senior strategic leader involved; such as may be the case in small to medium accounts. The CSD is also expected to position and pre-sell to ensure that the One Company targets are achieved annually.
Knowledge/Skills/Abilities: Five plus years of relocation-related sales experience and/or account management experience.
Education Level/Experience Level: College degree (BA/BS) required.
Skills: Excellent written and verbal communication skills. Proven and strong relationship management skills
Certificates, Licenses, Registrations: GMS/CRP and/or Real Estate license
If you would be interested in being presented for this opportunity, please update and/or submit your resume to www.signature-source.com or send us a soft copy of your resume via a Word document to firstname.lastname@example.org.
If your experience and skills match what our client is seeking, we will be in touch with you to determine next steps. If not, then we will respectfully retain your resume in our proprietary and confidential database for future opportunities. Your inquiry will be held in the strictest of confidence.