Director, Client Experience

• Team Leadership & Development: Manage, coach, and develop a team of CXMs to deliver exceptional client experiences and achieve business goals
• Value Communication & ROI Demonstration: Lead initiatives to improve the team's ability to communicate clear ROI and value metrics to clients
• Portfolio Oversight & Strategic Growth: Monitor the health of CXM-managed client portfolios, ensuring client satisfaction and retention
• Automation & AI Integration: Champion the adoption of innovative automation tools and AI-driven solutions within the CXM team
• Internal Knowledge Base & Self-Sufficiency: Spearhead the rollout and adoption of internal knowledge base (IKB) systems
• Client Engagement & Collaboration: Act as an escalation point for client concerns, resolving issues promptly and effectively
• Performance Tracking & Reporting: Establish and track key performance metrics for the CXM team
• Professional Development & Industry Engagement: Encourage and facilitate CXM attendance at client events and industry conferences

• Agency Experience Required: Minimum 5-7 years of experience in digital marketing agency environment with proven track record in client relationship management
• Digital Marketing Strategy Expertise: Comprehensive understanding of digital marketing strategies, campaign optimization, and performance measurement
• Professional Services Experience Preferred: Experience working with professional services clients, particularly legal, dental, and medical practices is a significant plus
• Leadership Experience: Proven ability to manage, develop, and scale high-performing teams
• Communication Skills: Exceptional ability to present complex information in clear, compelling formats to diverse audiences
• Analytical Mindset: Strong data analysis capabilities with experience in performance tracking and ROI optimization
• Technology Proficiency: Experience with CRM systems, especially hubspot, automation tools, and emerging AI technologies in marketing applications

Professional Services Experience Preferred: Experience working with professional services clients, particularly legal, dental, and medical practices is a significant plus

• PTO: Executive Level 2.75 weeks of PTO
• Sick Time: 40 hours of sick time per year
• Mental Health Day: 8 hours of mental health time per quarter
• Bonus: Performance-contingent bonus structure
• Health insurance (Day 1 eligibility)
• 401(k) eligibility after one year