Director, Client Relationship Management

Director, Client Relationship Management

Preferred locations for this position are Cherryville, NC; Indianapolis, IN; or Atlanta, GA. However, candidates in other locations will be considered with an increased travel requirement of up to 35%. The Director, Client Relationship Management leads the strategic development and operational execution of Cox Automotive's Service Provider Network (SPN), a critical component of the Mobility division. This role is responsible for shaping and scaling a digitally connected, data-driven service ecosystem that supports nationwide vendor relationships, ensures compliance, and delivers exceptional client experiences. The Director will drive innovation in service delivery, optimize vendor management, and lead cross-functional initiatives to elevate operational efficiency and customer satisfaction.

Responsibilities :

Define and execute the long-term vision for SPN operations, aligning with broader organizational goals.

Lead transformation initiatives to evolve SPN into a high-growth, scalable model using proprietary fleet technology and automated service platforms.

Serve as the executive sponsor for customer advocacy, representing the voice of the customer at the highest levels of the organization.

Develop and implement a comprehensive performance management framework for service providers, including setting clear KPIs, service standards, and compliance requirements.

Regularly assess service provider performance using data-driven analytics, customer feedback, and operational metrics; identify underperforming vendors and initiate corrective action plans.

Facilitate quarterly and annual performance reviews with service providers, ensuring alignment with organizational goals and continuous improvement initiatives.

Recognize and reward high-performing service providers, fostering a culture of excellence and partnership across the network.

Oversee day-to-day SPN operations including vendor onboarding, insurance compliance, dispute resolution, and service delivery.

Collaborate with internal teams (Product, Sales, Finance, Customer Care) to ensure seamless integration and execution of SPN services.

Lead resolution of complex vendor issues, ensuring root cause analysis and sustainable solutions.

Act as a trusted advisor to business executives and external partners, driving by-in and strategic alignment.

Manage and mentor a team of SPN specialists and operational staff, fostering a culture of innovation, accountability, and continuous improvement.

Oversee budget planning and resource allocation for SPN operations. Ensure profitability and operational efficiency across legacy and new service provider engagements.

All other duties as assigned.

Required Experience & Specialized Knowledge and Skills :

Minimum Bachelor's degree in a related discipline and 10 years' experience in a related field. The right candidate could also have a different combination, such as a master's degree and 8 years' experience; a Ph.D. and 5 years' experience in a related field; or 14 years' experience in a related field. 5+ years' experience in a management or leadership role. Proven track record in scaling vendor networks, management compliance, and leading cross-functional teams.

Expertise in process improvement, operational excellence, and change management. Strong executive communication, negotiation, and relationship-building skills. Demonstrated ability to thrive in a dynamic, fast-paced environment.

Preferred Degree in related discipline strongly desired.

Compensation : Compensation includes a base salary of $131,600.00 - $219,400.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities.