Client Experience Lead, Employee Benefits- Middle Market

The Baldwin Group; Chattanooga (TN); On-site; USD 95,000 - 130,000; Full time

Job summary

The Baldwin Group is seeking a Client Experience Leader to guide and grow a high-performing team delivering world-class service to current and prospective clients. You will mentor colleagues, develop scalable processes, and partner with leadership to achieve retention and profitability goals.

You will manage client relationships, oversee training on market updates, and drive strategic initiatives that align with the firm's culture and growth objectives.

Qualifications

• Maintains all licenses as required by the State Department of Insurance and provides solutions in states where the firm operates.
• 5+ years of leadership experience in a service industry.

Responsibilities

• Lead and mentor a team to deliver world-class client service across Commercial, Private, Employee Benefits and Risk Management offerings.
• Identify key performance metrics to drive growth, profitability, and innovation across the group.
• Ensure high client retention and efficient workflows; oversee partner relationships and training on market updates.
• Foster open communication and a positive culture while ensuring accountability and bench strength.

Skills

Insurance knowledge

Performance management

Strategic motivation

Communication skills

MS Office

Culture alignment

Education

State insurance licenses

Tools

CRM software

Agency Management System

Job description

The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.

The Client Experience Leader leads, mentors, coaches, hires, develops and evaluates a team of colleagues. They will ensure the delivery of world class service to all current and prospective clients. Responsible for identifying key performance measurables and metrics that ultimately contribute to the overall growth, profitability and innovation of the group. Will work to ensure that measures put into place are scalable and consistent across areas of business.

Primary Responsibilities

• In partnership with senior leadership, leads the execution of client segmentation strategy to ensure that overall business goals, profitability and retention goals are met in a conducive and collaborative environment.
• Lead execution of strategies to enhance the client experience.
• Responsible for achieving and maintaining high client retention.
• Ensure efficiency in workflows and operational execution.
• Lead service team integration projects.
• Manage insurance company partner relationships including team meetings, and coordinating training for important market updates.
• Effectively coaches, mentors and manages and assists in the professional development of team colleagues to develop bench strength.
• Helps create an environment where open communication is encouraged, and morale is high.
• Possesses day-to-day oversight, direction and accountability of team colleagues.

Knowledge, Skills & Abilities

• Has a high level of technical insurance knowledge.
• Can manage his/her performance, adhering to established workflows and processes, along with that of team colleagues.
• Develops effective strategies and tactics and creates positive motivation for team colleagues to achieve vision.
• Is organized and possesses excellent verbal and written communication skills. Working knowledge of appropriate software.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Ability to learn any other appropriate program or software system used by the firm as necessary.
• Must demonstrate core values, exuding behavior aligned with the firm’s culture.

Education & Experience

Maintains all licenses as required by the State Department of Insurance to provide consultation and solutions in states where the firm functions. Minimum 5 years of related experience in a service industry and in a leadership capacity Experience with Agency Management System and/or other CRM-related software.

IMPORTANT NOTICE: This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.

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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.