Company Overview
Glass Lewis is the world's choice for governance solutions. We enable institutional investors and publicly-listed companies to make sustainable decisions based on research and data. We cover 30,000+ meetings each year, across approximately 100 global markets.
Our customers include the majority of the world's largest pension plans, mutual funds, and asset managers, collectively managing over $40 trillion in assets. We have teams located across the United States, Europe, and Asia-Pacific giving us global reach with a local perspective on the important governance issues. Founded in 2003, Glass Lewis is headquartered in San Francisco, California with additional offices in Kansas City, Missouri; London, U.K.; Paris, France; Limerick, Ireland; Karlsruhe, Germany; Sydney, Australia; and Tokyo, Japan.
Position:
Glass Lewis, the leading independent provider of global governance services, is currently seeking to hire a full-time Director to lead our European Client Services team based in Limerick. The Director of Client Services is responsible for leading and managing the client services team to ensure exceptional client satisfaction, retention, and business growth. This role involves developing and implementing strategic initiatives to enhance client relationships and overseeing service delivery. The Director of Client Services will collaborate with internal teams to optimize processes, improve client engagement, and create long-term value for the organization.
Responsibilities:
Client Relationship Management:
1. Develop and maintain strong, long-term relationships with key clients
2. Act as a strategic partner to clients, understanding their needs and providing tailored solutions
3. Ensure high levels of customer satisfaction and proactively address concerns
Team Leadership & Development:
1. Lead, mentor, and develop the client services team to ensure high performance
2. Establish training programs to enhance team skills in client engagement and service delivery
3. Set performance metrics and conduct regular evaluations to ensure goals are met
Service Delivery & Process Improvement:
1. Oversee and optimize service delivery processes to ensure efficiency and client satisfaction
2. Implement best practices and innovative strategies to improve client experiences
3. Collaborate with cross-functional teams, including sales, marketing, and operations, to enhance service offerings
Strategic Planning & Reporting:
1. Develop and execute client service strategies aligned with the company's business objectives
2. Provide regular reports and insights to senior leadership on client engagement, satisfaction, and growth opportunities
3. 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
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