Director, Client Services
DIRECTOR CLIENT SERVICES
Our client, one of the leaders in global relocation today, is seeking a to fill a key leadership position servicing a highly regarded corporate client with managerial responsibilities of 18-22 team members. This Client Services Director is accountable for managing client relationships while driving client revenue growth. The chosen candidate will lead and manage a team tasked with servicing assigned clients. The Director will ensure the company is meeting the strategic requirements of the client and providing top block service. Experience in managing group moves, projects, SLA reporting and presentations are required for this critical position. Travel is minimal but expected for client meetings and industry events.
RESPONSIBILITIES:
Client Strategy:
- Responsible for developing/implementing account specific plans and strategies to achieve service, revenue, volume and profit goals.
- Enforce implementation and management of client policy, recommendations, benchmarking and customization as appropriate. Foster an environment to educate the management team on cross-selling opportunities of company products/services to generate increased revenue.
- Develop client proposals and presentations.
- Monitor and contribute to positive client survey results, scorecards and service level agreements. Conduct or participate in client meetings to nurture and grow teamwork and enhancement of client relationships.
- Manage quarterly and annual client review process in conjunction with the managers and ensure data has been validated.
- Manage client projects and expectations, RFP management and retention.
- Drive balance to enhance bottom line ROI through management monitoring of costs to deliver service (G&A) and net fees. Responsible for meeting set targets. Responsible for ensuring that each account meets margin requirements through new product development, more efficient and effective service delivery, and retention of existing business.
- Liaise with support teams to assure audit compliance/needs, information security management and IT project enhancements.
- Manage regular internal forecasting of client volume from information provided from the client. Identify SOS opportunities, along with management team through client relationships. Partner with internal groups as required and implement new services as necessary.
- Ensure quality customer service by assuring management is establishing/implementing policies and procedures, resolving customer complaints and service issues.
- Assess overall client relationship, including risk assessment and management. Negotiate, retain and monitor contractual agreements. Determine client needs to develop creative and cost effective solutions.
- Maintain and grow successful client relationships through identification of objectives, execution of goats and consultative feedback around product/services and operational enhancement. Continue to penetrate client hierarchy to build and maintain executive support and partnership trust.
Team Leadership:
- Evaluate the efficiency of operations and recommend process improvement as needed.
- Ensure staff compliance to company policies, programs and standards.
- Work closely with managers to ensure expectations related to staff; maintain appropriate standards of service and coverage to assigned transferees is understood for best results.
- Set expectations around open communication related to management and individual/team
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 contactus@signature-source.com . 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.
