Position Title: Director, Client Relations

Reports to: Vice President, Client Relations

Location: Dallas, TX, Wilton, CT, Pleasanton, CA, Remote

The Director, Client Relations (DCR) is responsible for managing and proactively developing the ongoing, overall client relationship with existing clients. The DCR creates strategic plans for all assigned clients, including a profitability analysis, identification of opportunities to sell additional services, strategic relationship plan (including development of tiered relationships), client culture analysis, identification of marketplace threats and other factors related to client management. The primary job of the DCR is to ensure that clients are profitable and that they are not lost to competitors. The DCR plans, coordinates and conducts periodic client meetings, performance reviews and analyses as appropriate, and establishes client program goals together with the client and Operations team members.

Essential Functions and Responsibilities include the following. Other duties may be assigned.

Primary Goal: Ensure solid client relationships to avoid client loss and enhance relationships and profitability to NuCompass

• Proactively communicate with clients
• Identify client needs and communicate them to the organization
• Establish, plan, and conduct client meetings
• Review performance (NCM and client) and analyze results
• Creatively problem solve client issues
• Plan, create, and conduct client reviews
• Establish client goals together with clients and Operations teams
• Analyze and measure client profitability, reviewing pricing as needed
• Identify and facilitate additional client services via contract supplements, and support implementation of new services with implementation team
• Measure and manage client satisfaction
• Other projects / duties as assigned

Qualifications and/or Experience

• Minimum 5 years of relocation management experience with at least 3 years of client relationship management experience
• Prior experience in relocation operations and/or sales preferred
• Prior experience in client policy review, creation and consulting
• U.S. domestic and global experience in policy/program administration
• CRP designation
• Thorough understanding of relocation services, policies, contracts and profitability
• Bachelor’s degree (preferred) or equivalent business experience
• Computer and Internet literate
• Understands and embraces technology
• Ability to travel 20% - 25% of the time
• Excellent verbal and written communications skills
• Ability to work independently and achieve goals in a fast-paced environment
• Ability to achieve consensus in challenging situations
• Credit-worthy to pay travel expenses and obtain reimbursement

Competencies

• Excellent interpersonal and relationship skills
• Strong communication skills: verbal, written, and technological
• Client service oriented
• Excellent verbal and written communications skills
• Ability to work independently and achieve goals in a fast-paced environment
• Ability to creatively solve problems
• Excellent analytical and strategic planning skills
• Independent and proactive work style
• Goal oriented
• Team player with ability to work cooperatively with other departments within the organization

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions

Equal Employment Opportunity Policy

NuCompass Mobility Services Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.