Director, Client Services
About The Position
The Director of Client Services (DCS) is a member of the RELO Direct Leadership Team and supports Senior Management in executing the company’s strategic business plan and long-term objectives. The role champions RELO Direct’s mission and values while managing people, performance, and processes to deliver high-quality relocation services to corporate and government clients. The DCS motivates, coaches, and develops direct reports; supports staffing, employee retention, and career development; ensures consistent service delivery and effective caseload management; and handles service escalations with internal and external stakeholders. The role works closely with Client Relations, Client Finance, Supply Chain Management, and Client Support Services, and interacts professionally with management, clients, supplier partners, LeadingRE colleagues, and members. The DCS also represents RELO Direct at company and industry events, both live and virtual. The position monitors industry trends, company standards, relocation policy administration, client program compliance, and internal processes. It analyzes operating results, supports data analytics, presents outcomes during internal meetings, maintains Client Services data integrity, manages the team expense budget, and contributes to business and strategic planning. The DCS also supports brand strategies through marketing initiatives and social media presence.
Requirements
- Bachelor’s degree in a business-related field or equivalent experience.
- At least 5 years of experience in corporate and government relocation services, people management, and client relationships.
- Comprehensive knowledge of U.S. domestic and international relocation policies for corporate and government clients.
- A proven track record in management, coaching, training, and process improvement.
- Skills in multitasking, prioritizing, escalation resolution, and analytical thinking.
- At least 3 years of experience managing a team of relocation professionals.
- Ability to pass government security clearance.
Nice To Haves
- Knowledge of the real estate industry and human resources.
- CRP and/or GMS designations.
- Previously obtained government security clearance, including Top Secret, and ability to maintain or re-obtain it.
Responsibilities
- Foster a culture of accountability, compliance, and strong performance.
- Onboard, manage, coach, and develop staff through regular meetings, feedback, and recognition programs.
- Execute long-term employee career and development plans.
- Analyze operating results and meet business plan metrics.
- Ensure effective staffing and caseload management.
- Maintain the integrity of Client Services data.
- Use sound business judgment to resolve issues affecting relationships and profitability.
- Establish relationships that foster trust and respect, and exhibit professional presence in all interactions.
- Manage the Client Services team expense budget.
- Stay current with industry and management trends, company standards, and relocation policy administration best practices.
- Document processes and procedures and train staff on them.
- Participate in business and strategic planning and support execution of the company’s strategic business plan.
- Support RELO Direct’s brand strategies through marketing initiatives and social media presence.
- Manage service escalations with internal and external stakeholders.
- Support data analytics and present outcomes during internal meetings.
- Represent RELO Direct at company and industry events, both live and virtual.
Benefits
- Paid time off
- Short-term disability program
- Long-term disability program
- Life insurance
- Health insurance, including vision, dental, and medical coverage
- 401(k) plan
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What This Job Offers
Job Type
Full-time
Career Level
Director
