Director, Client Experience (Director, CX)

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, ensuring alignment with organizational goals
• Monitor and analyze KPIs such as client satisfaction scores, retention rates, and team utilization
• Review and approve client reports to ensure accuracy and actionable insights
• Optimize team performance through data-driven decision making and continuous improvement initiatives

Professional Development & Industry Engagement

• Encourage and facilitate CXM attendance at client events and industry conferences to strengthen client relationships and represent the company
• Drive thought leadership initiatives such as webinars, case studies, and industry presentations
• Develop resources and training programs to ensure CXMs are equipped with the tools and skills needed to succeed
• Stay current with digital marketing trends and agency best practices to guide team development

Requirements

• Agency Experience Required: Minimum 5-7 years of experience in digital marketing agency environment with proven track record in client relationship management
• Digital Marketing Strategy Expertise: Comprehensive understanding of digital marketing strategies, campaign optimization, and performance measurement
• Professional Services Experience Preferred: Experience working with professional services clients, particularly legal, dental, and medical practices is a significant plus
• Leadership Experience: Proven ability to manage, develop, and scale high-performing teams
• Communication Skills: Exceptional ability to present complex information in clear, compelling formats to diverse audiences
• Analytical Mindset: Strong data analysis capabilities with experience in performance tracking and ROI optimization
• Technology Proficiency: Experience with CRM systems, especially hubspot, automation tools, and emerging AI technologies in marketing applications

Compensation

• Base Salary: $90,000 - $110,000
• PTO: Executive Level 2.75 weeks of PTO
• Sick Time: 40 hours of sick time per year
• Mental Health Day: 8 hours of mental health time per quarter
• Bonus: Performance-contingent bonus structure
• Benefits including health insurance (Day 1 eligibility) and 401(k) eligibility after one year

Location

This position is fully remote and we are only hiring candidates located in the following states:

• Alabama

• California

• Colorado

• Florida

• Illinois

• Iowa

• North Carolina

• New Jersey

• Nevada

• New York

• Maryland

• South Carolina

• Texas

• Virginia

Our Core Values

• Do What You Say
• Be Honest and Transparent
• Proactive, Not Reactive
• Be Thought-Leading
• Instill Trust Through Consistent Accountability
• Always Do Better, Always Be Better
• Do the Right Thing for Clients and MMM

About Market My Market

Market My Market specializes in tailored marketing solutions for law firms, medical and dental offices. Our mission is to deliver measurable results while fostering team growth, accountability, and innovation. We prioritize a culture of collaboration, transparency, and continuous improvement.