Director of Customer Relationships

Director of Customer Relationships

Job purpose

Lead the organization’s customer relationship strategy to strengthen retention, satisfaction, loyalty, and long-term account growth. This role partners across sales, marketing, product, and operations to ensure a consistent customer experience and strong commercial outcomes.

Key responsibilities

• Develop and execute customer relationship strategies aligned with business goals.
• Lead customer retention, engagement, and loyalty initiatives.
• Oversee key customer accounts and ensure senior-level relationship management.
• Partner with cross-functional teams to improve the customer journey and service delivery.
• Analyze customer data, feedback, and trends to identify risks and growth opportunities.
• Monitor customer satisfaction, renewal, churn, and other relationship KPIs.
• Build and lead a high-performing team, including coaching, performance management, and capability development.
• Support escalations and resolve high-priority customer issues in a timely and professional manner.
• Implement and improve CRM processes, tools, and reporting practices.
• Ensure customer-related policies and practices support compliance, quality, and service standards.

Required qualifications

• Bachelor’s degree in Business, Marketing, Communications, or a related field.
• 8+ years of experience in customer relationship management, client services, account management, or customer success.
• Proven experience leading teams and managing senior stakeholder relationships.
• Strong commercial awareness and the ability to link customer strategy to revenue growth.
• Excellent communication, negotiation, and problem-solving skills.
• Strong analytical skills with the ability to interpret customer and performance data.
• Experience with CRM systems and customer reporting tools.
• Ability to work across functions and influence without direct authority.

Preferred qualifications

• Experience in a regional, multi-site, or enterprise environment.
• Exposure to B2B, subscription, or service-based business models.
• Familiarity with customer experience, retention strategy, and lifecycle management.
• Advanced degree or professional certification in related fields.

Performance measures

• Customer retention and renewal rate.
• Customer satisfaction or NPS.
• Churn reduction.
• Growth in key account value.
• Timeliness and quality of issue resolution.
• Team performance and engagement.