Senior Director, Client Experience

Senior Director, Client Experience About the Role Market My Market is looking for a Senior Director, Client Experience to own the Client Experience department. Today that department serves more than 320 clients and is made up of two Directors, Client Experience, roughly 11 Client Experience Managers, and 7 Client Success Assistants. This is the leader our two Directors report to, and the person the whole department looks to for direction, standards, and accountability. This is a leadership seat first. It is built for someone who has already run a client-facing organization inside a fast-growing digital marketing agency, who knows what it takes to keep clients for years, and who can set the tone for how an entire department communicates, inspects its own work, and gets ahead of problems before clients feel them. You will also keep your feet wet by managing a small portfolio of approximately five accounts of your own, so you are living the same client conversations, reports, and results your team is accountable for. You will own retention, the client messaging standard, and the department's operating rhythm. You will look at the KPIs every week, ask the questions no one else is asking, and teach your directors and their teams to do the same. When something is off, you will propose the fix, not just flag the issue. The Senior Director, Client Experience reports to the CEO and sits on the leadership team. What You Will Own Department Leadership & Accountability Lead, coach, a