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Director Customer Relations
Business Unit: Security Services

Career Area: Operations and Administration

Location: Toronto, Ontario, CA

Purpose of Position

This position oversees a designated group of clients and Account Managers and is responsible for customer service, collaborating with clients and the Account Management team to ensure key metrics and measurements are up to date and actioned. The Director of Customer Relations is responsible for client retention and growth with existing and new clients and ensuring operational excellence, profitability and continuous improvement.

The Director of Customer Relations will be expected to travel within the assigned accounts for client visits, coaching of the Account Management team and on-site team members in addition to collaborating with all other departments to accommodate a 24/7 operation.

Structure and Relationship

This position reports to the Regional Director. Within this position there will be regular interaction with Senior Management, Account Managers, Director of Operations, other department heads, as well as field staff and mobile personnel.

Required Skills

The incumbent will require the following skill set:

Ability to create a positive work environment and create a team atmosphere to obtain desired results from others

Strong communication and delegation skills

Solid organizational and priority setting skills to ensure goals are met

Entrepreneurial and self-starter

Ability to speak in public settings and lead various types of presentations

Ability to coach, mentor and develop personnel

Proven ability to prioritize,



multitask in a fast paced environment with excellent problem solving skills, organizational and analytical skills to deal with competing priorities

Computer skills – ability to use Microsoft Office 365 with efficiency

Task Related Objectives

Overall fiscal responsibility of the assigned area

Make sure KPI’s-Opens, Sub Usage and Overtime set for the year are met

Meet and exceed client and business expectations

Oversee the day to day (24/7) operations of the assigned area of business

Directly manage a team of Account Managers who, in turn, provide leadership, direction, and tactical coordination for all operational activities.

Directly or indirectly manage accuracy and timely invoicing in collaboration with Pay and Bill

Directly manage staffing levels and recruitment with their Talent Acquisition Director Colleague

Ensuring sub usage is reduced, overtime and open shifts are minimized working in collaboration with the Director of Operations as set yearly

Participate in the strategic planning process by recommending & developing proactive policies, procedures & systems to support the operations they oversee

Manage cost efficiencies including overtime and training time

Assisting Supervisors,



Account Managers and personnel in responsible charge in relation to scheduling activities, by ensuring they have exhausted the best processes in filling shifts by advising them of more appropriate action, as required

Maintain and enhance client base and their experience

Contract renewals and value sell our complete offerings

Champion assigned RFP’s

Meet with Business Development Director regularly to meet sales target’s set annually

Drive to surpass monthly and yearly targets

Develop team by interacting and coaching directly and as a group

The typical hiring range for this position is $76,000 to $93,500 per year and is specific to candidates located in this location. The salary will be determined based on your knowledge, skills and competencies, and you’ll have room to grow after you join!

If you’re interested in the position but your expectations don’t fully align with the provided range, we still encourage you to apply! Considerations may be made based on your experience level.

No artificial intelligence (AI) tools are used in the screening, assessment, or selection of candidates for this position.

Vacancy Status: This posting is for a position that is currently vacant within the organization.

GardaWorld: Make the world a safer place
GardaWorld, a global leader in security, offers exciting career opportunities in an evolving industry. We celebrate diversity and invite talent from all backgrounds to apply.

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📌 Director Customer Relations (Ontario)
🏢 GardaWorld
📍 Ontario