Director, Client Experience (Director, CX)

About the Role

The Director, Client Experience (Director, CX) leads 4-6 Client Experience Managers (CXMs), ensuring high-quality account management and strategic client engagement. This role focuses on driving client satisfaction, retention, and revenue growth through effective portfolio management and team leadership. The Director, CX collaborates with the other Director, CX and leadership team members to align client experience initiatives with company objectives while addressing critical gaps in value communication, automation adoption, and internal knowledge sharing. Director, CX reports to the CEO.

Key Responsibilities

Team Leadership & Development

• 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 teammates accountable to established KPIs and maintain high standards of performance
• Develop systems to enhance team scalability and manage larger client portfolios effectively

Value Communication & ROI Demonstration

• Lead initiatives to improve the team's ability to communicate clear ROI and value metrics to clients beyond traditional performance indicators
• Develop standardized frameworks for conveying campaign impact, cost savings, and business growth outcomes
• Train CXMs on utilizing comprehensive metrics to demonstrate value through data-driven insights and client-specific success stories
• Create client-facing materials that effectively translate complex digital marketing results into tangible business value

Portfolio Oversight & Strategic Growth

• Monitor the health of CXM-managed client portfolios (20-40 clients each), ensuring client satisfaction and retention
• Drive upsell opportunities and ensure contract renewals, contributing to overall revenue growth
• Track performance metrics including client NPS (Net Promoter Score), retention rates, and portfolio growth across all CXM-managed accounts
• Optimize client acquisition costs by improving the ROI of client experience efforts

Automation & AI Integration

• Champion the adoption of innovative automation tools and AI-driven solutions within the CXM team
• Lead efforts to implement meaningful AI applications beyond basic reporting, including predictive analytics, automated client communications, and performance optimization
• Drive the integration of automation frameworks to streamline client management processes and improve team efficiency
• Ensure CXMs are equipped with cutting-edge tools to enhance client service delivery and reduce manual workloads

Internal Knowledge Base & Self-Sufficiency

• Spearhead the rollout and adoption of internal knowledge base (IKB) systems to reduce dependency on other departments for routine questions
• Develop comprehensive training programs that empower CXMs to find answers independently and become subject matter experts
• Create processes that instill a proactive mindset, encouraging team members to solve problems internally before seeking external assistance
• Establish clear escalation paths while promoting self-reliance and continuous learning within the team

Client Engagement & Collaboration

• Act as an escalation point for client concerns, resolving issues promptly and effectively
• Work closely with the Director, Client Experience and Client Success Lead to streamline collaboration between CSMs and CXMs, ensuring cohesive client support
• Address client feedback and implement strategies to improve satisfaction and retention
• Ensure deliverables align with client-specific goals and quality standards

Performance Tracking & Reporting

• Establish and track key performance metrics for the CXM team, ensurin