Job Title: Director, Client Services EMEA
This position is responsible for leading our European Client Services team based in Limerick. The successful candidate will develop and implement strategic initiatives to enhance client relationships, oversee service delivery, and collaborate with internal teams to optimize processes and improve client engagement.
The ideal candidate will have a strong track record of managing client relationships and driving customer satisfaction. They will be a strategic partner to clients, understanding their needs and providing tailored solutions. The goal is to ensure high levels of customer satisfaction and proactively address concerns.
* Main Responsibilities:
* Develop and maintain strong, long-term relationships with key clients.
* Act as a strategic partner to clients, understanding their needs and providing tailored solutions.
* Ensure high levels of customer satisfaction and proactively address concerns.
* Team Leadership & Development:
* Lead, mentor, and develop the client services team to ensure high performance.
* Establish training programs to enhance team skills in client engagement and service delivery.
* Set performance metrics and conduct regular evaluations to ensure goals are met.
* Service Delivery & Process Improvement:
* Oversee and optimize service delivery processes to ensure efficiency and client satisfaction.
* Implement best practices and innovative strategies to improve client experiences.
* Collaborate with cross-functional teams to enhance service offerings.
* Strategic Planning & Reporting:
* Develop and execute client service strategies aligned with the company's business objectives.
* Provide regular reports and insights to senior leadership on client engagement, satisfaction, and growth opportunities.
* Monitor industry trends and competitive landscape to maintain a competitive advantage.
Requirements:
1. 5+ years of experience in a customer service managerial role, preferably in financial services, banking, or related industry.
2. Bachelor's degree.
3. Proven track record of managing client relationships and driving customer satisfaction.
4. Strong leadership, communication, and negotiation skills.
5. Strong problem-solving and analytical skills.
6. Ability to analyze data, develop strategies, and implement process improvements.
7. Experience with CRM software and customer service tools.
8. Exceptional written and verbal communications.
9. Proficiency in MS Office with strong Excel skills.