Director of Customer Care - Account Management

About the role

Lead and support the Account Management and Customer Care teams to deliver high-quality client services, including EPR reporting, billing, and other contracted services. Ensure clients receive timely, accurate, and responsive support, with a strong focus on satisfaction and long-term retention.

Key responsibilities

• Lead and support Account Management and Customer Care teams to deliver high-quality client services, including EPR reporting, billing, and other contracted services.
• Ensure timely, accurate, and responsive client support, focusing on satisfaction and long-term retention.
• Guide clients through industry and regulatory requirements, including evolving EPR compliance obligations.
• Collaborate with Sales, Operations, Compliance, and Commercial Development teams to align client needs with business goals.
• Oversee accurate client data collection, reporting, billing, and payment processing.
• Identify opportunities to strengthen client relationships, increase engagement, and expand services.
• Develop tailored solutions and service offerings to meet client needs and support business growth.
• Provide training, guidance, and support to help clients understand and meet compliance requirements.
• Establish and maintain high customer service standards, including prompt responses, proactive support, and effective issue escalation.
• Partner with internal teams to improve processes, streamline service delivery, and enhance overall client experience.
• Identify and implement opportunities to improve processes, services, and customer engagement.
• Travel up to 20% within the U.S. and Canada.

Required profile

• Bachelor’s degree in Business, Sustainability, or a related field.
• 15+ years of experience in account management.
• 10+ years in progressively senior leadership roles.
• 10+ years of experience in sustainability, environmental compliance, or a related business field.
• Strong Microsoft Office skills, particularly in SharePoint and PowerPoint.
• Excellent verbal and written communication skills, with ability to create and deliver professional presentations to external clients.
• Strong data management and reporting skills.

Required skills

• Microsoft Office
• SharePoint
• PowerPoint

What we offer

• Equal Opportunity Employer.
• Professional development and training programs.
• Employer-paid health and dental benefits from the date of hire.
• Competitive 401(k) plan with employer matching contributions.
• Dynamic and international working environment at RLG Americas.
• Commitment to diversity, accessibility, and inclusion with accommodations available.