Lead Director, Client Services responsible for strategic leadership and operational excellence in Rebate Operations at CVS Health. Overseeing client service efforts and team management to ensure satisfaction and compliance.
About the role
- Vice President, Client Services leading Client Relations and Solutions Teams at Odyssey Relocation Management. Seeking an entrepreneurial leader energized by collaboration and customer excellence.
Responsibilities
- Provide visionary leadership and strategy, operational excellence, and accountability for the account management and solutions team.
- Serve as the strategic relationship owner between Odyssey and our clients, partnering cross functionally to ensure program performance, client engagement, and service excellence.
- Coach, develop, and empower high-performing teams; oversee budgeting, resource allocation, and staffing strategies to exceed client expectations.
- Build deep, consultative relationships with clients through proactive communication, insights, and partnership.
- Effectively communicate client policies and procedures.
- Develop and execute account-specific strategies, in collaboration with Client Operations, to achieve revenue, volume, and profitability goals.
- Champion exceptional customer experience by establishing service standards, resolving issues, and driving continuous improvement.
- Analyze and evaluate client policies, recommending enhancements and customizations as needed.
- Identify and pursue cross-sell opportunities to expand client engagement and drive revenue growth.
- Interpret performance data, provide actionable insights, and create internal and client-facing reports.
- Ensure timely and accurate billing.
- Develop compelling client proposals and presentations.
- Negotiate and manage client contracts.
- Lead or participate in key client meetings, fostering collaboration and long-term partnership.
- Support clients in designing or refining international mobility program design, policies and compensation programs.
- Advocate for client needs with vendors, ensuring alignment with program philosophy and expectations.
- Collaborate with internal teams and partners to deliver seamless customer solutions.
- Follow company policies on data access, handling, and storage while ensuring compliance with relevant data privacy regulations.
- Ensure staff compliance with organization policies and standards.
- Maintain accurate records and deliver key reporting for leadership review.
- Manage special projects, including client training and industry events.
- Promote Odyssey solutions and partnership services to drive overall business growth.
- Identify evolving business needs and implement strategic plans to achieve operational and financial objectives.
Requirements
- Bachelor’s Degree or equivalent work experience.
- Minimum 10 years’ experience in a similar role managing teams within relocation customer service or operations on the service provider side or at a corporate client.
- Demonstrated analytical, process, and strategic account management skills.
- High level of accuracy and process orientation.
- Proven experience in project management and portfolio management.
- Proficiency in Microsoft Office and SAS Applications.
Benefits
- This role may also be eligible for bonuses, commissions, benefits, and other incentives.
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