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, h