Director, Client Relations

Cencora•Carrollton, TX

About The Position

The Director, Client Relations reports to the Vice President of Client Relations and 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 across business development, customer service, information technology, and other functional departments to standardize client journeys and translate client insights into business results. The Director oversees organizational performance, operating priorities, systems, and controls that support growth, efficiency, and compliance across the client lifecycle. The Director sets the client relationship management and operations roadmap, operating model, and priorities in alignment with enterprise goals. The role oversees client journeys and processes for service delivery, onboarding, support, and retention; directs performance mechanisms, forecasting, and operating reviews; and guides client relationship management initiatives and projects, including standardization, implementation priorities, and ongoing optimization. It works with operations and functional group leaders to resolve and prevent issues and remove barriers across the client lifecycle; oversees managers and talent decisions; and directs risk, compliance, and continuous improvement efforts. The position also supports business development and revenue growth through capabilities presentations, account planning, and participation in leadership meetings, client-facing meetings, industry conferences, capabilities meetings, and business reviews. In partnership with department leadership, the Director develops annual resource and operating expense budgets based on growth projections for new and existing business, and reviews and adjusts operating plans monthly as information and assumptions change. Travel of 10–15% is required.

Requirements

Bachelor's degree in business, marketing, communications, operations management, or a related field, or equivalent experience.
12 or more years of experience in customer operations, customer experience, customer relationship management, customer success, service delivery, or a related field.
8 or more 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.
A relevant certification, such as Certified Customer Experience Professional, Project Management Professional, Six Sigma Green Belt or Black Belt, Certified Customer Success Manager, or a certification in customer experience, project management, or process improvement.

Responsibilities

Direct the client relationship management and operations roadmap, operating model, and priorities in alignment with enterprise goals.
Oversee client journeys and service delivery, onboarding, support, and retention processes to improve consistency, scalability, and client outcomes.
Direct performance mechanisms, forecasting, and operating reviews to improve client partnerships, retention, efficiency, and business impact.
Oversee and guide client relationship management initiatives and projects, including process standardization, implementation prioritization, and ongoing optimization.
Work with operations and functional group leaders to make cross-functional decisions, resolve and prevent issues, and remove barriers across the client lifecycle.
Oversee managers, manage performance and talent decisions, and build succession pipelines aligned with 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, including capabilities presentations and 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 for new and existing business.
Review and adjust operating plans monthly as new information and revised assumptions emerge.