Salary Grade: 31
Recruiter: Laila Sotoodeh
The Director, Customer Relations is responsible for growing, retaining and servicing the strategic and small business customer base. The Director contributes to the company vision of being the industry leader in customer service and directs the implementation of customer service initiatives and activities that support and enhance the organizational strategic plans and values. This position oversees the integration of new products, customers, programs and product enhancements into the Customer Relations arena and will be responsible for operations, staff, relationship and project/strategic management.
Key Accountabilities :
Direct the work of Managers and Team Leader
Create and monitor capacity plans and KPIs
Review strategic plan to create department operational plan and MBOs.
Analyze performance data for trends, potential problems and take corrective action.
Review budget and analyze processes to identify opportunities for improvements
Write effective Business Proposals, including cost analysis, benefits, risks, and opportunities.
Identify, implement, and track effectiveness of process or productivity improvements
Proven ability to successfully build and lead large teams.
Minimum of 5 - 7 years of increasingly responsible operations management experience
Customer Service Management/Account Management experience with high profile, complex
Demonstrated project management capabilities
Results driven, action orientated and self-motivated
Superior critical thinking, problem solving and decision-making skills
Ability to be influential at all levels of the organization, leading stakeholders from various
business units to agreement.
Ability to leverage analytical abilities to guide decisions that mitigate risk and maximize growth
and revenue opportunities.
Strong business writing and communication skills
Solid technical writing abilities
Experience managing contracts and projects
Excellent time management, prioritization skills, goals setting, planning and work scheduling
Proven ability to manage external client or vendor relationships
Broad and deep knowledge of systems and business functions
Some travel may be required
Proven Organizational, Presentation and Project Management skills
WEX Inc. - 10 months ago