Director of Client Relations
4 weeks ago
This role oversees a designated group of clients and Account Managers, responsible for customer service, collaborating with clients and the Account Management team to ensure key metrics and measurements are up to date and actioned. The Director of Client Relations is responsible for client retention and growth with existing and new clients, ensuring operational excellence, profitability, and continuous improvement.
The Director of Client Relations will be expected to travel within the assigned accounts for client visits, coaching of the Account Management team, and on-site team members, in addition to collaborating with all other departments to accommodate a 24/7 operation.
This position reports to the Regional Director. Within this position, there will be regular interaction with Senior Management, Account Managers, Director of Operations, other department heads, as well as field staff and mobile personnel.
Key Responsibilities- Overall fiscal responsibility of the assigned area
- Ensure KPIs (Opens, Sub Usage, and Overtime) set for the year are met
- Meet and exceed client and business expectations
- Oversee the day-to-day (24/7) operations of the assigned area of business
- Directly manage a team of Account Managers who provide leadership, direction, and tactical coordination for all operational activities
- Directly or indirectly manage accuracy and timely invoicing in collaboration with Pay and Bill
- Directly manage staffing levels and recruitment with the Talent Acquisition Director Colleague
- Ensure sub usage is reduced, overtime and open shifts are minimized, working in collaboration with the Director of Operations as set yearly
- Participate in the strategic planning process by recommending and developing proactive policies, procedures, and systems to support the operations they oversee
- Manage cost efficiencies, including overtime and training time
- Assist Supervisors, Account Managers, and personnel in responsible charge in relation to scheduling activities, ensuring they have exhausted the best processes in filling shifts, advising them of more appropriate action as required
- Maintain and enhance the client base and their experience
- Contract renewals and value sell our complete offerings
- Champion assigned RFPs
- Meet with the Business Development Director regularly to meet sales targets set annually
- Drive to surpass monthly and yearly targets
- Develop the team by interacting and coaching directly and as a group
- Other duties as required
GardaWorld is a global leader in the security industry, offering a wealth of opportunity to individuals looking to gain experience and develop professionally in a growing industry. We offer diverse work assignments spanning multiple industries, and training and career advancement opportunities. We embrace diversity and welcome newcomers, women, students, retirees, reservists, veterans, and more to join our team, as we are proud to be an equal opportunity employer.
We thank all candidates for their interest; however, we will communicate only with the selected candidates.
Job Segment: Recruiting, Manager, Pre-Sales, RFP, Business Development, Human Resources, Management, Sales
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