Director, Client Relations

The Director, Client Relations (DCR) is responsible for managing and proactively developing the ongoing, overall client relationship with existing clients. This position is available in our headquarters office in Pleasanton, CA office, in the San Francisco Bay Area. The DCR creates strategic plans for all assigned clients, including a 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. The DCR plans, coordinates and conducts periodic client meetings, performance reviews and analyses as appropriate, and establishes client program goals together with the client and Operations team members.

Essential Duties and Responsibilities: 
  • Primary Goal:  Ensure solid client relationships to avoid client loss and enhance relationships and profitability to NuCompass
  • Proactively communicate with clients
  • Identify client needs
  • Establish, plan, and conduct client meetings
  • Review performance and analyze results
  • Creatively problem solve client issues
  • Plan, create, and conduct client reviews
  • Establish client goals together with clients and Operations teams
  • Analyze and measure client profitability, reviewing pricing as needed
  • Identify and facilitate additional client services via contract supplements, and coordinate implementation of new services
  • Measure and manage client satisfaction
  • Other projects / duties as assigned
Qualifications and/or Experience: 
  • Minimum 5 years of relocation management experience with at least 3 years of client relationship management experience
  • Prior experience in operations and/or sales preferred
  • CRP designation and college graduate preferred
  • Computer and Internet literate
  • Understands and embraces technology
  • U.S. Domestic experience required
  • Global experience preferred
  • Travel: 25% - 50%
  • Credit-worthy to pay travel expenses and obtain reimbursement
  • 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
  • Prior experience in client policy review and consulting 

Compentencies:

  • Excellent interpersonal and relationship skills
  • Strong communication skills: verbal, written, and technological
  • Client service oriented
  • Creative problem solving skills
  • Analytical and strategic planning skills
  • Independent and proactive work style
  • Goal oriented
  • Thorough understanding of relocation services, policies, and contracts
  • Team player with ability to work cooperatively with other departments within the organization

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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