Director, Client Services

About the role

The Director, Client Services is responsible for leading strategic client relationships, driving service excellence, and ensuring clients receive consistent, proactive, and measurable support across manufacturing, distribution, transportation, and related service functions.

Responsibilities

• Lead strategic client relationships across assigned accounts, serving as the primary customer-facing leader for service performance, issue resolution, reporting, and continuous improvement.
• Partner with customers and internal operations teams to ensure manufacturing, planning, distribution, transportation, customer service, IT, and support functions are aligned to client expectations and contractual requirements.
• Own the development, analysis, interpretation, and customer-facing presentation of SLA/KPI reporting, including daily, weekly, monthly, quarterly, and annual performance updates, performance trends, root-cause findings, and recommended corrective actions.
• Prepare and lead customer business reviews, including presentation materials, performance scorecards, service trends, operational updates, improvement plans, and key takeaways.
• Analyze data from multiple systems and reporting sources to identify trends, performance gaps, root causes, risks, and opportunities for improvement.
• Translate operational performance data into clear executive summaries, dashboards, customer-facing insights, business impacts, risks, and recommended actions for customers and internal leadership.
• Lead cross-functional process improvement initiatives focused on improving service levels, reducing recurring issues, improving reporting visibility, and enhancing client satisfaction.
• Serve as the senior escalation point for customer concerns, service issues, reporting needs, product complaints, non-contract pricing questions, and new service requests.
• Develop corrective action plans in partnership with internal teams, ensuring clear ownership, timelines, communication cadence, and measurable outcomes.
• Maintain strong working partnerships with customers and internal teams to support customer retention, service excellence, and long-term business growth.

Qualifications

• A minimum of 5 years of management experience in account management, client services, customer success, operations, or supply chain services; director-level experience preferred.
• Experience leading customer-facing business reviews, performance meetings, and executive-level service discussions.
• Strong understanding of SLA/KPI management, operational scorecards, service-level reporting, and performance improvement plans.
• Experience managing customer escalations, service recovery plans, corrective actions, and executive-level communication.
• Demonstrated ability to analyze operational data, identify trends, communicate insights, and recommend corrective actions.
• Ability to influence cross-functional teams and drive accountability without direct reporting authority.
• Strong presentation skills with the ability to communicate complex operational performance clearly to customers and senior leadership.
• Experience leading process improvement, root-cause analysis, corrective action planning, and cross-functional execution.
• Power BI, advanced Excel, dashboard/reporting tools, and AI-enabled productivity tools preferred.
• Proven ability to lead, coach, and develop a customer-facing team, including performance management, workload prioritization, coverage planning, and accountability routines.

Competencies

• Executive Communication Expert
• Customer Relationship Leadership Expert
• Data-Driven Decision Making
• Advanced SLA/KPI Performance Management
• Advanced Process Improvement
• Advanced Cross-Functional Leadership
• Advanced Escalation Management
• Advanced Change Management
• Advanced People Leadership and Talent Development

Required Education and Experience

• Preferred: Bachelor’s degree in business management, marketing, or related field; equivalent combination of education and experience required.
• Minimum of 5 years of management experience in account management, client services, customer success, operations, or supply chain services; director-level experience preferred.

Physical Demands

• Regularly required to talk or hear.
• Frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Occasionally lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel

Travel is expected for this position. Yes - Minimal travel may be required for customer meetings, business reviews, site visits, or internal leadership meetings.