Director, Client Relations

Cencora•Carrollton, TX

About The Position

Reporting to the Vice President of Client Relations, the Director, Client Relations leads client relationship management and client operations strategy to improve end-to-end client outcomes, retention, and service performance. The role manages operating plans, service delivery models, and governance mechanisms that scale client support, client success, and operational excellence. It drives cross-functional alignment among business development, customer service, information technology, and other functional departments to standardize client journeys and turn client insights into business results. The Director oversees organizational performance, operating priorities, systems, and controls that sustain growth, efficiency, and compliance across the client lifecycle. The role supports business development and revenue growth, including capabilities presentations and account planning. It partners with department leadership to develop annual resource and operating expense budgets and reviews and adjusts operating plans monthly as information and assumptions change. The position requires 10–15% travel.

Requirements

Bachelor's degree in business, marketing, communications, operations management, or a related field, or equivalent experience.
12+ years of experience in customer operations, customer experience, customer relationship management, customer success, service delivery, or a related field.
8+ years of experience in a management capacity.
Ability to travel 10–15%.

Nice To Haves

Master's degree in business administration, marketing, operations management, or a related field, or equivalent experience.
Certified Customer Experience Professional, Project Management Professional, Six Sigma Green Belt or Black Belt, Certified Customer Success Manager, or a customer experience, project management, process improvement, or equivalent certification.

Responsibilities

Direct the client relationship management and operations roadmap, operating model, and priorities to align initiatives with enterprise goals.
Oversee client journeys, service delivery, onboarding, support, and retention processes to improve consistency, scalability, and client outcomes.
Direct performance mechanisms, forecasting, and operating reviews to drive client partnerships, retention, efficiency, and overall business impact.
Oversee and guide client relationship management initiatives and projects, including process standardization, implementation priorities, and ongoing optimization.
Direct cross-functional decisions with operations and functional group leaders to resolve and prevent issues and remove barriers across the client lifecycle.
Oversee managers, manage performance and talent decisions, and build succession pipelines aligned to operating priorities.
Direct risk, compliance, and continuous improvement actions by identifying operational gaps, validating benefits, and reallocating resources to higher-value initiatives.
Support business development and revenue growth initiatives, including capabilities presentations and leading account planning initiatives.
Attend leadership meetings, capabilities meetings, business reviews, industry conferences, and other client-facing meetings.
Partner with department leadership to develop annual resource and operating expense budgets based on initial growth projections for new and existing business.
Review and adjust operating plans monthly as new information and revised assumptions emerge.