Senior Director, Customer Relationship Management

Cencora • Carrollton, TX

3d

About The Position

Reporting to the Vice President of Client Relations, the Senior Director 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 among business development, customer service, information technology, and other functional departments to standardize client journeys and translate client insights into business results. The Senior Director oversees organizational performance, operating priorities, systems, and controls that sustain growth, efficiency, and compliance across the client lifecycle.

The role also partners with department leadership to develop annual resource and operating expense budgets from initial growth projections for new and existing business portfolios, and reviews and adjusts operating plans monthly as new information and revised assumptions emerge. Travel of 10–15% is required.

Requirements

• Bachelor's degree in business, marketing, communications, operations management, or a related field, or equivalent experience.
• 12+ years of experience in customer operations, customer experience, customer relationship management, customer success, service delivery, or a related field.
• 8+ 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.
• Certified Customer Experience Professional, Project Management Professional, Six Sigma Green Belt or Black Belt, Certified Customer Success Manager, Customer Experience, Project Management, Process Improvement certification, or equivalent certification.

Responsibilities

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

Benefits

• Medical, dental, and vision care.
• Benefits supporting physical, emotional, financial, and social wellness.
• Support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Training programs, professional development resources, and mentorship programs.
• Employee resource groups and volunteer activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior