Director of Client Experience

Rockstar

10h

About The Position

The Director of Client Experience is the heartbeat of the client engagement strategy. This role oversees the entire post-sale experience - from implementation and onboarding through long-term relationship management - serving as the client’s advocate and strategic partner. The professional will work cross-functionally with Sales, Implementation, Recruitment, and Global Operations to ensure that every client touchpoint reflects values of excellence, reliability, and partnership. This is a leadership role that blends strategy, service delivery, and relationship management, with a focus on retention, satisfaction, and expansion.

Requirements

Bachelor’s degree in Business, Communications, or a related field (MBA preferred).
5 + years of progressive experience in Client Experience, Customer Success, or Account Management, ideally within remote staffing, outsourcing, or global BPO environments.
Proven success in building client engagement frameworks that improve retention and satisfaction.
Proven ability to drive collaboration and deliver complex programs of change across multiple departments
Deep understanding of remote workforce dynamics, SLAs, and global service delivery operations.
Data-driven decision-maker with strong analytical, communication, and leadership skills.
Strong stakeholder management skills
Empathetic and strategic leader who thrives in fast-paced, client-centric environments.

Responsibilities

Lead the end-to-end client experience journey, from initial implementation through long-term relationship management (6 months +).
Act as the voice of the client, ensuring expectations are met and exceeded through proactive engagement, communication, and follow-through.
Collaborate with global delivery teams to ensure timely execution, quality service, and alignment with client priorities.
Design and manage a structured Client Engagement Framework, including onboarding milestones, check-ins, and quarterly business reviews (QBRs).
Partner with Sales, Implementation, and Operations to ensure seamless client handoffs and consistent service excellence across all regions.
Identify and address challenges early, maintaining strong partnerships and preventing service gaps.
Develop, mentor, and lead a high-performing team of Client Experience Managers focused on engagement, retention, and relationship growth.
Build and maintain performance dashboards to track client satisfaction (CSAT, NPS), retention, and renewal rates.
Collaborate with Marketing and Communications to highlight client success stories and promote global capabilities.
Drive a “Client-First Mindset” across all teams, creating a culture of accountability, responsiveness, and empathy.