Senior Vice President - Client Relations

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What's Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around. The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States. The Senior Vice President - Client Relations will oversee the execution of key strategic projects and initiatives and focus on improving operational processes, while building & nurturing strong relationships with key stakeholders and prioritizing team development. What will you do? Responsible for strategic direction and daily/production management, supervision, and leadership to the client relations process. Ensure that the customer is the focus of all interactions, leading to exceptional customer care through all channels Create, design, and implement accountability measures establishing organizational goals, objectives, and operating procedures for all channels of contact and ensure alignment with Holman's strategic goals and objectives Continuously transform client relations to provide state of the art customer experiences for all customers and prospects. Support the transformation of the customer facing client relations functions, managing to industry average response times and resolution expectations in a hybrid environment Create a consultative service culture within client relations Lead the evolution from a traditional client relations measured by metrics to one also focused on relationship management Develop a strategy to effectively integrate client relations into the ethos and process across the end-to-end delivery value chain into CCC Develop strategy and deploy enterprise-wide technology channel solutions to improve partner and client experiences Establish service level standards and requirements for the client relations department Develop, implement and execute policies and procedures to facilitate a quality customer service experience. Implement structure to ensure a high delivery of service standards by automating, centralizing, eliminating, and streamlining existing processes and procedures. Develop a control strategy to minimize risk and develop and implement quality monitoring operational processes and controls to ensure compliance with corporate and regulatory procedures. Identify trends for internal/external processes and systems to improve department efficiencies and communicate recommendations to senior leadership, as required. Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention. Direct the vendor and technical partnership on commonly used contact center systems, such as ACD, IVR, call monitoring systems and other platforms. Serve as strategic leader on enhancements, projects and merger & acquisition activities and events. Stay abreast of emerging technologies and practices through vendor and peer networking and continual education and propose the right solutions and advancements for the center. Work in collaboration with operations, fleet executives, market leaders, sales, internal audit leaders and legal Build, propose, and adhere to financial budget for the department and act as a good steward of Holman resources. Lead and develop teammates within client relations to support their professional development. Perform all other duties and special projects as assigned. What are we looking for? Bachelor's degree in Business Administration, Marketing, or a related field or equivalent business experience Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.) 10+ years' experience as subject matter expert client relations in a B2B environment A minimum of 8 years of management experience Demonstrated ability to develop and execute comprehensive strategies that drive business growth and achieve revenue or business performance targets. Experience in guiding strategic direction across multiple divisions and aligning operational strategies with corporate objectives. Proven track record of leading, mentoring, and developing senior level, high-performing teams. Strong experience in stakeholder management, including engaging with senior executives, business unit leaders, and external stakeholders. Strong financial management skills, including budgeting, resource allocation, and financial analysis to support strategic decision-making. Demonstrated ability to effectively communicate with senior executives, board members, or external stakeholders. Experience promoting cross-divisional collaboration, ensuring cohesive communication and alignment with strategic goals. Demonstrated success in providing strategic oversight and coordination for large-scale projects, including budgeting, resource allocation, and timeline management. Knowledge and experience in developing and enforcing compliance strategies across divisions; ability to identify and mitigate risks. Strong business acumen along with the ability to understand and incorporate business initiatives into sound processes. Extensive knowledge of client relations management techniques Comprehensive knowledge of delivery channels and telephone centers Capable of excelling and leading others in a dynamic, family focused, growing environment with significant client nuances Exceptional decisions making ability; timely with a focus on quality and in times of uncertainty Takes on new opportunity and tough challenges with a sense of urgency, high energy and enthusiasm Builds partnership and work collaboratively with others to meet shared objectives Gains the confidence and trust with others through honesty, integrity and authenticity Creates and adheres to good plans in the face of adversity while also changing the approach swiftly when circumstances demand it. Recognizing the value that different perspectives and cultures bring to an organization Build high performing teams who apply their diverse skills and perspective to achieve common goals Paints a compelling picture of the vision and strategy that motivates others to action Superior verbal and written communication skills Excellent interpersonal, counseling, and negotiation skills Excellent presentation skills Effectively coaches, gives performance feedback and provides development opportunities within related multiple areas or departments and/or function(s) #LI-EZ1 #LI-HYBRID At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That's why we are listening, open to learning new things - about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It's The Holman Way. At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type): Health Insurance Vision Insurance Dental Insurance Life and Disability Insurance Flexible Spending and Health Savings Accounts Employee Assistance Program 401(k) plan with Company Match Paid Time Off (PTO) Paid Holidays, Bereavement, and Jury Duty Paid Pregnancy/Parental leave Paid Military Leave Tuition Reimbursement Benefits: Regular Full-Time We offer excellent benefits including health, vision, dental, life and disability insurance, and 401(k) with company match. Our time off benefits include Paid Time Off (PTO), paid holidays, bereavement, and jury duty. In addition, we offer paid pregnancy and parental leave, and supplemental paid military leave to eligible employees. Click here for Washington State benefit information. Temporary or Part-Time In geographic areas with statutory paid sick leave, part-time and temporary employees will receive a paid sick leave benefit that meets the mandated requirements. Click here for Washington State benefit information. Pay: We offer competitive wages that are commensurate with job-related skills, experience, relevant education or training, and geographic location, starting in the range of $501,500.00 - $789,865.00 USD annually for full time employees. The annual compensation range is comprised of base pay and bonus earnings. Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Created: 2024-11-04