Director, Customer Relations

Director, Customer Relations 3.3 3.3 out of 5 stars 725 East 40Th Street, Holland, MI 49423 Full-time Tiara Yachts 72 reviews Full-time Director, Customer Relations Tiara Yachts - Holland, MI 725 East 40th Street, Holland, MI 49423 The role We're seeking a Director, Customer Relations to lead the evolution from a product-led organization into a world-class, customer experience leader This is a high-impact leadership role responsible for building a proactive, data-driven, and frictionless customer experience across our dealer network and end customers. You will sit on the senior leadership team and lead the transformation of our service organization into a scalable, modern, customer-centric operation. What You'll Do Lead the post-purchase customer experience across dealers and owners Transform the organization from reactive support to proactive engagement Drive faster, frictionless issue resolution and reduce repeat problems Build dealer service capability through tools, training, and support systems Implement scalable processes, systems, and automation to replace ad hoc workflows Work closely with sales, marketing, engineering and production to improve communication to solve customer issues. Develop customer health monitoring and early risk detection Expand self-service tools, knowledge bases, and onboarding resources Lead and align Field Services Team, responsible for assisting dealers in field repairs. commissioning larger vessels and supporting various sales events - boat shows, VIP events, Sea Trials, etc. Lead team Technical Advisors, responsible for aiding dealers and customers with parts, warranty, and problem resolution Work with legal team to resolve disputes What Success Looks Like Reduced time to resolution Increased dealer capability and independence Fewer repeat issues through root cause elimination Improved customer satisfaction Measurable impact on customer retention and revenue Who You Are Proven leader with 10+ years in the marine industry who has transformed customer service Background in complex, technical products (marine, automotive, RV, heavy equipment, etc.) Bachelors Degree preferred but not required Strong in both customer experience and operational execution Track record of building process, systems, and scalable support models Comfortable driving change across functions including engineering, quality, and dealer networks Data-driven, structured, and focused on continuous improvement Why Join Us This is a rare opportunity to define the customer experience for a premium brand at scale. You'll play a critical role in shaping how our customers and dealers experience our products, and in turn, drive long-term loyalty and growth.