What does a director, customer relations do?
Director of Customer Relations is responsible for leading the design and improvement of an organization's overall customer service experience. Their duties include developing customer service budget, driving customer service process improvements, implementing customer service agents, managing email and telephony customer service routing, and creating training programs for customer service staff. They are responsible for improving customer service performance metrics, overseeing key change management projects, and establishing a customer service roadmap. The Director of customer relations also helps in developing recruitment initiatives to attract top talents.
Director, customer relations responsibilities
Here are examples of responsibilities from real director, customer relations resumes:
- Manage medical billing and serve as liaison between patient and insurance including Medicaid and Medicare as required.
- Attend morning meeting daily and attend Medicare meetings weekly.
- Assist with payroll and create excel spreadsheets to document all sales status and quotas.
- Alert all departments through creating and delivering reports for guest preferences and VIP's.
- Recognize all VIP and repeat guests by sending an amenity or upgrading room type.
- Experience with QuickBooks in accounts receivable, accounts payable, payroll and daily bank deposits.
- Improve customer s satisfaction with app by analyzing customer s emails and questions post on company s Facebook page.
- Create and official company page on Facebook to facilitate interaction with subscribers.
- Leverage quantitative and qualitative market research data to fine-tune labeling and POS designs that are well-received by a major national retailer.
- Count tills, train new hires, operate POS systems, responsible for daily function of store.
- Produce and ensure proper merchandising of on- and off-premise accounts, and execute local production of POS items.
- Listen to numerous opinions, disseminate information, diagnose and troubleshoot complex information quickly.
Director, customer relations skills and personality traits
We calculated that 16% of Directors, Customer Relations are proficient in Customer Relations, Leveraged, and Government Relations. They’re also known for soft skills such as Leadership skills, Problem-solving skills, and Speaking skills.
We break down the percentage of Directors, Customer Relations that have these skills listed on their resume here:
- Customer Relations, 16%
Directed, planned and organized the Customer Relations Department and activities by coordinating available resources in order to increase customer satisfaction.
- Leveraged, 11%
Developed and cultivated vendor relationships constructing a preferred supplier base internally to be leveraged across client base.
- Government Relations, 5%
Partnered with government relations function to address national regulatory issues and global compliance requirements.
- Press Releases, 5%
Collaborated with management on Company Press Releases.
- Payroll, 5%
Posted assignment information on dispatch board, Compiled and recorded data for dispatch, payroll, billings, and personnel records.
- Customer Complaints, 4%
Restored customer loyalty through effective resolution of customer complaints.
"customer relations," "leveraged," and "government relations" are among the most common skills that directors, customer relations use at work. You can find even more director, customer relations responsibilities below, including:
Leadership skills. The most essential soft skill for a director, customer relations to carry out their responsibilities is leadership skills. This skill is important for the role because "public relations and fundraising managers often lead large teams of specialists or fundraisers and must be able to guide their activities." Additionally, a director, customer relations resume shows how their duties depend on leadership skills: "provided key operational leadership for customer relations activities. "
Problem-solving skills. Many director, customer relations duties rely on problem-solving skills. "managers sometimes must explain how the company or client is handling sensitive issues," so a director, customer relations will need this skill often in their role. This resume example is just one of many ways director, customer relations responsibilities rely on problem-solving skills: "fostered customer loyalty by ensuring that our customers fully utilize the value of our solutions and services. "
Speaking skills. Another skill that relates to the job responsibilities of directors, customer relations is speaking skills. This skill is critical to many everyday director, customer relations duties, as "public relations and fundraising managers regularly speak on behalf of their organization." This example from a resume shows how this skill is used: "addressed social media cases regarding survey's and follow up customer relations. "
Writing skills. director, customer relations responsibilities often require "writing skills." The duties that rely on this skill are shown by the fact that "managers must be able to write well-organized and clear press releases and speeches." This resume example shows what directors, customer relations do with writing skills on a typical day: "process warranty claims for payment audit ledgers for payment discrepancies service writing customer complaints"
Communication skills. Another common skill required for director, customer relations responsibilities is "communication skills." This skill comes up in the duties of directors, customer relations all the time, as "managers deal with the public regularly; therefore, they must be friendly enough to build a rapport with, and receive cooperation from, their media contacts and donors." An excerpt from a real director, customer relations resume shows how this skill is central to what a director, customer relations does: "position: director of customer relations manage the project managers and estimators at the screen division of innomark communications. "
Organizational skills. While "organizational skills" is last on this skills list, don't underestimate its importance to director, customer relations responsibilities. Much of what a director, customer relations does relies on this skill, seeing as "public relations and fundraising managers are often in charge of running several events at the same time, requiring superior organizational skills." Here is a resume example of how this skill is used in the everyday duties of directors, customer relations: "facilitated organizational growth by employing strategic client direction, fostering new relationships and maintaining existing client relationships. "
The three companies that hire the most director, customer relationss are:
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Compare different directors, customer relations
Director, customer relations vs. Communications/senior communications manager
A communications/senior communications manager specializes in handling and overseeing internal and external communications within a workplace, ensuring accuracy and timeliness. Their responsibilities typically revolve around developing strategies for better workforce and public communications, crafting marketing materials such as press kits and newsletters, and coordinating with other departments to create new materials and opportunities for marketing. A communications/senior communications manager may also participate in managing social media operations and launching strategies for product launches and events. Furthermore, as a manager, it is essential to lead and encourage the team, all while implementing the company's policies and regulations.
