Director of Client Experience
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Job Description
Director of Client Experience leading client engagement strategy at a global staffing company. Managing relationships from implementation to long-term retention and satisfaction.
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.
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.
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