Director of Client Experience, Commercial Risk

Jobtailor; Philadelphia (Philadelphia County); On-site; USD 120,000 - 160,000; Full time

Job summary

Jobtailor, a Philadelphia-based service industry leader, seeks a senior leader to drive client segmentation strategy with the Managing Director, elevate client experience, and achieve high retention.

You will oversee daily operations, lead service team integration projects, coach staff, manage partner relationships, and ensure efficient performance reviews and onboarding with emphasis on open communication and morale.

Qualifications

• Minimum 7 years of related experience in a service industry and in a leadership capacity.
• 5+ years of experience in sales management.
• 10+ years of experience in direct or outside sales.
• C2C/B2C preferred.
• Exceptional written, verbal, and interpersonal communication skills.
• Ability to measure and analyze key performance indicators.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Ability to learn other appropriate programs or software systems used by the firm.
• Experience with Agency Management System and/or other CRM-related software.
• Some travel required.

Responsibilities

• Establish and lead the execution of client segmentation strategy in partnership with the Managing Director
• Establish and lead strategies to enhance the client experience
• Achieve and maintain high client retention
• Ensure efficiency in workflows and operational execution
• Lead service team integration projects
• Manage insurance company partner relationships, team meetings, and training coordination for market updates
• Coach, mentor, manage, and support the professional development of team colleagues
• Create an environment encouraging open communication and high morale
• Provide day-to-day oversight, direction, and accountability for team colleagues
• Perform annual and ongoing performance reviews
• Manage colleague onboarding and termination decisions

Skills

Sales Management

Leadership

Client Relations

Performance Analysis

Team Development

Communication

Problem Solving

Microsoft Office

CRM Systems

Travel

Tools

CRM Software

Agency Management System

Microsoft Office Suite

Job description

• Establish and lead the execution of client segmentation strategy in partnership with the Managing Director
• Establish and lead strategies to enhance the client experience
• Achieve and maintain high client retention
• Ensure efficiency in workflows and operational execution
• Lead service team integration projects
• Manage insurance company partner relationships, team meetings, and training coordination for market updates
• Coach, mentor, manage, and support the professional development of team colleagues
• Create an environment encouraging open communication and high morale
• Provide day-to-day oversight, direction, and accountability for team colleagues
• Perform annual and ongoing performance reviews
• Manage colleague onboarding and termination decisions

Requirements

• Minimum 7 years of related experience in a service industry and in a leadership capacity
• 5+ years of experience in sales management
• 10+ years of experience in direct or outside sales
• C2C/B2C preferred
• Exceptional written, verbal, and interpersonal communication skills
• Ability to measure and analyze key performance indicators
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Ability to learn other appropriate programs or software systems used by the firm
• Experience with Agency Management System and/or other CRM-related software
• Some travel required

Core Competencies

Demonstrates strong leadership in client segmentation strategy and service team integration, with a focus on enhancing client experience and achieving high retention rates. Proficient in performance management, team development, and operational efficiency within the service industry.

Highest-signal resume keywords

• Client Segmentation Strategy
• Sales Management
• Performance Analysis
• Team Leadership
• Agency Management System

Hard Skills

• Client Retention
• Sales Experience
• Performance Review
• Problem Solving
• Key Performance Indicators

Soft Skills

• Communication Skills
• Coaching
• Mentoring
• Team Support
• Open Communication

Industry Keywords

• Service Industry
• C2C
• B2C
• Operational Execution

Tools & Technologies

• Microsoft Office Suite
• CRM Software
• Agency Management System