Director of Client Partnership

TruX Retail Partner•Salisbury, NC

4d•$80,000 - $110,000

About The Position

The Director of Client Partnerships provides strategic and operational leadership for in-house support functions across assigned brands. The role ensures effective resource planning, consistent service delivery, and alignment with client and business priorities. It leads team performance and development and partners with the Director of Brand Partnership and field operations to address operational needs, resolve challenges, and support program success. The Director reinforces TruX’s culture of servant leadership and people helping people grow by developing others, fostering collaboration, and driving operational excellence and a strong client experience. Responsibilities include overseeing daily operations and workforce planning, coordinating client and field requirements, monitoring and improving performance, standardizing processes, ensuring staffing and training, resolving escalations, and reporting operational performance and risks to senior leadership. The position also ensures compliance with company policies, client requirements, contracts, and applicable laws. The position is primarily office-based and involves regular collaboration with corporate teams, field operations, and client locations. Travel to client offices, retail locations, company meetings, and program operations across assigned markets may be required. The job description notes that duties may be modified according to business needs and that employment is at-will where permitted by law.

Requirements

6+ years of progressive experience in operations, retail merchandising, shared services, program support, or a related field.
Demonstrated experience leading multi-functional teams, managing operational capacity, and establishing consistent service standards.
Experience using performance metrics, operational reporting, and business data to identify trends and improve results.
Proven ability to lead organizational change, implement scalable processes, and improve cross-functional collaboration.
Experience with workforce planning, resource allocation, workload management, and employee development.
Ability to manage competing priorities, resolve escalations, and make sound decisions in a fast-paced, growing organization.
Strong operational leadership, organizational planning, and execution skills.
Ability to develop leaders, establish accountability, and build high-performing teams.
Strong analytical and problem-solving skills, including the ability to translate performance data into actionable improvements.
Knowledge of retail merchandising operations, internal support functions, and field-office collaboration.
Excellent communication, presentation, relationship-building, and stakeholder management skills.
Strong project management and change management capabilities.
Ability to anticipate operational needs, manage competing demands, and align resources with business priorities.
Proficiency in Microsoft Office, operational reporting tools, workforce management systems, and project management platforms.
Ability to maintain confidentiality and exercise sound judgment when handling sensitive business, personnel, client, and financial information.

Nice To Haves

3+ years of leadership experience managing teams, managers, or multiple operational functions preferred.
Bachelor’s degree preferred; equivalent relevant professional experience may be considered in lieu of a degree.

Responsibilities

Provide strategic and operational leadership for in-house support functions, establishing priorities, performance expectations, and consistent practices.
Oversee daily operations, workforce planning, workload distribution, and resource capacity to meet business demands and client commitments.
Partner with the Director of Brand Partnership to align client priorities, team capacity, service expectations, and operational deliverables.
Coordinate with field operations to translate client requirements and field feedback into actionable plans and ensure clear communication and follow-through.
Monitor operational performance, identify gaps, and implement improvements to service quality, responsiveness, and efficiency.
Lead, coach, and develop managers and team leaders, fostering accountability, professional growth, and succession planning.
Standardize workflows, documentation, communication, and reporting processes across assigned teams.
Ensure appropriate staffing, onboarding, training, and cross-functional coverage to support current needs and future growth.
Resolve escalated service delivery concerns, workload challenges, client issues, and cross-functional conflicts; champion continuous improvement and technology adoption.
Report operational performance, resource needs, risks, and improvement opportunities to senior leadership while ensuring compliance with company policies, client requirements, contracts, and applicable laws.