Client Experience Leader – Employee Benefits & Growth

The Baldwin Group; Knoxville (TN); On-site; USD 90,000 - 130,000; Full time

Job summary

The Baldwin Group seeks a Client Experience Leader to guide a service team delivering world-class client service in Commercial Insurance, Risk Management, Employee Benefits, and related areas. You will lead segmentation strategies, drive client retention, and coordinate cross-functional service initiatives.

Role requires strong leadership, superior communication, and a proven ability to coach colleagues while maintaining strong insurer partnerships and staying aligned with market updates.

Qualifications

• Maintains licenses as required to provide consultation in states where the firm operates.
• Strong leadership with experience in a service context.
• Excellent verbal and written communication.

Responsibilities

• Lead execution of client segmentation strategies to meet goals.
• Enhance the client experience and ensure high client retention.
• Oversee workflow efficiency and service team integration projects.
• Coach and develop team colleagues to build bench strength.
• Maintain strong insurer relationships and stay updated on market changes.

Skills

Client service leadership

Team mentorship

Communication skills

Workflow management

Microsoft Office

Tools

Agency Management System

CRM software

Job description

The Baldwin Group seeks a Client Experience Leader to guide a service team delivering world-class client service in Commercial Insurance, Risk Management, Employee Benefits, and related areas. You will lead segmentation strategies, drive client retention, and coordinate cross-functional service initiatives.

Role requires strong leadership, superior communication, and a proven ability to coach colleagues while maintaining strong insurer partnerships and staying aligned with market updates.