Overview

Provides leadership and executive management of client teams, and expertise to drive growth, strategic vision, profitability, and unsurpassed customer service delivery to assigned clients. Ensures that employees receive training and understand the goals and objectives of service delivery to clients. Consults and educates clients in all aspects of the mobility industry. Guides service delivery teams to ensure an effective front line, customer centric service to our clients, transferees, suppliers and internal customers. Assists the COO in developing processes to ensure quality control in service delivery, billing, and reporting. Assists the VP of Sales in securing new business.

Responsibilities

• Ensure service performance meets or exceeds client expectations and contractual requirements.

• Lead recruitment efforts, including identifying top talent and promoting internal candidates for key roles.

• Manage performance within approved budgets and contribute to cost control initiatives.

• Oversee compliance with Statements of Work (SOW), audits, and CapViews processes.

• Direct client transition projects and provide implementation guidance.

• Coordinate client communications and meetings, ensuring timely and accurate responses.

• Manage stakeholder expectations and resolve inquiries or issues promptly.

• Review and approve change orders related to SOWs; ensure proper follow-up and reporting.

• Advocate for clients and transferees to maintain company standards and reputation.

• Identify and implement best practices to enhance service delivery and efficiency.

• Drive continuous improvement initiatives and develop tactical and strategic recommendations.

• Build strong internal and external relationships, fostering a culture of collaboration and excellence.

• Support COO with system management, expense oversight, outsourcing, and vendor relations.

• Assist with balanced scorecard initiatives and special projects as assigned by senior leadership.

Qualifications

• CRP, GMS designations
• 10+ years managing client services, mobility management, or move management industry
• Minimum of 5 years’ experience in a relocation customer services environment
• Ability to mentor, lead, and effectively empower staff to prioritize workloads and produce high quality reporting, client support, expense management, and real estate services
• Excellent written and verbal communication skills
• Ability to manage challenging customers and exhibit skills necessary for conflict resolution
• High level problem solving and solution development skills
• Ability to work effectively within all client, employee, and demographic groups
• Strong IT, financial management, and contract management skills.

About

About CapRelo

CapRelo is a technology-driven company focused on delivering best in class relocation and assignment services on a global platform. Our goal is to make the relocation process easy for everyone involved. Our employees simplify and streamline the complexities of relocation through capabilities like move management services, home sale and purchase, property management, destination services, expense administration, and consultation on domestic and international relocation policies. At CapRelo, we strive to attract the best and the brightest who will bring their unique abilities and help take our company to the next level. If you are looking for an organization where you can use your talents and have a real impact on company performance – you’ve come to the right place.

Benefits

• In addition to comprehensive medical, dental, and vision insurance, CapRelo offers:
• World-class retirement savings programs including Company-funded profit sharing and safe harbor 401(k)
• Recruitment and customer referral bonuses
• Company-paid life insurance and accidental death benefits
• Voluntary protection programs for employees and their families
• Service recognition programs
• Safety & performance bonuses
• Tuition reimbursement and student loan repayment assistance
• Discounted membership @ Gold’s Gyms (corporate locations) nationwide
• Global employee wellness programs and Employee Assistance Program (EAP) for employees and their families
• Medical and Dependent Care Flexible Spending Accounts (FSAs)
• Health Savings Account (HSA) with employer matching contribution

​Equal Opportunity/Affirmative Action Employer