Director – Client Specialist

Overview In this role you drive a high-impact client engagement organization within Global Commercial Services, strengthening relationships and resolving escalations to deliver measurable commercial outcomes. You will modernize how the CST engages clients through consultative management, data-driven prioritization, and scalable models that uplift retention and spend. You’ll lead cross-functional teams across Sales, Risk, Credit, Servicing, Product, and Operations while leveraging analytics and AI-enabled tools to shape solutions. This is a senior, enterprise-facing leadership role with a strong focus on customer value and differentiated client experiences. Compensation / Benefitssales incentiveequity (if applicable)benefits Responsibilities Set vision and operating strategy for the Client Specialist Team including service standards and escalation protocols Own key client and business outcomes such as retention, spend growth, satisfaction, and escalation quality Strengthen consultative engagement to uncover needs and deepen relationships Develop engagement strategies for priority client populations and strategically important segments Serve as senior escalation owner for complex, high-value client situations Champion the voice of the customer and frontline colleagues with actionable recommendations Build cross-functional partnerships to remove barriers and create scalable solutions Modernize and scale CST through segmentation, workflows, reporting, enablement, automation, analytics, and AI-enabled tools Maintain strong control and compliance, including privacy and regulatory requirements Key requirements Bachelor’s degree or equivalent professional experience Significant experience in sales, client management, or related disciplines Proven experience leading high-performing teams and driving client performance Strong track record influencing senior stakeholders and leading cross-functional initiatives Experience operating in a highly regulated environment Experience leading or transforming inside sales, client engagement, or related capabilities Ability to use data, insights, and commercial judgment to shape strategy and scale effectiveness Executive communication and influence Strategic thinking and enterprise mindset Change leadership and willingness to challenge the status quo Data-driven decision making Analytics and reporting Automation and AI-enabled tooling