Director, Client Services

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Memphis, TN, US

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…