Director, Client Experience - Construction Practice

Baldwin Group Colleague•Fort Lauderdale, FL

15h

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.

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