Regional Senior Manager, Client Services

ABOUT THE SHADE STORE 

At The Shade Store, we have handcrafted the finest Shades, Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation. We are always looking for friendly, passionate people to help us deliver the finest custom window treatment experience to our customers. Our team is growing and expanding, and there has never been a more exciting time to be part of it. 

THE POSITION: Regional Senior Manager, Client Services  

The Regional Senior Manager, Client Services plays a critical leadership role in driving their region’s operational excellence, developing team talent, and ensuring an exceptional client experience across all touchpoints. This individual will lead their regional Customer Experience Manager (CEM) Lead and a team of regional CEMs as they provide clients with support with requests and ensure satisfaction in relation to their project.  

This leader will also regularly participate in performance and business reviews with key regional partners including those in Sales and Measurement and Install (M&I) departments, to identify opportunities, drive operational excellence and ongoing client satisfaction.  

RESPONSIBILITIES:   

• Lead, mentor and develop CEM Leads, setting clear goals and providing tools, insights and coaching needed to drive consistent team performance, meet goals and elevate the client experience.  

• Provide support to the CEM Leads in overseeing the day-to-day operations of the Customer Experience Manager (CEM) to ensure client interactions align with brand standards, and the team is equipped to deliver a consistently elevated customer experience.  

• Ensure, with support from CEM Leads, that staffing, scheduling and performance meets evolving business demands and KPIs. 

• Serve as a senior escalation resource for high-impact client scenarios, providing strategic resolution guidance and engaging with clients when required. 

• Drive onboarding and development programs in collaboration with the Learning & Development department through a scalable “train the trainer” model. Ensure training initiatives are aligned to business goals and foster continuous learning and growth. 

• Identify and champion initiatives that improve CEM tools and processes by partnering cross-functionally to design and implement strategic solutions that are scalable, drive efficiency, and client satisfaction. 

• Partner with the People Team on performance management and workforce planning, including individual development plans, performance improvement plans, and employee relations matters, ensuring consistent coaching and support is felt across the team. 

• Engage with key stakeholders across Sales, Trade, and Field Operations teams to align on shared priorities, support collaboration, and maintain an integrated approach to service delivery and team success. 

• Provide senior leadership with regular reporting on team performance, client satisfaction and key insights.  

WHAT WE ARE LOOKING FOR: 

• 5+ years in a senior people management or operations leadership roles, preferably in customer experience, hotel operations, or field services 

• Demonstrated customer service and project management experience  

• Experience as a department leader with managers or supervisors as direct reports 

• Proven track record of team development, performance coaching, and operational planning 

• Strong understanding of metrics-driven performance environments 

• Excellent communication and interpersonal skills, with experience managing cross-functional relationships 

• Proficient in