Image Solutions Apparel Inc.:
Director of Client Relations Job in Torrance, CA
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Torrance, CA
Full-time | Customer Service, Management - Brand, Management - Executive, Marketing, Operations, Sales - Outside
About the job
Image Solutions is hiring a Director of Client Relations to manage the relationships and service levels of existing customers.
The Director of Client Relations will be directly managing a team of 7 people responsible for supporting our key contacts and end users.
This individual will drive all aspects of customer service including internal process enhancements, customer relationship building and setting high quality metrics and standards.
He/she will also be responsible for driving existing business sales growth while developing relationships at a corporate level.
This position will report directly to the Vice President.
Responsibilities
• Manage direct reports including Account Managers, Account Coordinators and Customer Service Coordinators.
• Drive existing customer sales and meet annual sales goals.
• Establish best practices and drive internal process improvements to support Account Managers in developing quality service levels and building client satisfaction.
• Oversee daily activities of the Customer Service Department, maintain a positive work environment, and achieve customer service metrics.
• Work on Program Launch and Product Development continuous improvements process to bridge gaps, align departments and streamline process.
• Maintain and enhance the customer service experience for existing and new customers.
• Actively participate as a Leadership Team member to drive strategy year over year.
Success Factors for Client Relations Director:
Success Factor 1: Achieve annual total sales goal year over year.
• Understand our business and have a general overview of our customers within the first 30 days.
• Review all customer sales and make recommendations to achieve an increase in sales.
• Meet with all direct reports and begin one-on-ones within the first 60 days.
• Begin running departmental meetings within the first 90 days.
• Support direct reports in maintaining and enhancing our customer satisfaction, relationships, and loyalty.
• Meet with 2 customers in-person within 6 months.
Success Factor 2: Improve customer satisfaction score year over year.
• Analyze survey results and create corrective action plans to improve overall Satisfaction Score.
• Creatively and pro-actively drive initiatives aimed at improving the overall experience of both end users and corporate contacts. (for example: CRM, Returns Process, Rewards Programs, Live Chat, etc.)
Success Factor 3: Improve customer retention strategies
• Execute contract renewals and extensions.
• Develop relationships and buy-in with key stakeholders and decision makers within existing accounts
• Uncover and execute new revenue opportunities with current customers
• Improve Customer Service department’s ability to manage customer expectations
• Coach and develop Account Managers
The Director of Client Relations will be directly managing a team of 7 people responsible for supporting our key contacts and end users.
This individual will drive all aspects of customer service including internal process enhancements, customer relationship building and setting high quality metrics and standards.
He/she will also be responsible for driving existing business sales growth while developing relationships at a corporate level.
This position will report directly to the Vice President.
Responsibilities
• Manage direct reports including Account Managers, Account Coordinators and Customer Service Coordinators.
• Drive existing customer sales and meet annual sales goals.
• Establish best practices and drive internal process improvements to support Account Managers in developing quality service levels and building client satisfaction.
• Oversee daily activities of the Customer Service Department, maintain a positive work environment, and achieve customer service metrics.
• Work on Program Launch and Product Development continuous improvements process to bridge gaps, align departments and streamline process.
• Maintain and enhance the customer service experience for existing and new customers.
• Actively participate as a Leadership Team member to drive strategy year over year.
Success Factors for Client Relations Director:
Success Factor 1: Achieve annual total sales goal year over year.
• Understand our business and have a general overview of our customers within the first 30 days.
• Review all customer sales and make recommendations to achieve an increase in sales.
• Meet with all direct reports and begin one-on-ones within the first 60 days.
• Begin running departmental meetings within the first 90 days.
• Support direct reports in maintaining and enhancing our customer satisfaction, relationships, and loyalty.
• Meet with 2 customers in-person within 6 months.
Success Factor 2: Improve customer satisfaction score year over year.
• Analyze survey results and create corrective action plans to improve overall Satisfaction Score.
• Creatively and pro-actively drive initiatives aimed at improving the overall experience of both end users and corporate contacts. (for example: CRM, Returns Process, Rewards Programs, Live Chat, etc.)
Success Factor 3: Improve customer retention strategies
• Execute contract renewals and extensions.
• Develop relationships and buy-in with key stakeholders and decision makers within existing accounts
• Uncover and execute new revenue opportunities with current customers
• Improve Customer Service department’s ability to manage customer expectations
• Coach and develop Account Managers