Client Experience Director: Strategy, Retention & Growth

Venbrook; California (MO); On-site; USD 140,000 - 180,000; Full time

Job summary

Venbrook seeks a Director of Client Experience to set strategy for client engagement and service delivery across the TPA portfolio. You will lead a high-performing team, partner with clients, brokers, carriers, and internal executives, and ensure programs align with contracts and renewals.

You will own end-to-end client service delivery for TPA claims programs, drive improvements, monitor performance metrics, and present executive reports. Travel may be required as needed.

Qualifications

• Minimum of 8 years in client services, account management, or related field within TPA/insurance.
• Experience leading client-facing teams and managing complex relationships with brokers, carriers, and clients.
• Strong knowledge of TPA operations, claims administration, and executive reporting.

Responsibilities

• Lead a high-performing Client Experience team with clear expectations and accountability.
• Serve as relationship leader for clients, brokers, carriers, and stakeholders, aligning priorities and contracts.
• Own end-to-end client service delivery for TPA claims programs, including renewals, implementations, and reporting.

Skills

Client experience

Leadership

Executive communication

Stakeholder management

Strategic planning

TPA knowledge

Data-driven decisions

Renewals & retention

Contract management

Cross-functional collaboration

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Claims management platforms

RMIS

Microsoft Office

Job description

Venbrook seeks a Director of Client Experience to set strategy for client engagement and service delivery across the TPA portfolio. You will lead a high-performing team, partner with clients, brokers, carriers, and internal executives, and ensure programs align with contracts and renewals.

You will own end-to-end client service delivery for TPA claims programs, drive improvements, monitor performance metrics, and present executive reports. Travel may be required as needed.