The Baldwin Group · 16 hours ago
Director of Client Experience, Commercial Risk - Insurance Advisory Solution, West Region
Tustin, California, US
Full-time
Hybrid
Mid, Senior Level
7+ years expThe Baldwin Group is an award-winning entrepreneur-led insurance brokerage firm specializing in Commercial Insurance and Risk Management. The Director of Client Experience is responsible for establishing strategies to enhance client service and retention, overseeing workflows, and leading a service team to ensure high standards of client satisfaction.
CreditEmployee BenefitsFinancial ServicesInsuranceRisk Management
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
Qualification
Required
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
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
License(s): Active
Experience with Agency Management System and/or other CRM-related software
Company
The Baldwin Group
The Baldwin Group is an advisory firm that delivers insurance, risk mitigation, and wealth management solutions for businesses. It is a sub-organization of The Baldwin Group.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.5BKey Investors
Gallatin Point Capital
2025-12-10Post Ipo Debt· $600M
2025-03-26Post Ipo Debt· $110M
2024-05-08Post Ipo Debt· $600M
Leadership Team
Jim Roche
President, The Baldwin Group and CEO, Underwriting, Capacity, & Technology Solutions
Richard Tallo
Chief Marketing Officer at The Baldwin Group
Recent News
Beinsure - Insurance, Reinsurance, InsurTech Insights
2026-01-14
2026-01-13
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