The Director of Client Experience establishes the strategy and protocols for all aspects of client service and is responsible for execution of workflows, processes and best practices.

PRIMARY RESPONSIBILITIES:

• In partnership with the Managing Director, establishes and leads the execution of client segmentation strategy to ensure that overall business goals, profitability and retention goals are met in a conducive and collaborative environment.
• Establishes and leads execution of strategies to enhance the client experience
• Responsible for achieving and maintaining high client retention
• Ensure efficiency in workflows and operational execution
• Leads service team integration projects
• Manage insurance company partner relationships including team meetings, and coordinating training for important market updates
• Effectively coaches, mentors, and manages and assists in the professional development of team colleagues to develop bench strength.
• Creates an environment where open communication is encouraged, and morale is high.
• Possesses day-to-day oversight, direction, and accountability of team colleagues.
• Performs annual and ongoing performance reviews for team colleagues, and is responsible for colleague onboarding and termination decisions

KNOWLEDGE, SKILLS & ABILITIES:

• Exceptional written, verbal, and interpersonal communication skills
• Ability to measure and analyze key performance indicators
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Ability to learn any other appropriate program or software system used by the firm as necessary
• Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture

EDUCATION & EXPERIENCE:

• Minimum 7 years of related experience in a service industry and in a leadership capacity, 5+ years of experience in sales management, 10+ years of experience in direct or outside sales, C2C/B2C preferred
• Certification(s): None required; None preferred
• License(s): None required; None preferred
• Experience with Agency Management System and/or other CRM-related software.

OTHER:

• Fast paced multi-tasking environment
• Some travel required

IMPORTANT NOTICE:
This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.