Client Experience Leader, Employee Benefits-Middle Market

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 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.

#LI-NS1

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.