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.