Director of Client Experience

SFC Payroll•Oak Brook, IL

About The Position

The Director of Client Experience is a critical leadership role supporting Express 4x4 Truck Rental. The Director leads the Customer Relationships organization and is accountable for customer retention, revenue growth within existing accounts, customer satisfaction, and portfolio profitability. The role builds and develops a high-performing team of Strategic Customer Managers and Strategic Account Managers, establishes consistent account-management practices, and creates disciplined approaches to renewals, retention, and account growth. The Director works closely with Sales & Growth, Sales Support, Operations, Fleet, Credit, Finance, Marketing, and Moventum Leasing to provide clear customer ownership and a seamless experience. The role strengthens executive relationships, protects fleet utilization and asset value, grows customers’ share of business, and contributes to revenue growth and vehicles on the road. The Director reports to the Senior Vice President, Sales & Customer Experience.

Requirements

Bachelor's degree in Business, Marketing, Management, or a related field.
8–10 years of progressive leadership experience in customer relationship management, account management, customer success, sales, or commercial leadership.
Proven record of driving customer retention, renewals, revenue growth within existing accounts, customer satisfaction, and long-term strategic partnerships.
Experience leading and developing account management, customer relationship, or customer success teams and building scalable retention and engagement practices.
Experience developing customer relationship strategies, account segmentation, business review processes, and strategic account planning initiatives.
Experience collaborating cross-functionally with Sales, Operations, Fleet, Finance, Credit, and Marketing.
Experience using CRM platforms, customer analytics, and performance metrics to drive customer retention, account growth, and operational excellence.
Experience leading organizational change, developing talent, and implementing scalable processes.
Exceptional leadership skills, including the ability to inspire, coach, and develop teams and foster accountability, collaboration, and customer focus.
Strong strategic thinking, analytical, and financial acumen, including the ability to assess customer portfolio profitability and make data-driven decisions.
Excellent communication, presentation, and executive relationship-management skills.
Ability to negotiate renewals, resolve complex customer situations, and build strategic partnerships with executive stakeholders.
Ability to develop scalable customer relationship strategies, account-management processes, and performance metrics that drive retention and revenue growth.
Ability to collaborate across functions to achieve commercial objectives and deliver a strong customer experience.
Proficiency with Microsoft Office, including Word, Excel, and PowerPoint, and Power BI.
Ability to use Salesforce or other CRM platforms for customer insights, reporting, forecasting, and performance management.
High emotional intelligence and ability to lead through influence, navigate complex challenges, and build trust throughout the organization.
Comfort operating in a fast-paced, entrepreneurial environment, managing ambiguity, adapting to changing priorities, and making timely decisions.
Self-motivated, self-directed, and results-oriented, with a continuous improvement mindset and commitment to operational excellence.
Behaviors consistent with Sasser Core Values and Competencies, including Respect, Teamwork, Continuous Improvement, and Customer Focus.

Nice To Haves

Experience in truck rental, fleet management, equipment leasing, transportation, or a related industry.

Responsibilities

Lead the Customer Relationships organization, accountable for customer retention, revenue growth within existing accounts, customer satisfaction, and portfolio profitability.
Develop and execute customer relationship strategies to strengthen partnerships, increase customers’ share of business, and maximize customer lifetime value.
Establish standardized account-management practices, including customer segmentation, business review cadence, strategic account planning, and customer engagement.
Own portfolio renewals and extensions, ensuring rentals are extended or renewed before vehicles come off rent.
Lead proactive save and win-back efforts for at-risk, declining, and lapsed customers, and address causes of customer attrition.
Grow existing accounts through additional units, new projects, job sites and locations, and cross-selling with Moventum Leasing.
Protect fleet utilization and asset value by keeping vehicles on rent and aligning customer demand with fleet availability.
Manage renewal pricing and rate adjustments within established guidelines to protect margin and long-term profitability.
Identify customer expansion opportunities while mitigating customer attrition and business risk.
Lead, coach, and develop Strategic Customer Managers and Strategic Account Managers.
Set goals, KPIs, and accountability measures, including retention, renewals and extensions, units on rent per account, share of customer business, utilization, customer satisfaction, and payment performance.
Partner with the Senior Vice President, Sales & Customer Experience and Human Resources on career development, succession planning, organizational design, and talent development.
Foster a collaborative, customer-centric culture focused on accountability, responsiveness, operational excellence, and long-term relationships.
Coordinate with the Director of Sales & Growth on handoffs from new business acquisition to customer relationship management, including account ownership and handoff criteria.
Partner with the Sales Support Manager to treat off-rent notices and client swaps as potential retention, extension, renewal, or expansion opportunities.
Coordinate with Sales and Customer Experience leaders at Moventum Leasing to identify and execute cross-selling opportunities for customers with mixed rental and leased fleets.
Work with Operations, Fleet, Credit, Finance, Marketing, and other business partners to align customer strategies with operational capabilities and business objectives.
Provide customer insights, market intelligence, and strategic recommendations for senior leadership planning.
Build and maintain executive-level relationships with key regional and national customers, serving as a senior contact for strategic accounts.
Lead executive business reviews, customer planning meetings, and other relationship-management activities to strengthen partnerships and identify growth opportunities.
Monitor customer satisfaction, service performance, utilization trends, payment behavior, and account health to identify risks and opportunities.
Represent Express 4X4 at customer meetings, industry conferences, trade shows, and other relationship- and brand-building events.
Evaluate customer portfolios against retention, profitability, utilization, payment performance, and long-term growth objectives.
Translate corporate customer experience strategies into actionable customer relationship plans that support commercial objectives.
Track and analyze customer relationship metrics, adjusting strategies to improve retention, portfolio growth, customer satisfaction, and profitability.
Provide regular reporting and strategic recommendations to the Senior Vice President, Sales & Customer Experience on customer trends, risks, opportunities, and progress.

Benefits

Annual incentive bonus based on financial and personal performance.
Comprehensive medical, dental, and vision insurance plans.
HSA and FSA accounts, with employer contributions toward HSA.
Company-paid disability and life insurance plans.
401(k) plan with company match and additional end-of-year funding.
Paid vacation time based on tenure, personal time, sick days, and summer half-days for certain roles.
10 paid holidays annually.
Paid parental leave and a monetary gift toward a 529 education account.
Confidential Employee Assistance Program.
Training and tuition reimbursement.
Community service and charity match opportunities.
Employee recognition programs and company celebrations.