Director of Client Experience

Job Description

Job Description

Benefits:

• Health insurance
• Paid time off
• Training & development
• Vision insurance
• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Dental insurance
• Employee discounts

Location: Cresson, Texas (Greater Fort Worth Area)
Reports To: Integrator 

About Us  
Barnes Lawn Doctor Western Rim LLC is a locally owned, well-established lawn fertilization and pest control company proudly serving Fort Worth, Cresson, Granbury, Weatherford, Benbrook, Hurst, and the surrounding communities for more than 20 years. 

We are a Christian-led, people-first organization committed to excellence, integrity, and intentional service. We believe exceptional client experiences begin with exceptional people. That's why we invest heavily in leadership, training, systems, and culture. 

As we continue to grow, we're seeking an experienced leader to join our Executive Leadership Team as Director of Client Experience. This role is an opportunity to shape the client journey, develop high-performing teams, strengthen our culture, and help lead the next chapter of Barnes Lawn Doctor's growth. 

Our purpose is simple: 

• Serve others. 
• Serve each other. 
• Serve Him. 

These principles guide how we lead, coach, communicate, and make decisions every day. 

Position Summary  
The Director of Client Experience is responsible for leading every client-facing team at Barnes Lawn Doctor. 

This leader owns the complete client journey—from the first digital marketing impression through sales, onboarding, ongoing communication, retention, referrals, and long-term client loyalty. 

The ideal candidate is equally comfortable leading people, analyzing business performance, executing established operating systems, and leveraging technology to create an exceptional client experience while driving profitable growth. 

This is a leadership role focused on execution. Our systems, processes, and standards are already established. Your responsibility is to lead the people, ensure those systems are followed consistently, coach performance, and continuously monitor results. 

What You'll Lead  
You will provide leadership and strategic management for: 

• Sales 
• Customer Service Representatives 
• Digital Marketing 

You'll work closely with Operations and Executive Leadership to ensure every department delivers one consistent client experience. 

What You'll Do  
Lead People  

• Coach and develop a high-performing team 
• Hire and onboard exceptional talent 
• Conduct performance reviews and ongoing coaching 
• Build accountability through clear expectations 
• Develop future leaders within the department 
• Foster a positive, professional culture 

Drive Revenue Growth  

• Lead sales performance 
• Improve lead conversion 
• Monitor pipeline health 
• Forecast revenue 
• Increase average client value 
• Grow recurring services and upsell offerings 

Own the Client Experience  
You'll oversee every stage of the client journey, including: 

• Lead response 
• Scheduling 
• Sales consultations 
• Client communication 
• Service recovery 
• Client retention 
• Referral generation 
• Online reputation 

Your goal is simple:  
Deliver a consistent, professional experience that creates loyal clients for life. 

Lead Marketing  
You'll oversee the Digital Marketing Coordinator to ensure: 

• Qualified leads are consistently generated 
• Marketing campaigns are executed effectively 
• Marketing ROI is measured and reported 
• Brand standards remain consistent 
• Community engagement continues to grow 

Lead Through Data  
You'll own department reporting that helps leadership make informed business decisions, including: 

• Sales metrics 
• Marketing performance 
• Customer Service KPIs 
• Revenue trends 
• Client retention 
• Lead conversion 
• Department dashboards 

You'll identify trends early, recognize opportunities, and address performance gaps before they become larger issues. 

Manage Operating Systems  
Barnes Lawn Doctor operates on well-defined systems and processes. 
Rather than creating new systems, you'll ensure our existing operating systems are consistently executed across your department. 
Responsibilities include: 

• Ensuring alignment with EOS 
• Ensuring Standard Operating Procedures (SOPs) are consistently followed 
• Reinforcing established workflows 
• Maintaining department documentation 
• Supporting team training and onboarding 
• Coaching team members on process compliance 
• Monitoring process consistency and identifying opportunities for operational excellence 
• Partnering with Executive Leadership when process enhancements are identified 

Champion Technology  
Technology is an important part of how we serve clients and operate efficiently. 
You'll help ensure our team effectively utilizes: 

• CRM systems 
• Artificial Intelligence (AI) tools 
• Automation 
• Reporting dashboards 
• Existing technology platforms 

You'll also help drive the adoption of future technology initiatives introduced by Executive Leadership. 

What Success Looks Like  
Success in this role means: 

• Revenue goals are consistently achieved. 
• Sales, Customer Service, and Marketing operate as one unified team. 
• Every client receives a consistent, professional experience. 
• Team members are engaged, coached, and held accountable. 
• Department reporting drives informed business decisions. 
• Established systems are executed consistently. 
• Technology is utilized effectively. 
• Future leaders are developed from within the department. 

Who This Role Is Perfect For  
This role is ideal for a leader who enjoys coaching people, driving accountability, and executing proven systems. 
You find satisfaction in helping teams perform at a high level, using data to make decisions, creating consistency, and developing future leaders. You believe disciplined execution is what produces exceptional results. 
If you're looking for an opportunity to build a high-performing team, strengthen an already successful operation, and make a measurable impact through leadership, you'll thrive here.
If your passion is completely redesigning organizations or constantly reinventing processes, this role probably isn't the right fit. We're looking for someone who appreciates the value of established systems and enjoys leading people to execute them with excellence. 

What We're Looking For  
We're looking for someone who naturally combines leadership with operational discipline. 
The ideal candidate has experience in: 

• Leading and developing teams 
• Sales leadership 
• Customer experience 
• Business analytics 
• Revenue management 
• Marketing collaboration 
• Performance coaching 
• Technology adoption 
• Cross-functional collaboration 

You are someone who: 

• Lead with integrity and humility. 
• Develop people through coaching and accountability. 
• Make decisions using data rather than emotion. 
• Are highly organized and systems oriented. 
• Thrive in an environment with clear expectations and accountability. 
• Communicate professionally with both clients and team members. 
• Balance daily execution with long-term department performance. 

Preferred Qualifications  

• 7–10 years of progressive leadership experience managing client-facing teams 
• Experience leading both sales and customer service organizations 
• Strong analytical and reporting skills 
• Experience utilizing CRM platforms and business reporting tools 
• Experience leading established operational processes and driving accountability 

Compensation  
Salary: $90,000–$100,000 annually, based on leadership experience, qualifications, and demonstrated success leading client-facing teams. 

  Benefits  
Barnes Lawn Doctor is committed to investing in our team by offering a comprehensive benefits package, including: 

• Health insurance 
• Paid Time Off (PTO) 
• Retirement plan  
• Professional development opportunities 
• Leadership development and coaching 
• A people-first culture committed to long-term career growth 

Why Join Barnes Lawn Doctor?  
You'll join a leadership team committed to building a healthy, scalable business that invests in its people. 
At Barnes Lawn Doctor, we believe in: 

• Developing people 
• Investing in people 
• Clear expectations and accountability 
• Continuous improvement 
• Leveraging technology to work smarter 
• Delivering an exceptional experience for every client 

Ready to Lead the Next Chapter?  
If you're an experienced leader who is passionate about developing people, creating exceptional client experiences, and leading with integrity, we'd love to hear from you. 
Join a company where your leadership matters, your ideas are valued, and your work directly impacts the future of our organization. 

Apply today and help us continue serving others, serving each other, and serving Him.