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 stori