Senior Director of Client Experience

Job Summary

Leading the Client Experience department, the full-time Senior Director of Client Experience will manage a team of Client Experience Managers and Assistants, oversee client retention and satisfaction, and ensure high standards of communication and service delivery in a remote setting.

Key Responsibilities

• Lead and coach a team of Client Experience Managers and Assistants to ensure accountability and high performance across 320+ clients
• Own client retention metrics and develop strategies to proactively address at-risk accounts while managing a small portfolio of client accounts
• Establish and maintain the department's communication standards and operational processes to enhance client understanding of service value

Required Qualifications

• Experience in a rapidly growing digital marketing agency, ideally with annual revenues between $15 million and $30 million
• Background in SEO and digital marketing, with fluency in paid ads, content, web, and local search
• Experience working with local professional services clients, particularly in legal, dental, medical, or veterinary fields
• Proven leadership experience, including managing teams and developing individuals into larger roles over ten years in client-facing positions
• Strong analytical skills and familiarity with CRM systems, conversation intelligence tools, and project management software