Client Services Director

OSL Retail Services Inc•Greensboro, AL

About The Position

The Client Services Director provides enterprise-level leadership across client services and program delivery to enable operational excellence and profitable growth in a fast-paced retail and direct sales environment. The role shapes long-term client engagement strategy, develops scalable service delivery models, and ensures programs are launched, stabilized, and scaled with discipline, transparency, and accountability. Working through Senior Managers, Program Leaders, and Project Leaders, the Director aligns client expectations with OSL’s internal capabilities and connects clients, executive leadership, and cross-functional teams. The Director owns client services strategy and governance, client relationships, program performance, and financial outcomes across assigned portfolios. The role leads and develops senior client services leaders, works with cross-functional partners, manages risks and compliance, and uses performance data to guide operational and commercial decisions.

Requirements

8–12+ years of progressive leadership experience in client services, account management, or program delivery.
Proven ability to lead senior leaders, manage complex client portfolios, and influence at the executive level.
Strong financial acumen, including experience owning P&L, revenue forecasting, and cost optimization.
Demonstrated success implementing scalable service delivery models and leading organizational change.
Exceptional communication, negotiation, and presentation skills, including the ability to frame trade-offs and align diverse stakeholders.
Experience using CRM platforms, project management systems, and performance dashboards to drive accountability.
Bachelor’s degree in Business, Marketing, Project Management, or a related field.

Nice To Haves

Experience in retail or direct sales environments.
MBA or PMP certification.

Responsibilities

Set enterprise client services strategy in alignment with business goals and key client commitments.
Lead long-range client and program planning, identifying growth opportunities, capability gaps, and scalability needs.
Partner with executive leadership on enterprise initiatives and represent client needs and delivery implications in strategic decisions.
Serve as executive sponsor for priority accounts and support governance, alignment, and long-term partnership health.
Conduct quarterly business reviews and present performance insights, operational improvements, and growth opportunities.
Identify organic growth opportunities through upselling and cross-selling OSL services.
Oversee client service and program delivery processes to ensure consistency, efficiency, compliance, and scalability.
Establish and uphold service standards, SLAs, KPIs, and quality assurance frameworks across client programs.
Ensure structured transitions from program launch to steady-state operations, with readiness criteria and accountability before handoff.
Lead continuous improvement through process optimization, standardization, and adoption of best-practice delivery models.
Build partnerships with Operations, Sales, HR/Talent, Finance, Marketing, and IT to support integrated client delivery.
Advise internal and client leadership with insights, trend analysis, and performance recommendations.
Represent Client Services in senior cross-functional forums, enterprise planning discussions, and client governance meetings.
Establish business cadences that keep stakeholders informed, aligned, and accountable.
Lead, coach, and develop Senior Managers, Program Leads, and Project Leaders.
Set performance standards and ensure development and succession plans exist for critical client services roles.
Develop a leadership pipeline for increasingly complex, multi-client, and multi-program environments.
Model enterprise leadership behaviors that support decision quality, ownership, and cross-functional trust.
Own client services budgets, P&L performance, and revenue forecasting across assigned portfolios.
Optimize resource allocation to balance client service excellence, operational efficiency, and profitability.
Partner with Sales and Executive Leadership to identify organic growth, upsell, and cross-sell opportunities.
Ensure financial transparency and disciplined decision-making across programs and projects.
Ensure adherence to contractual obligations, regulatory requirements, and internal policies across client programs.
Identify and mitigate program- and portfolio-level risks to protect service continuity and client confidence.
Oversee audit readiness, issue escalation, and resolution for complex or high-impact client matters.
Establish and monitor enterprise KPIs for client satisfaction, program performance, delivery health, and financial outcomes.
Use dashboards and reporting to provide actionable insights to clients and internal leadership.
Use data to anticipate risks, guide prioritization, and inform strategic and commercial decisions.