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Role Description

The Director, Client Relations (DCR) is responsible for managing and proactively developing the ongoing, overall client relationship with existing clients. The DCR creates strategic plans for all assigned clients, including:

• Profitability analysis
• Identification of opportunities to sell additional services
• Strategic relationship plan (including development of tiered relationships)
• Client culture analysis
• Identification of marketplace threats and other factors related to client management

The primary job of the DCR is to ensure that clients are profitable and that they are not lost to competitors. Responsibilities include:

• Planning, coordinating, and conducting periodic client meetings, performance reviews, and analyses
• Establishing client program goals together with the client and Operations team members
• Proactively communicating with clients
• Identifying client needs and communicating them to the organization
• Reviewing performance (NCM and client) and analyzing results
• Creatively problem solving client issues
• Planning, creating, and conducting client reviews
• Establishing client goals together with clients and Operations teams
• Analyzing and measuring client profitability, reviewing pricing as needed
• Identifying and facilitating additional client services via contract supplements
• Supporting implementation of new services with the implementation team
• Measuring and managing client satisfaction
• Other projects/duties as assigned

Qualifications

• Minimum 5 years of relocation management experience with at least 3 years of client relationship management experience
• Prior experience in relocation operations and/or sales preferred
• Prior experience in client policy review, creation, and consulting
• U.S. domestic and global experience in policy/program administration
• CRP designation
• Thorough understanding of relocation services, policies, contracts, and profitability
• Bachelor’s degree (preferred) or equivalent business experience
• Computer and Internet literate
• Understands and embraces technology
• Ability to travel 20% - 25% of the time
• Excellent verbal and written communications skills
• Ability to work independently and achieve goals in a fast-paced environment
• Ability to achieve consensus in challenging situations
• Credit-worthy to pay travel expenses and obtain reimbursement

Competencies

• Excellent interpersonal and relationship skills
• Strong communication skills: verbal, written, and technological
• Client service oriented
• Ability to creatively solve problems
• Excellent analytical and strategic planning skills
• Independent and proactive work style
• Goal oriented
• Team player with ability to work cooperatively with other departments within the organization

Equal Employment Opportunity Policy

NuCompass Mobility Services Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.