These skill sets are where the common ground ends though. The responsibilities of a director, customer relations are more likely to require skills like "customer relations," "leveraged," "government relations," and "payroll." On the other hand, a job as a communications/senior communications manager requires skills like "strategic communications," "powerpoint," "project management," and "corporate communications." As you can see, what employees do in each career varies considerably.
Communications/senior communications managers really shine in the health care industry with an average salary of $107,621. Comparatively, directors, customer relations tend to make the most money in the manufacturing industry with an average salary of $124,365.On average, communications/senior communications managers reach similar levels of education than directors, customer relations. Communications/senior communications managers are 4.6% more likely to earn a Master's Degree and 0.3% less likely to graduate with a Doctoral Degree.Director, customer relations vs. Community development director
The job of a community development director is to manage and direct the management and planning initiatives for a community or city organization. Your duties will include collaborating with community partners in developing strategies to improve the community, architectural and economic initiatives, monitoring budgets for department initiatives, and participating in business development efforts. As a community development director, it is your responsibility to develop and maintain the community development department's short- and long-term developmental goals. It is also your duty to develop and coordinate marketing strategies for economic development.
Each career also uses different skills, according to real director, customer relations resumes. While director, customer relations responsibilities can utilize skills like "customer relations," "leveraged," "government relations," and "payroll," community development directors use skills like "economic development," "project management," "program development," and "web site."
On average, community development directors earn a lower salary than directors, customer relations. Some industries support higher salaries in each profession. Interestingly enough, community development directors earn the most pay in the manufacturing industry with an average salary of $92,043. Whereas directors, customer relations have higher pay in the manufacturing industry, with an average salary of $124,365.Average education levels between the two professions vary. Community development directors tend to reach higher levels of education than directors, customer relations. In fact, they're 11.8% more likely to graduate with a Master's Degree and 0.3% more likely to earn a Doctoral Degree.Director, customer relations vs. Communications director
A communications director is responsible for monitoring and supervising the overall media relations from internal to external communications. A communications director's duties include managing campaigns, providing organizational updates to the employees, supporting social media marketing, developing effective communication strategies to build the organization's reputation, and efficiently leading team members in handling events that represent the business. Communications directors must have strong leadership and communication skills to provide support for the company's daily operations and strategies.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from director, customer relations resumes include skills like "customer relations," "leveraged," "government relations," and "payroll," whereas a communications director is more likely to list skills in "web content," "customer service," "external communications," and "project management. "
Communications directors make a very good living in the health care industry with an average annual salary of $109,135. On the other hand, directors, customer relations are paid the highest salary in the manufacturing industry, with average annual pay of $124,365.Most communications directors achieve a higher degree level compared to directors, customer relations. For example, they're 5.8% more likely to graduate with a Master's Degree, and 0.1% more likely to earn a Doctoral Degree.Director, customer relations vs. Manager of corporate communications
A manager of corporate communications is primarily responsible for overseeing the external and internal communications in a company, ensuring everything is running smoothly. They are also responsible for managing marketing communications and public relations, and even developing various marketing content. There are also instances where they must handle a company's social media platforms, review communication materials, and provide progress reports of different projects and programs. Furthermore, as a manager, it is essential to lead and encourage team members, all while implementing the company's policies and regulations.
Types of director, customer relations
Updated January 8, 2025
