Director of Client Experience, Commercial Risk - IAS Northeast

The Baldwin Group•Lower Gwynedd, PA

3d•Onsite

About The Position

The Director of Client Experience establishes the strategy and protocols for all aspects of client service and is responsible for execution of workflows, processes and best practices. This role is in a fast-paced multi-tasking environment and requires some travel.

Requirements

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
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Ability to learn any other appropriate program or software system used by the firm as necessary
Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture
Minimum 7 years of related experience in a service industry and in a leadership capacity
5+ years of experience in sales management
10+ years of experience in direct or outside sales, C2C/B2C preferred
Experience with Agency Management System and/or other CRM-related software.

Nice To Haves

Certification(s): None required; None preferred
License(s): None required; None preferred

Responsibilities

In partnership with the 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.