Director, Client Experience (Director, CX)

Market My Market•Charlotte, NC

10d•$90,000 - $110,000•Remote

About The Position

The Director, Client Experience (Director, CX) leads a team of 4–6 Client Experience Managers (CXMs), ensuring high-quality account management and strategic client engagement. The role drives client satisfaction, retention, and revenue growth through portfolio management and team leadership. In collaboration with the other Director, CX and leadership team members, the Director aligns client experience initiatives with company objectives and addresses gaps in value communication, automation adoption, and internal knowledge sharing. The position reports to the CEO. The Director develops CXMs, oversees their client portfolios, strengthens how the team communicates client ROI, and expands adoption of automation and AI. The role also builds internal knowledge resources and training, serves as an escalation point for client concerns, monitors team and portfolio performance, and supports professional development and industry engagement. This is a fully remote role available only to candidates located in Alabama, California, Colorado, Florida, Illinois, Iowa, North Carolina, New Jersey, Nevada, New York, Maryland, South Carolina, Texas, or Virginia. The base salary is $90,000–$110,000, with a performance-contingent bonus. The position includes executive-level PTO of 2.75 weeks, 40 hours of sick time per year, 8 hours of mental health time per quarter, health insurance eligibility beginning on day one, and 401(k) eligibility after one year.

Requirements

Minimum 5–7 years of experience in a digital marketing agency environment, with a proven track record in client relationship management.
Comprehensive understanding of digital marketing strategies, campaign optimization, and performance measurement.
Proven ability to manage, develop, and scale high-performing teams.
Exceptional ability to present complex information clearly and compellingly to diverse audiences.
Strong data analysis capabilities and experience with performance tracking and ROI optimization.
Experience with CRM systems, especially HubSpot, automation tools, and emerging AI technologies in marketing applications.

Nice To Haves

Experience working with professional services clients, particularly legal, dental, and medical practices.

Responsibilities

Manage, coach, and develop a team of CXMs to deliver exceptional client experiences and achieve business goals.
Provide mentorship and career development opportunities to CXM team members.
Hold team members accountable to established KPIs and maintain high performance standards.
Develop systems that improve team scalability and support management of larger client portfolios.
Improve the team's ability to communicate client ROI and value metrics beyond traditional performance indicators.
Develop standardized frameworks for communicating campaign impact, cost savings, and business growth outcomes.
Train CXMs to use comprehensive metrics, data-driven insights, and client-specific success stories to demonstrate value.
Create client-facing materials that translate digital marketing results into tangible business value.
Monitor the health of CXM-managed portfolios of 20–40 clients each to support client satisfaction and retention.
Drive upsell opportunities and contract renewals to contribute to revenue growth.
Track client NPS, retention rates, and portfolio growth across CXM-managed accounts.
Optimize client acquisition costs by improving the ROI of client experience efforts.
Champion automation tools and AI-driven solutions within the CXM team.
Implement AI applications such as predictive analytics, automated client communications, and performance optimization.
Integrate automation frameworks to streamline client management and improve team efficiency.
Ensure CXMs have tools to enhance client service delivery and reduce manual workloads.
Lead rollout and adoption of internal knowledge base systems to reduce dependence on other departments for routine questions.
Develop training programs that empower CXMs to find answers independently and become subject matter experts.
Create processes that encourage CXMs to solve problems internally before seeking external assistance.
Establish clear escalation paths while promoting self-reliance and continuous learning.
Act as an escalation point for client concerns and resolve issues promptly and effectively.
Collaborate with the Director, Client Experience and Client Success Lead to streamline support between CSMs and CXMs.
Address client feedback and implement strategies to improve satisfaction and retention.
Ensure deliverables align with client-specific goals and quality standards.
Establish and track CXM team performance metrics aligned with organizational goals.
Monitor and analyze client satisfaction, retention, and team utilization KPIs.
Review and approve client reports for accuracy and actionable insights.
Improve team performance through data-driven decisions and continuous improvement initiatives.
Encourage and facilitate CXM participation in client events and industry conferences.
Drive thought leadership initiatives, including webinars, case studies, and industry presentations.
Develop resources and training programs to equip CXMs with the tools and skills needed to succeed.
Stay current with digital marketing trends and agency best practices to guide team development.