Job Description Summary
Reporting to the Vice President of Client Relations, the Senior Director leads client relationship management and client operations strategy to improve end-to-end client outcomes, retention, and service performance. Manages the operating plans, service delivery models, and governance mechanisms that scale client support, client success, and operational excellence. Drives cross-functional alignment among business development, customer service, information technology, and other functional departments to standardize client journeys and turn client insights into business results. Oversees organizational performance, operating priorities, systems, and controls that sustain growth, efficiency, and compliance across the client lifecycle.
•Directs the client relationship management and operations roadmap, operating model, and priorities to align initiatives with enterprise goals.
•Oversees client journeys, service delivery, onboarding, support, and retention processes to improve consistency, scalability, and client outcomes.
•Directs performance mechanisms, forecasting, and operating reviews to drive client partnerships, retention, efficiency, and the overall business impact.
•Oversees and actively guides client relationship management initiatives and projects, including driving process standardization, determining implementation priorities, and focusing on ongoing optimization.
•Directs cross-functional decisions together with operations and functional group leaders to resolve and prevent issues and remove barriers across the client lifecycle.
•Oversees managers, manages performance and talent decisions, and builds succession pipelines aligned to operating priorities.
•Directs risk, compliance, and continuous improvement actions by identifying operational gaps, validating benefits, and reallocating resources to higher-value initiatives.
•Supports business development and revenue growth initiatives, supporting capabilities presentations, leading account planning initiatives, and attends leadership meetings, capabilities meetings, business reviews, industry conferences, and other client-facing meetings.
•Partners with department leadership to develop the annual resource and operating expense budgets from initial growth projections for the new and existing business portfolio, and reviews and adjusts operating plans monthly as new information and revised assumptions emerge.
Education & Experience
•Bachelor's degree in business, marketing, communications, operations management, or a related field, or equivalent experience required. Master's degree in business administration, marketing, operations management, or a related field, or equivalent experience preferred.
•12+ years of experience in customer operations, customer experience, customer relationship management, customer success, service delivery, or a related field.
•8+ years of experience in a management capacity.
•Certified Customer Experience Professional, Project Management Professional, Six Sigma Green Belt or Black Belt, Certified Customer Success Manager, Customer Experience, Project Management, Process Improvement certification, or equivalent certification preferred.
•Ability to travel 10-15%.
What Cencora Offers
Compensation, benefits, and resources that enable a highly inclusive culture and support team members' ability to live with purpose every day, including medical, dental, and vision care, and a comprehensive suite of benefits focused on physical, emotional, financial, and social wellness. This encompasses support for working families, which may include backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave. Also offered: training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, and volunteer activities.
Full time.
