Director, Client Services

Job Description

Job Description

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. This role serves as the primary client-facing leader for assigned accounts, partnering closely with customers and internal operations teams to identify process improvement opportunities, resolve service issues, monitor SLA/KPI performance, and present executive-level reporting through business reviews and ongoing performance discussions. The Director also leads and develops the Client Services team, ensuring appropriate coverage, accountability, communication, and execution in support of client needs. This role is accountable for building strong customer partnerships, ensuring contractual commitments are met, and translating operational performance into actionable insights that improve client satisfaction, retention, and business outcomes.

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

• 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.
• Track process improvement initiatives through completion and communicate status, risks, progress, and results to customers and internal leadership.
• Monitor contract requirements and SLA performance to ensure the company and client are operating within agreed expectations.
• Proactively identify customer risks, demand changes, retail/customer practice changes, and operational constraints that may impact service delivery.
• Manage customer communication and expectations related to IT projects, reporting enhancements, service changes, and operational initiatives.
• Supervise, coach, and develop direct reports, setting clear expectations, performance standards, coverage plans, development goals, and accountability routines.
• Lead team planning for workload coverage, customer assignments, escalation support, training needs, and changes to team structure as business needs evolve.
• Collaborate with peers and leadership to evaluate team performance, staffing needs, coverage models, customer support requirements, and organizational structure.
• Maintain strong working partnerships with customers and internal teams to support customer retention, service excellence, and long-term business growth.

COMPETENCIES

LEVEL

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

Advanced

Required Education and Experience

HS Diploma/GED AA/AS BA/BS MBA/MS PHD

Preferred Education and Experience

• Bachelor’s degree in business management, marketing, or related field preferred or equivalent combination of education and experience required

Additional Eligibility 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.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, phones, photocopiers, filing cabinets, and smartphones.

Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee must 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 No - Minimal travel may be required for customer meetings, business reviews, site visits, or internal leadership meetings.

Other Duties

Please note this Job Profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.

CONECTIV IS AN EQUAL OPPORTUNITY EMPLOYER

Conectiv complies with all Federal, State and Local law prohibiting discrimination on the basis of race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state or local law.

1st shift (8a - 5p)