Senior Director of Client Experience

Job Summary

Leading the Client Experience department, the full-time Senior Director of Client Experience will oversee a team of Client Experience Managers and Assistants, manage a small portfolio of client accounts, and drive client retention and communication standards in a fully remote environment.

Key responsibilities

• Lead and hold accountable a team of Client Experience Managers and Assistants, ensuring clear expectations and consistent performance monitoring
• Own client retention and lifetime value, proactively identifying at-risk accounts and implementing documented save plans
• Establish and maintain the department's messaging standards, ensuring clear communication of results and value to clients

Required qualifications

• Experience in a rapidly growing digital marketing agency, ideally with revenues from $15 million to $30 million
• Background in SEO and digital marketing, with fluency in paid ads, content, and local search
• Experience working with local professional services clients, particularly in legal, dental, medical, or veterinary fields
• Proven leadership experience, having managed managers or directors and developed teams over ten or more years in client-facing roles
• Track record of owning and improving client retention metrics for a book of business