5-7 years of relevant experience in customer relations or account management
Demonstrated ability to foster a positive team environment
Exceptional communication and delegation skills
Strong organizational skills with the ability to prioritize effectively
Entrepreneurial mindset with self-starting abilities
Proficient in public speaking and presentations
Experienced in coaching and mentoring team members
Responsibilities
Oversee client relations and manage a team of Account Managers
Ensure key performance indicators (KPIs) are consistently met
Directly manage day-to-day operations of the assigned accounts
Drive client retention and growth through strategic initiatives
Collaborate with various departments to optimize operations
Maintain accurate invoicing and assist with staffing and recruitment
Facilitate the strategic planning process and recommend improvements
Benefits
Opportunity for career growth within a dynamic organization
Collaborative work environment with regular interaction with senior management
Opportunity to make a direct impact on client satisfaction and operational excellence
Travel opportunities to engage with clients and team members
Engagement in strategic planning and decision-making processes
Full Job Description
Purpose of Position
This position oversees a designated group of clients and Account Managers and is responsible for customer service, collaborating with clients and the Account Management team to ensure key metrics and measurements are up to date and actioned. The Director of Customer Relations is responsible for client retention and growth with existing and new clients and ensuring operational excellence, profitability and continuous improvement.
Work Environment
The Director of Customer Relations will be expected to travel within the assigned accounts for client visits, coaching of the Account Management team and on-site team members in addition to collaborating with all other departments to accommodate a 24/7 operation.
Structure and Relationship
This position reports to the Regional Director. Within this position there will be regular interaction with Senior Management, Account Managers, Director of Operations, other department heads, as well as field staff and mobile personnel.
Required Skills
The incumbent will require the following skill set:
Ability to create a positive work environment and create a team atmosphere to obtain desired results from others
Strong communication and delegation skills
Strong organizational and priority setting skills to ensure goals are met
Entrepreneurial and self-starter
Ability to speak in public settings and lead various types of presentations
Ability to coach, mentor and develop personnel
Proven ability to prioritize, multitask in a fast paced environment with excellent problem solving skills, organizational and analytical skills to deal with competing priorities
Computer skills - ability to use Microsoft Office 365 with efficiency
Task Related Objectives
Overall fiscal responsibility of the assigned area
Make sure KPI's-Opens, Sub Usage and Overtime set for the year are met
Meet and exceed client and business expectations
Oversee the day to day (24/7) operations of the assigned area of business
Directly manage a team of Account Managers who, in turn, provide leadership, direction, and tactical coordination for all operational activities.
Directly or indirectly manage accuracy and timely invoicing in collaboration with Pay and Bill
Directly manage staffing levels and recruitment with their Talent Acquisition Director Colleague
Ensuring sub usage is reduced, overtime and open shifts are minimized working in collaboration with the Director of Operations as set yearly
Participate in the strategic planning process by recommending & developing proactive policies, procedures & systems to support the operations they oversee
Manage cost efficiencies including overtime and training time
Assisting Supervisors, Account Managers and personnel in responsible charge in relation to scheduling activities, by ensuring they have exhausted the best processes in filling shifts by advising them of more appropriate action, as required
Maintain and enhance client base and their experience
Contract renewals and value sell our complete offerings
Champion assigned RFP's
Meet with Business Development Director regularly to meet sales target's set annually
Drive to surpass monthly and yearly targets
Develop team by interacting and coaching directly and as a group
No artificial intelligence (AI) tools are used in the screening, assessment, or selection of candidates for this position.
Vacancy Status: This posting is for a position that is currently vacant within the organization.
About GardaWorld
GardaWorld Corporation is a Canadian private security firm, headquartered in Montreal, Quebec, with 102,000 employees as of January 2020.
GardaWorld International Protective Services, the international division of the company, began operations in 1984. GardaWorld Security Corporation was established as Trans-Québec Security Inc. by Stéphan Crétier in 1995, who invested initially $25,000. The company runs physical security guard services and armoured car services globally, with over 200 offices worldwide.
