Director of Customer Care

Application Deadline: 25 September 2026. Department: Sales & Account Management. Employment Type: Permanent - Full Time. Location: Iselin. Reporting To: Leslie Griffith.

About the role

Lead and support the Account Management and Customer Care teams to deliver high-quality client services, including EPR reporting, billing, and other contracted services. Ensure clients receive timely, accurate, and responsive support, with a strong focus on satisfaction and long-term retention. Guide clients through industry and regulatory requirements, including evolving EPR compliance obligations. Work closely with Sales, Operations, Compliance, and Commercial Development teams to align client needs with business goals. Ensure accurate client data collection, reporting, billing, and payment processing. Identify opportunities to strengthen client relationships, increase engagement, and expand services. Develop tailored solutions and service offerings that meet client needs and support business growth. Provide clients with training, guidance, and support to help them understand and meet their compliance requirements. Establish and maintain high customer service standards, including prompt responses, proactive support, and effective issue escalation. Partner with internal teams to improve processes, streamline service delivery, and enhance the overall client experience. Identify and implement opportunities to improve processes, services, and customer engagement.

Requirements

• Bachelor’s degree in Business, Sustainability, or a related field

Qualifications

• 15+ years of experience in account management
• 10+ years in progressively senior leadership roles
• 10+ years of experience in sustainability, environmental compliance, or a related business field

Skills

• Strong Microsoft Office skills, particularly in SharePoint and PowerPoint
• Excellent verbal and written communication skills, with the ability to create and deliver professional presentations to external clients
• Strong data management and reporting skills

Benefits

• Professional development and training programs are provided to support continuous learning and career growth
• Comprehensive employer-paid health and dental benefits are available from the date of hire
• A competitive 401(k) plan with employer matching contributions is offered to support your long-term financial goals
• Employees benefit from a dynamic and international working environment at RLG Americas

Pay

$130,0