Director Client Relations

Nucompass Mobility Service•Shelton, CT

26d•Remote

About The Position

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.

Requirements

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
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

Responsibilities

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