Client Engagement Specialist

Carriage Services•Houston, TX

16h•$70,000 - $75,000•Hybrid

About The Position

Client Engagement Specialist At Carriage Services , we are united by our purpose of creating premier experiences through innovation, empowered partnership, and elevated service. As a member of our team, you'll join a dynamic community dedicated to setting new standards in the Funeral and Cemetery profession. Join us on this exciting journey as we continue to shape the future of our industry. Carriage Services is an equal opportunity employer. The Client Engagement Specialist role is responsible for advancing the customer and family experience through a dual focus on data-driven strategy and meaningful field engagement. One core function of this position is to analyze customer experience data by leveraging analytics, research tools, surveys, and service insights to inform strategic decisions and guide the evolution of Premier Experience Standards and customer experience initiatives. Equally important, this role serves as a visible and trusted presence in the field, strengthening engagement with team members and leaders. Through training, coaching, and in-person connection, the Client Engagement Specialist helps field teams feel supported, valued, and appreciated, increasing receptivity to change and adoption of new strategies. By bridging insights into relationship building, this role ensures customer experience strategies are not only well-informed but successfully embraced and sustained across the organization.

Requirements

Bachelors degree in business, hospitality, communications, analytics, or a related field.
3+ years of experience in customer experience, hospitality, training, analytics, or related roles.
Strong analytical skills with the ability to interpret data and communicate insights effectively.
Willingness to travel and spend time in the field as needed.

Nice To Haves

Experience in hospitality, service-driven industries, or change management is a plus.

Responsibilities

Leverage analytics, research tools, surveys, shopper calls, and service audits to evaluate customer experience performance.
Identify trends, patterns, and opportunities that impact service quality and family satisfaction.
Translate data into clear, actionable insights for leadership and field teams.
Recommend data-driven strategies to improve service consistency and outcomes
Partner with leadership to ensure Premier Experience Standards are consistently understood and executed across all locations.
Monitor adherence to service expectations and identify opportunities for improvement
Support accountability by aligning service behaviors with measurable performance indicators
Design and deliver training programs aligned with Premier Experience Standards, both in-person and virtually.
Facilitate workshops, team huddles, and learning sessions to reinforce service excellence and skill development.
Customize training approaches based on performance data, field feedback, and observed service behaviors.
Provide hands-on coaching and feedback to managers and frontline team members.
Build strong, trusted relationships with field teams to support engagement and adoption of best practices.
Observe service interactions and reinforce expectations through real-time coaching and follow-up.
Support the rollout and implementation of Premier Experience initiatives, tools, and service-related projects.
Act as a liaison between strategy and execution to ensure initiatives are practical and sustainable.
Gather field feedback during implementations and refine recommendations as needed.