Job Description

Description :

OUR POSITION IN A NUTSHELL

This is a newly-created role to support our expanding business. As the Client Services Director, you will work closely with several individuals within Dwellworks to ensure all clients in your client list receive the appropriate level of attention. This can include trainings, consulting, and also client escalations as they come up. You will also communicate all necessary information to and from the client to appropriate parties.

YOUR FOOTPRINT AT DWELLWORKS

The Client Services Director is responsible for assisting in the management of existing client accounts as they relate to Corporate Housing in the region. You are responsible for maintaining a consultative relationship with contacts in your client list who focus on Corporate Housing or other businesses as assigned. You will work closely with the operations team to communicate service delivery expectations to and from the clients. The Client Services Director will also support the Dwellworks Global Account Directors, as applicable, to drive positivity for the greater Dwellworks relationship.

WHAT YOU WILL ACCOMPLISH

Maintain Client Relationships (40%)

• Visit client offices to maintain a relationship with client contacts including Supply Chain, Operations, and Account Management
• Act as direct contact for client\xe2\x80\x99s requests for market info, pricing, service delivery explanations, scope modifications, and new opportunities
• Act as liaison between account management and operations to facilitate effective communication for consistent reciprocal understanding of needs and expectations
• Partner with supply chain and operations team to ensure adequate supplier coverage, smart solutions and client-focused service support
• Anticipates and identifies business opportunities and challenges and helps to create a profitable strategy that aligns with overall business direction
• Maintains a consultative relationship with the regional account purchasers and influencers to ensure satisfaction, renewal and a continued growth path
• Assist the Account Director in creation and presentation of annual reviews

Issue Resolution, Reporting and Analysis (30%)

• Act as a central point of contact for clients on escalations \xe2\x80\x93 involve all Dwellworks departments as required to resolve escalations
• Prepare and provide monthly, quarterly, and annual reports as requested by the client and operations teams
• Research and respond in a timely manner to requests for proposal, pricing and information
• Monitor performance scores and escalations \xe2\x80\x93 report, analyze and trend defects

Communicate with Operations Team (20%)

• Lead escalation action and response; assist operations with service recovery initiatives, informing Account Directors of escalating issues with overall account impact
• Participate in problem solving with the operations teams to address the needs of the client
• Act as an advocate for clients by teaming with operations in ensuring flawless execution of service delivery
• Partner with operations as main contact on implementations of new client and communicate client nuances to other departments as needed (accounting, supply chain, etc.)
• Work with the Account Directors on special client requests

Training (10%)

• Partner with Account Directors, operations team, and internal supply chain to develop and deliver client trainings/workshops

WHAT WE\'RE LOOKING FOR

• Strong prior experience in the relocation, travel, corporate housing or hospitality industry
• A proven work history working as a primary contact to build and expand upon client relationships
• A certified relocation professional or global mobility specialist
• Bachelor\xe2\x80\x99s degree (ideally in a business-related field) or equivalent work history
• Ability to balance client focus with needs of the business
• Strong ability to multitask and prioritize
• Ability to handle confidential information
• Communication skills, specifically the ability to communicate effectively in a constructive and professional manner
• Attention to detail and strong organization skills
• Strong analytical, problem-solving and strategic thinking skills
• Ability to self-motivate, work in teams in a dynamic environment
• The position requires moderate international travel

WHO WE ARE

The Dwellworks experience is driven with passion, hard work and integrity. We search for the team players, the go-getters, and the innovators who are hungry to learn. We love promoting from within and expect there to be plenty of opportunities for progression as our team continues to grow.

We promote a relaxed, well-rounded environment where associates can explore and engage in extensive opportunities such as our associate led-committees (wellness, green, philanthropy, and fun). We operate an agile working scheme to promote a good work-life balance, meaning that you can choose to work part-time from home and part-time in the office, or full-time in the office if you prefer.

Dwellworks values the diversity of perspective & experience brought to our company by people from all backgrounds & communities. While we think the above requirements are important, we\xe2\x80\x99re flexible and would welcome your application if you believe that you have other valuable experience. At Dwellworks we are dedicated to building a diverse, inclusive, and authentic workplace, so if our values and mission appeal to you but you don\xe2\x80\x99t meet 100% of the requirements, please still apply!

Here at Dwellworks, we want you to succeed, we want you to grow, and we want you to thrive!

Dwell Works