Director of Client

The Director of Client Experience is a critical leadership position is responsible for building a high-performing team of Strategic Customer Managers and Strategic Account Managers. The Director establishes best-in-class account management practices and creates a disciplined approach to retention, renewals, and account growth. The Director drives consistency in customer engagement, business reviews, and account planning, and partners closely with Sales & Growth, Sales Support, Operations, Fleet, Credit, and Moventum Leasing so every customer has clear ownership and a seamless experience.

By retaining customers, increasing share of customer business, protecting utilization, and strengthening executive relationships, the Director of Customer Relationships contributes directly to growing revenue and vehicles on the road at the same time, and to Express 4X4's vision of becoming the industry's leading nationwide commercial truck rental provider.## #
** As a Director of Client Experience, Here’s

What You Will Do:

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* ** Customer Relationship Leadership
*** Lead the Customer Relationships organization with accountability for customer retention, revenue growth within existing accounts, customer satisfaction, and portfolio profitability.
* Develop and execute customer relationship strategies that strengthen long-term partnerships, increase share of customer business, and maximize customer lifetime value.
* Establish and standardize account management disciplines, including customer segmentation, business review cadence, strategic account planning, and customer engagement practices.
** Retention & Account Growth
*** Own renewals and extensions across the customer portfolio, making sure rentals are extended or renewed before vehicles come off rent.
* Lead proactive save and win-back efforts for at-risk, declining, and lapsed customers, and address the root causes of customer attrition.
* Grow share of customer business through additional units, new projects, new job sites and locations, and cross-selling with Moventum Leasing.
* Protect fleet utilization and asset value by keeping vehicles on rent and aligning customer demand with fleet availability.
* Manage renewal pricing and rate adjustments within established guidelines to protect margin and support long-term profitability.
* Develop strategies to identify customer expansion opportunities while proactively mitigating customer attrition and business risk.
** Team Leadership & Development
*** Lead, coach, and develop a team of Strategic Customer Managers and Strategic Account Managers to deliver exceptional customer experiences, customer retention, and account growth.
* Establish clear goals, KPIs, and accountability, including customer and revenue retention, renewal and extension rates, units on rent per account, share of customer business, utilization, customer satisfaction, and payment performance.
* Partner with the Senior Vice President, Sales & Customer Experience and Human Resources to support career development, succession planning, organizational design, and talent development.
* Foster a collaborative, customer-centric culture focused on accountability, responsiveness, operational excellence, and long-term relationship development.
** Cross-Functional Collaboration
*** Partner closely with the Director of Sales & Growth to ensure seamless handoffs from new business acquisition to customer relationship management, with clearly defined account ownership and handoff criteria.
* Partner with the Sales Support Manager so every off-rent notice and client swap is treated as a retention signal and an opportunity to extend, renew, or expand.
* Coordinate with Sales and Customer Experience leaders at Moventum Leasing to identify and execute cross-selling opportunities for customers operating mixed rental and leased fleets.
* Work with Operations, Fleet, Credit, Finance, Marketing, and other business partners to align customer strategies with operational capabilities and business objectives.
* Contribute customer insights, market intelligence, and strategic recommendations to senior leadership planning.
** Customer Strategy & Engagement
*** Build and maintain executive-level relationships with key regional and national customers, serving as a senior point of contact for strategic accounts.
* Lead executive business reviews, customer planning meetings, and relationship management activities to strengthen partnerships and uncover new business within existing accounts.
* Monitor customer satisfaction,…