What are the responsibilities and job description for the Director, Customer Relations position at Tiara Yachts?
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
Qualifications:
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.