Director, Client Relationship Management

Director, Client Relationship Management

The Director, Client Relationship Management leads the strategic development and operational execution of Cox Automotive's Service Provider Network (SPN), a critical component of the Mobility division. This role is responsible for shaping and scaling a digitally connected, data-driven service ecosystem that supports nationwide vendor relationships, ensures compliance, and delivers exceptional client experiences. The Director will drive innovation in service delivery, optimize vendor management, and lead cross-functional initiatives to elevate operational efficiency and customer satisfaction.

Responsibilities :

• Define and execute the long-term vision for SPN operations, aligning with broader organizational goals.
• Lead transformation initiatives to evolve SPN into a high-growth, scalable model using proprietary fleet technology and automated service platforms.
• Serve as the executive sponsor for customer advocacy, representing the voice of the customer at the highest levels of the organization.
• Develop and implement a comprehensive performance management framework for service providers, including setting clear KPIs, service standards, and compliance requirements.
• Regularly assess service provider performance using data-driven analytics, customer feedback, and operational metrics; identify underperforming vendors and initiate corrective action plans.
• Facilitate quarterly and annual performance reviews with service providers, ensuring alignment with organizational goals and continuous improvement initiatives.
• Recognize and reward high-performing service providers, fostering a culture of excellence and partnership across the network.
• Oversee day-to-day SPN operations including vendor onboarding, insurance compliance, dispute resolution, and service delivery.
• Collaborate with internal teams (Product, Sales, Finance, Customer Care) to ensure seamless integration and execution of SPN services.
• Lead resolution of complex vendor issues, ensuring root cause analysis and sustainable solutions.
• Act as a trusted advisor to business executives and external partners, driving buy-in and strategic alignment.
• Manage and mentor a team of SPN specialists and operational staff, fostering a culture of innovation, accountability, and continuous improvement.
• Oversee budget planning and resource allocation for SPN operations.
• Ensure profitability and operational efficiency across legacy and new service provider engagements.
• All other duties as assigned.

Required Experience & Specialized Knowledge and Skills :

Minimum :

Preferred :

Drug Testing :

To be employed in this role, you'll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and / or in company vehicles is prohibited.

Benefits :

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.

About Us :

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells or simply uses cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation / wellness days, and / or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer All qualified applicants / employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. In California and Washington, we will consider non-driving candidates who use alternate means of transportation in accordance with applicable law.