Client Experience & Growth Director

The Baldwin Group; Knoxville (TN); On-site; USD 85,000 - 130,000; Full time

Job summary

The Baldwin Group, an award-winning insurance brokerage, is seeking a Client Experience Leader to guide and develop a team delivering world-class service to clients across the U.S. and abroad.

You will lead client segmentation, enhance the client experience, and ensure retention while coaching team members and aligning with senior leadership on scalable processes and partner relationships.

Qualifications

• Maintains all licenses as required by the State Department of Insurance.
• Minimum 5 years of related experience in a service industry and in a leadership capacity.
• Experience with Agency Management System and/or CRM-related software.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Lead client segmentation strategies to ensure profitability and retention goals are met in a conducive and collaborative environment.
• Lead strategies to enhance the client experience and drive high client retention.
• Ensure efficiency in workflows and operational execution.
• Lead service team integration projects.
• Coach, mentor and develop team colleagues to build bench strength and morale.

Skills

Technical insurance knowledge

Leadership

Verbal and written communication

CRM software

Microsoft Office Suite

Education

Insurance license

Tools

Agency Management System

CRM software

Job description

The Baldwin Group, an award-winning insurance brokerage, is seeking a Client Experience Leader to guide and develop a team delivering world-class service to clients across the U.S. and abroad.

You will lead client segmentation, enhance the client experience, and ensure retention while coaching team members and aligning with senior leadership on scalable processes and partner relationships.