Client Communications Director

Sedgwick•Telecommuter FL, IA

2d•Onsite

About The Position

The Director Client Communications leads the strategy and execution of Sedgwick's client communications, including virtual client events, client newsletters, and the client services newsroom. As a member of the Global Communication team in Marketing, this role ensures clients and the colleagues who support them receive clear, timely, accurate, and relatable information that builds trust and strengthens engagement. The Director captures the voice of the customer across client touchpoints and applies analytical rigor and marketing acumen to translate insights into content, communications strategy, and recommendations that support client engagement, satisfaction, retention, and growth.

Requirements

Bachelor's degree in communications, public relations, journalism, English, marketing, business, or a related field from an accredited college or university preferred. Equivalent combination of education and relevant work experience will be considered.
Ten (10) plus years of progressive experience in client, customer, corporate, or marketing communications, or an equivalent combination of education and experience, required.
Experience within insurance, third-party administration, professional services, or another client-service-intensive industry preferred.
Demonstrated experience managing moderately to highly complex projects in a matrixed environment required.
Experience partnering with and advising executives and senior leaders required.
Experience leading client-specific communications, newsletters, webinars, briefings, or events required.
Deep knowledge of client, customer, corporate, and marketing communications principles and practices.
Strong understanding of voice-of-the-customer principles and the ability to translate complex information into clear, relatable client communications.
Strong marketing acumen, including knowledge of audience segmentation, campaign strategy, messaging, targeting, and content marketing principles.
Strong analytical and interpretive skills, with demonstrated ability to convert client feedback and engagement information into actionable recommendations.
Proven ability to plan and execute virtual client events, webinars, briefings, newsletters, and other recurring communications.
Excellent project management and organizational skills, including the ability to manage multiple complex, cross-functional initiatives, priorities, and deadlines.
Excellent oral and written communication skills, including presentation, writing, editing, facilitation, and executive consultation capabilities.
Ability to build trust, advise senior leaders, influence stakeholders, and work effectively across a matrixed organization without direct authority.
Sound judgment and discretion regarding content governance, accuracy, approvals, confidentiality, risk, and escalation.
PC and AI literate, including Microsoft Office products and relevant content, newsletter, event, marketing, survey, and analytics platforms.
Ability to meet or exceed performance competencies.

Nice To Haves

Experience with survey, feedback, engagement analytics, reporting, and content management tools preferred.

Responsibilities

Leads Sedgwick's client communications strategy and ensures messaging is consistent, clear, aligned with client needs, and reflective of the Sedgwick brand.
Champions the voice of the customer by translating complex claims, service, and operational information into client-facing content that is understandable, relevant, and useful.
Owns the content calendar and production of client newsletters and other recurring client communications, using client feedback and engagement data to refine topics, formats, channels, and cadence.
Partners with communications leadership and senior business leaders to identify client communication needs, priorities, risks, and opportunities across the client lifecycle.
Owns the planning, content development, and execution of virtual client events, webinars, briefings, and related post-event communications.
Partners with subject matter experts and senior leaders to develop event content, speaking materials, presentations, and supporting communications for client audiences.
Manages the client services newsroom and coordinates with Claims, Operations, Legal, Client Services, Marketing, and other business units to source, review, and publish accurate and timely content.
Establishes and implements governance, editorial, approval, and quality standards for newsroom and event content.
Captures the voice of the customer through virtual client events, newsletters, surveys, and other client touchpoints.
Analyzes feedback, attendance, engagement, and content performance information to identify trends, needs, opportunities, and gaps.
Translates findings into actionable recommendations that shape future client communications, events, campaigns, and marketing investment.
Develops reporting for leadership regarding the reach, effectiveness, and business impact of client communications and events.
Partners with Marketing Strategists to identify relevant market trends and growth opportunities and incorporate those insights into client communications and campaigns.
Collaborates with Marketing Strategists, Sales, and Client Services on integrated client campaigns and applies engagement information to strengthen segmentation, messaging, targeting, and content relevance.
Manages moderately complex communications projects involving multiple workstreams and stakeholders in a matrixed environment, keeping deliverables on schedule and within established budgets.
Builds effective working relationships across Global Communications, Marketing, Claims Operations, Client Services, Sales, Legal, and other business functions.
Monitors client communication trends and practices within the insurance and third-party administration marketplace to support a current and competitive approach.
Provides consultation and informed recommendations to management regarding client communications, content governance, event strategy, and client engagement.