Director, Client Transformation

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first then business delivering on our promise of a superior client experience. This takes hard work and innovation and we need more like-minded people on our team.

The Client Experience Director is responsible for defining and driving the companys client experience strategy by deeply understanding client needs pain points and opportunities. This role translates client insights into actionable cross-functional initiatives that improve satisfaction retention and long-term value. The ultimate objective is to embed a client-centric culture and ensure consistent high-quality experiences across all touchpoints.

Leadership & Team Management

• Build lead and develop a high-performing Client Experience function aligned with business strategy.
• Foster a client-centric mindset across the organization ensuring teams prioritize client outcomes in decision-making.
• Define clear goals KPIs and accountability frameworks for the CX team.

Practice Governance & Methodology Development

• Design and implement frameworks processes and tools to systematically capture analyze and act on client feedback.
• Establish CX metrics (e.g. NPS CSAT retention churn drivers) and governance routines to monitor performance.
• Standardize best practices for client journey mapping and experience improvement initiatives.

Client Engagement & Strategic Delivery

• Identify key client pain points and translate them into prioritized action plans with measurable business impact.
• Partner with key clients when needed to gather insights validate solutions and strengthen relationships.
• Ensure delivery of strategic initiatives that enhance client satisfaction loyalty and lifetime value

Thought Leadership & External Representation

• Position the company as a client-centric leader through participation in industry forums events and client engagements.
• Stay informed on CX trends best practices and innovations to continuously elevate the organizations capabilities.
• Advocate for the voice of the customer at the executive level.

Supervision and Influence

• Lead and mentor direct reports within the CX function (to be defined based on structure).
• Influence without authority across multiple departments and senior stakeholders to drive change and results.
• Operate as a key member of the leadership team contributing to overall company client experience strategy

Education and Experience

• Bachelors degree in business finance accounting economics data science or other business-related curriculum.
• 812 years of relevant experience in client experience consulting strategy operations or related roles.
• Proven track record of leading cross-functional initiatives and driving measurable business outcomes.
• Experience working closely with senior leadership or C-level stakeholders.
• Strong project management and execution capabilities in complex environments.
• English spoken/written proficiency: Advanced level
• Strategic Thinking Analytical

Desired Characteristics

• Masters degree (MBA or equivalent preferred).
• Experience in industries such as fleet management automotive financial services or B2B services.
• Strong commercial acumen with exposure to sales or client-facing roles.
• Ability to operate in high-growth fast-paced environments.

Whats in it for You

At Element we recognize our teams efforts with a competitive compensation package and benefits that go beyond legal requirements:

Competitive base salary

Annual bonus

Savings fund and savings account

Retirement plan with company contribution

Grocery and restaurant vouchers

Support for sports activities

Additionally we offer non-monetary benefits that enhance your quality of life serve the needs of you and your family and foster a culture of wellness: medical and life insurance flexible schedules a hybrid work model and free parking.

We are a culture of innovation empowerment decision-making and accountability.

Candidates must be willing to comply with a pre-employment background check.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity equity inclusion and belonging. We are pleased to consider all qualified applicants for employment without regard to race color religion gender identity age sex sexual orientation disability national origin Aboriginal/Native American status protected veterans status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon you require an accommodation with our hiring process please send an email to or call.