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Market My Market · 2 months ago

Director, Client Experience (Director, CX)

United States

Full-time

Remote

Lead/Staff, Director/Executive

$90K/yr - $110K/yr

5+ years exp

Market My Market specializes in tailored marketing solutions for law firms, medical and dental offices. The Director, Client Experience leads a team of Client Experience Managers to ensure high-quality account management and strategic client engagement, focusing on client satisfaction, retention, and revenue growth.

Information TechnologyMarketingSEOWeb Design

Responsibilities

Manage, coach, and develop a team of CXMs to deliver exceptional client experiences and achieve business goals

Provide mentorship and career development opportunities to CXM team members

Hold teammates accountable to established KPIs and maintain high standards of performance

Develop systems to enhance team scalability and manage larger client portfolios effectively

Lead initiatives to improve the team's ability to communicate clear ROI and value metrics to clients beyond traditional performance indicators

Develop standardized frameworks for conveying campaign impact, cost savings, and business growth outcomes

Train CXMs on utilizing comprehensive metrics to demonstrate value through data-driven insights and client-specific success stories

Create client-facing materials that effectively translate complex digital marketing results into tangible business value

Monitor the health of CXM-managed client portfolios (20-40 clients each), ensuring client satisfaction and retention

Drive upsell opportunities and ensure contract renewals, contributing to overall revenue growth

Track performance metrics including client NPS (Net Promoter Score), retention rates, and portfolio growth across all CXM-managed accounts

Optimize client acquisition costs by improving the ROI of client experience efforts

Champion the adoption of innovative automation tools and AI-driven solutions within the CXM team

Lead efforts to implement meaningful AI applications beyond basic reporting, including predictive analytics, automated client communications, and performance optimization

Drive the integration of automation frameworks to streamline client management processes and improve team efficiency

Ensure CXMs are equipped with cutting-edge tools to enhance client service delivery and reduce manual workloads

Spearhead the rollout and adoption of internal knowledge base (IKB) systems to reduce dependency on other departments for routine questions

Develop comprehensive training programs that empower CXMs to find answers independently and become subject matter experts

Create processes that instill a proactive mindset, encouraging team members to solve problems internally before seeking external assistance

Establish clear escalation paths while promoting self-reliance and continuous learning within the team

Act as an escalation point for client concerns, resolving issues promptly and effectively

Work closely with the Director, Client Experience and Client Success Lead to streamline collaboration between CSMs and CXMs, ensuring cohesive client support

Address client feedback and implement strategies to improve satisfaction and retention

Ensure deliverables align with client-specific goals and quality standards

Establish and track key performance metrics for the CXM team, ensuring alignment with organizational goals

Monitor and analyze KPIs such as client satisfaction scores, retention rates, and team utilization

Review and approve client reports to ensure accuracy and actionable insights

Optimize team performance through data-driven decision making and continuous improvement initiatives

Encourage and facilitate CXM attendance at client events and industry conferences to strengthen client relationships and represent the company

Drive thought leadership initiatives such as webinars, case studies, and industry presentations

Develop resources and training programs to ensure CXMs are equipped with the tools and skills needed to succeed

Stay current with digital marketing trends and agency best practices to guide team development

Qualification

Digital Marketing StrategyClient Relationship ManagementLeadership ExperienceData AnalysisCRM SystemsAnalytical MindsetTechnology ProficiencyProfessional Services ExperienceCommunication Skills