Description

Position Overview:

The Director of Client Services (DCS) is pivotal in achieving business objectives for the Client Services team by championing RELO Direct’s mission and values. Effective management of people, performance, and processes ensures superior relocation service delivery for corporate and government clients. The DCS fosters teamwork, guides teams through developmental stages, and ensures consistent service delivery. This role is critical for staffing, employee retention, and growth within RELO Direct®. The DCS must exemplify business ethics, personal integrity, and embrace our “You First” approach, CLEAR values, and DEI initiatives. They will keep the team updated on industry trends, company standards, and best practices in relocation policy administration, ensuring compliance with client programs and internal processes. The DCS will also support data analytics and effectively present outcomes during internal meetings.

This job may be based out of our Chicago HQ or be fully remote in the U.S.

Organization:

As a member of the RELO Direct Leadership Team, the DCS supports Senior Management in executing the company’s strategic business plan and long-term objectives. They will motivate and develop a team of direct reports to achieve superior performance and manage service escalations with internal and external stakeholders. The DCS interacts daily with Client Relations, Client Finance, Supply Chain Management, and Client Support Services to identify critical success factors and resources needed to accomplish objectives. Professional interactions with all levels of management, external clients, supplier partners, LeadingRE colleagues, and members are expected. The DCS must represent RELO Direct® at company and industry events, both live and virtual.

Performance Objectives:

• Foster a culture of accountability, compliance, and strong performance.
• Onboard, manage, coach, and develop staff through regular meetings, feedback, and recognition programs.
• Execute long-term employee career and development plans.
• Analyze operating results and meet business plan metrics.
• Ensure effective staffing and caseload management.
• Maintain the integrity of Client Services data.
• Use sound business judgment to resolve issues impacting relationships and profitability.
• Establish relationships that foster trust and respect.
• Exhibit professional presence in all interactions.
• Manage the expense budget for the Client Services team.
• Stay updated with industry and management trends.
• Document and train staff on processes and procedures.
• Participate in business and strategic planning.
• Support RELO Direct’s brand strategies through marketing initiatives and social media presence.

Requirements

• Bachelor’s degree in a business-related field or equivalent experience.
• 5 + years of experience in corporate and government relocation services, people management, and client relationships
• Comprehensive knowledge of US domestic and international relocation policies for corporate and government clients
• A proven track record in management, coaching, training, and process improvement is required.
• Skills in multi-tasking, prioritizing, escalation resolution, and analytical thinking are crucial.
• 3+ years of experience managing a team of relocation professionals required.
• Knowledge of the real estate industry and human resources is preferred.
• CRP and/or GMS designations are preferred.
• Ability to pass government security clearance; previous clearance is a bonus.