Director, Client Experience - Construction Practice

The Baldwin Group•Fort Lauderdale, FL

About The Position

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. The Baldwin Group (previously Baldwin Risk Partners) is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since 2011, we’ve evolved from a local business into a national firm with a vast network of specializations serving two million clients across the country. At The Baldwin Group, we provide solutions so our clients can pursue what’s possible for themselves, their families, and their businesses. Whether renting a first apartment, opening a small business or taking a company public, we offer solutions to support clients at every step of their journey giving them peace of mind to pursue their purpose, passion, and dreams. We Protect the Possible. The Baldwin Group is an equal employment opportunity firm and strives to comply with all laws prohibiting discrimination based on race, color, religion, age, sex (including sexual orientation and gender identity), national origin or ancestry, disability, military status, marital status, and any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the firm are prohibited from engaging in this conduct.

Requirements

Minimum 7 years of related experience in a service industry and in a leadership capacity
5+ years of experience in sales management
10+ years’ experience in direct or outside sales, C2C/B2C preferred
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
Experience with Agency Management System and/or other CRM-related software.
Basic knowledge of Microsoft Office products and mobile device platforms and intermediate Excel skills.
Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture.

Responsibilities

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.
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