The Director of Client Experiences establishes the strategy and protocols for all aspects of client service and is responsible for execution of workflows, processes and best practices.
Principal Responsibilities:
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In partnership with the PRM 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.
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Establishes and leads execution of strategies to enhance the client experience
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Responsible for achieving and maintaining high client retention
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Ensure efficiency in workflows and operational execution
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Leads service team integration projects
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Manage insurance company partner relationships including team meetings, and coordinating training for important market updates
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Effectively coaches, mentors and manages and assists in the professional development of team colleagues to develop bench strength.
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Creates an environment where open communication is encouraged, and morale is high.
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Possesses day-to-day oversight, direction, and accountability of team colleagues.
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Performs annual and ongoing performance reviews for team colleagues, and is responsible for colleague onboarding and termination decisions
Education, Experience, Skills and Abilities Requirements:
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Minimum 7 years of related experience in a service industry and in a leadership capacity5+ years of experience in sales management10+ years’ experience in direct or outside sales, C2C/B2C preferred
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Exceptional written, verbal, and interpersonal communication skills
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Ability to measure and analyze key performance indicators
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Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
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Experience with Agency Management System and/or other CRM-related software.
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Basic knowledge of Microsoft Office products and mobile device platforms and intermediate Excel skills.
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Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture.
Special Working Conditions:
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Fast paced, multi-tasking environment
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Some travel required
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