Director of Customer Relations

Role Description The Director of Customer Relations is a full-time remote role responsible for overseeing client relationship management and ensuring a consistently high standard of customer experience. This role includes leading customer service initiatives, responding to client inquiries, and proactively addressing concerns to maintain strong client satisfaction and retention. The Director will design and refine customer engagement processes, collaborate with advisory and operations teams, and ensure that communication with clients is timely, clear, and empathetic. Daily tasks include monitoring client feedback, supporting account management activities, guiding team members in best practices, and identifying opportunities to improve services and deepen client loyalty. The Director of Customer Relations will also contribute to growth strategies by supporting client referrals, participating in client meetings as needed, and aligning customer experience efforts with the firm’s mission and values.
Qualifications
Demonstrated expertise in Customer Satisfaction and Customer Experience, with a track record of improving client loyalty and service quality.
Strong Customer Service skills, including handling complex inquiries, resolving issues, and modeling empathetic, professional communication.
Experience in Account Management, including maintaining client relationships, coordinating services, and supporting ongoing client needs.
Background in Sales or relationship-based business development, with the ability to support referral generation and client retention initiatives.
Excellent written and verbal communication skills, with the ability to explain financial concepts in a clear, accessible manner.
Proven leadership and team management abilities, including coaching, performance feedback, and cross-functional collaboration.
Strong organizational and time-management skills, with the ability to prioritize in a remote work environment and manage multiple client requests.
Relevant experience in financial services or professional consulting is preferred; a bachelor’s degree in business, finance, communications, or a related field is beneficial.
High ethical standards, discretion with confidential information, and a client-first mindset aligned with Estrada Financial’s mission and values.

Work arrangement
Yes