About this role
The Client Services Director is responsible for leading client service strategy and execution, working in close partnership with the LE President and BUMA teams to ensure exceptional service delivery and client satisfaction. This role serves as a key liaison between operations and clients, driving alignment, accountability, and performance across all service-related activities.
The Director oversees performance metrics, with a strong focus on turnaround time (TAT) and customer satisfaction (CS) indicators, ensuring targets are consistently met or exceeded. Through proactive leadership, data-driven decision-making, and cross-functional collaboration, the Client Services Director identifies opportunities to improve processes, enhance the client experience, and strengthen long-term client relationships.
Essential Duties and Responsibilities:
Creates, delivers and implements the strategic vision for the Client Service departmentLeads business growth through the generation of innovative processes, strategic thinking, effective priority setting, a culture of continuous improvement, waste elimination and increased customer satisfactionDevelops, presents and implements global Client Service policies, procedures and SOPsActs as principal BU POC for other Client Service leaders and Senior Management (i.e. VP, GM, President)Manages Client Service budget while ensuring departmental productivity targets (including staffing) are metDefines, reports and analyzes CS performance metrics (i.e. annual growth targets, proposal TATs, etc)Establishes current and future departmental organizational structure in support of and in alignment with the larger commercial organization including succession planning for key managers and employeesAddresses departmental issues/team performance with a proactive, strategic approach and an appropriate sense of urgencyActs as Client Service Subject Matter Expert (SME) regarding relevant BU-specific technical and regulatory environments, relevant company policies (i.e. HR) etcReviews, analyzes and interprets departmental/commercial reportsDirects/facilitates negotiations with clients in partnership with Senior Management, Sales, etc.Maintains and grows new and existing key client relationshipsActively supports strategic client relationships to increase the commercial pipelineProvides leadership direction within a matrixed environmentSupports a global team based in one or more regionsDemonstrates and promotes the company visionRegular attendance and punctualityCreates, delivers and implements the strategic vision for the Client Service departmentLeads business growth through the generation of innovative processes, strategic thinking, effective priority setting, a culture of continuous improvement, waste elimination and increased customer satisfactionDevelops, presents and implements Client Service policies, procedures and SOPsActs as principal BU POC for other Client Service leaders and Senior Management (i.e. VP, GM, President)Conducts all activities in a safe and efficient mannerPerforms other duties as assigned To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill or ability required.
Bachelor’s degree in a scientific, business or related field (or equivalent work experience)5 years in a supervisory role preferredExcellent customer service skills, attention to detail and ability to be persistent while maintaining tactDemonstrated ability to plan, multi-task and prioritizeDemonstrated teamwork, communication (written and verbal), and organizational skillsAbility to work to deadlines and problem-solveStrong analytical, time management and interpersonal skillsAbility to communicate appropriately and effectively with clients and Eurofins senior managementPositive attitude and sense of urgencyPossesses an in-depth knowledge of and ability to work across Eurofins BU linesAbility to negotiate and close dealsAbility to problem solve and think criticallyDemonstrated leadership abilityProven track record in effective operations and/or commercial managementAbility to deliver financial resultsDemonstrated commercial effectiveness
Flexibility to participate in meetings across various time zones outside core working hoursOccasionally working extended hours in order to adhere to client deliverable timelinesTravel Requirements:% of time: 20%
% of the above that requires overnight stay: 20%
Travel is primarily to where: Training meetings; other EFCT offices; client meetings, commercial meetings
What we offer: As an employer, we’re keen to look after our people with as much dedication as they look after our patients. That’s why we offer competitive salaries, excellent training and exceptional career prospects. We’re a growing and ambitious company, so there is huge potential here to develop with us and enjoy fantastic rewards in your career.
Your data:
As part of any recruitment process, the company collects and processes personal data relating to job applicants. The company is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.
Eurofins is a M/F, Disabled, and Veteran Equal Employment Opportunity and Affirmative Action employer.
Eurofins USA Food Testing is a Disabled and Veteran Equal Employment Opportunity employer.