Director, Client Experience

Manpower

About The Position

The Director, Client Experience oversees the execution of TAPFIN client strategy and relationship management, focusing on securing business, retaining clients, program optimization, and growing share of wallet across key accounts. This role involves acting as a significant leadership presence across an established portfolio of accounts (average 6-8 clients), strategizing and directly overseeing current program utilization and offerings, assessing risk and opportunity, and driving top-line revenue growth. The Director is responsible for developing a long-term framework for client retention and program growth, and contributing to P&L management (average total annual spend $200M+). They serve as the primary contact during contract negotiations, developing and managing strategic relationships with TAPFIN contract owners. The role also involves consulting contract owners and other senior leaders on the business impact of workforce strategy, identifying opportunities for expansion within client accounts, and building broad networks within client stakeholder groups to protect and grow presence and loyalty. The Director will create and present account business reviews, address account escalations with a focus on client satisfaction and loyalty, and leverage market intelligence and best practices globally to facilitate strategic talent discussions. They are expected to embed thought leadership into communication with clients to establish ManpowerGroup as a market leader and offer customized workforce solutions by collaborating across teams/brands to leverage the full suite of ManpowerGroup solutions.

Requirements

Sales: 5+ years sales, account or relationship management for a solution / in a professional services industry, including managing a portfolio of key accounts
MSP: Knowledge and experience in leading MSP and/or RPO programs
Management: 3+ years of people or project management
Communication: Strong written and verbal communication skills with the ability to present, in person or on video remotely, to a wide variety of audiences
Tools: Strong experience with Microsoft Office tools specifically PowerPoint

Nice To Haves

Education: Bachelor’s degree or equivalent experience
Experience working in a global complex/matrixed environment

Responsibilities

Act as significant leadership presence across established portfolio of accounts (average 6-8 clients)
Strategize and directly oversee current program utilization and offering, assess risk and opportunity, and drive top line revenue growth
Develop a long-term framework for client retention and program growth
Contribute to P&L management (average total annual spend $200M+)
Act as primary contact during contract negotiations and develop and manage strategic relationship with TAPFIN contract owners
Consult contract owners and other senior leaders on business impact of workforce strategy and identify opportunities to expand within client
Build broad networks within client stakeholder groups to protect and grow presence and loyalty
Create and present account business reviews, and address account escalations with focus on client satisfaction and loyalty
Leveraging market intelligence and best practices globally to facilitate strategic talent discussions leading to retention and close customer relationships leading to expansions across our many solutions
Embed thought leadership into communication with clients in order to establish ManpowerGroup as market leader across staffing industry and talent consulting networks
Offer customized workforce solutions to clients by collaborating across teams/brands to leverage the full suite of ManpowerGroup solutions
Other accountabilities as assigned