Director of Client Partnership

TruX Retail Partner; Scarborough (ME); On-site; USD 120,000 - 180,000; Full time

Job summary

TruX Retail Partner is seeking a Director of Client Partnerships to provide strategic and operational leadership across in-house support functions for multiple brands. You will drive resource planning, service delivery, and alignment with client priorities while collaborating with field operations and the Director of Brand Partnership.

The role emphasizes servant leadership, people development, and a strong client experience.

Qualifications

• 6+ years of progressive experience in operations, retail merchandising, or related field.
• 3+ years of leadership experience managing teams.
• Bachelor’s degree preferred or equivalent professional experience.
• Experience leading multi-functional teams and establishing service standards.
• Experience with performance metrics, reporting, and data-driven improvements.
• Ability to drive cross-functional collaboration and change across a growing organization.
• Workforce planning, resource allocation, and staff development experience.
• Ability to manage competing priorities and make sound decisions in a fast-paced environment.

Responsibilities

• Provide strategic and operational leadership for in-house support functions, setting priorities and performance expectations.
• Oversee daily operations, workforce planning, workload distribution, and resource capacity.
• Partner with other leaders to align client priorities, service expectations, and deliverables.
• Coordinate with field operations to translate client needs into actionable plans and maintain communication.
• Monitor performance, identify gaps, and implement improvements in service quality and efficiency.
• Lead, coach, and develop managers and team leaders to ensure accountability and growth.

Skills

Operational leadership

Strategic planning

Communication & stakeholder management

People development

Education

Bachelor’s degree (preferred)

Job description

Director of Client Partnership

The Director of Client Partnerships provides strategic and operational leadership for in-house support functions across all assigned brands, ensuring effective resource planning, consistent service delivery, and alignment with client and business priorities. This role leads team performance and development while partnering closely with the Director of Brand Partnership and field operations to address operational needs, resolve challenges, and drive program success.

The Director of Client Partnerships reinforces TruX’s culture of servant leadership and people helping people grow by developing others, fostering collaboration, and driving operational excellence and a strong client experience.

Essential Functions

• Provide strategic and operational leadership for in-house support functions, establishing priorities, performance expectations, and consistent practices.

• Oversee daily operations, workforce planning, workload distribution, and resource capacity to meet business demands and client commitments.

• Partner with the Director of Brand Partnership to align client priorities, team capacity, service expectations, and operational deliverables.

• Coordinate with field operations to translate client requirements and field feedback into actionable plans and ensure clear communication and follow-through.

• Monitor operational performance, identify gaps, and implement improvements to service quality, responsiveness, and efficiency.

• Lead, coach, and develop managers and team leaders, fostering accountability, professional growth, and succession planning.

• Standardize workflows, documentation, communication, and reporting processes across assigned teams.

• Ensure appropriate staffing, onboarding, training, and cross-functional coverage to support current needs and future growth.

• Resolve escalated service delivery concerns, workload challenges, client issues, and cross-functional conflicts; champion continuous improvement and technology adoption.

• Report operational performance, resource needs, risks, and improvement opportunities to senior leadership while ensuring compliance with company policies, client requirements, contracts, and applicable laws.

Qualifications

• 6+ years of progressive experience in operations, retail merchandising, shared services, program support, or a related field.

• 3+ years of leadership experience managing teams, managers, or multiple operational functions preferred.

• Bachelor’s degree preferred; equivalent relevant professional experience may be considered in lieu of a degree.

• Demonstrated experience leading multi-functional teams, managing operational capacity, and establishing consistent service standards.

• Experience using performance metrics, operational reporting, and business data to identify trends and improve results.

• Proven ability to lead organizational change, implement scalable processes, and improve cross-functional collaboration.

• Experience with workforce planning, resource allocation, workload management, and employee development.

• Ability to manage competing priorities, resolve escalations, and make sound decisions in a fast-paced, growing organization.

Knowledge, Skills, and Abilities

• Strong operational leadership, organizational planning, and execution skills.

• Ability to develop leaders, establish accountability, and build high-performing teams.

• Strong analytical and problem-solving skills, including the ability to translate performance data into actionable improvements.

• Knowledge of retail merchandising operations, internal support functions, and field-office collaboration.

• Excellent communication, presentation, relationship-building, and stakeholder management skills.

• Strong project management and change management capabilities.

• Ability to anticipate operational needs, manage competing demands, and align resources with business priorities.

• Proficiency in Microsoft Office, operational reporting tools, workforce management systems, and project management platforms.

• Ability to maintain confidentiality and exercise sound judgment when handling sensitive business, personnel, client, and financial information.

Physical Demands

• Ability to sit or stand for extended periods.

• Ability to travel to client meetings, corporate offices, retail locations, and program operations across assigned markets.

• Occasional lifting of up to 25 pounds may be required.

Work Environment

• Primarily office-based, with regular collaboration across corporate teams, field operations, and client locations.

• Travel to client offices, retail locations, and company meetings as required to support client relationships, operational oversight, strategic initiatives, and program performance.

Equal Employment Opportunity Statement

TruX Retail Partner is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, pregnancy, or any other status protected by federal, state or local law.

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications. Management reserves the right to modify, add, or remove duties at any time in accordance with business needs. Nothing in this job description should be interpreted as creating an employment contract. Employment is at-will, where permitted by law.