Head of Client Experience & Retention (Remote)

Market My Market; United States; Remoto; USD 180.000 - 260.000; Tempo pieno

Vantaggi offerti da questo lavoro

PTO

Health insurance (Day 1 eligibility)

401(k) eligibility

Descrizione del lavoro

Market My Market is seeking a Senior Director, Client Experience to lead the Client Experience department. You will shape strategy, set standards, and guide a team of two Directors, 11 Managers, and 7 Assistants while managing a select portfolio.

This fully remote role requires extensive experience in a fast-growing digital marketing agency, with focus on retention, client communication, and cross-functional partnership across SEO, Content, Paid, and BD.

Competenze

• Rapid-growth digital marketing agency experience required.
• SEO and digital marketing background.
• Local professional services client experience.
• Proven leadership with 10+ years in client-facing roles.
• Retention improvement track record.
• Strong analytical and tech-forward approach.

Mansioni

• Lead and coach a CX team of ~11 managers and 7 assistants.
• Set department scoreboards and inspect performance.
• Own department cadence: weekly KPI reviews and quarterly rocks.
• Develop next-gen CX leaders and growth plans.
• Represent CX on leadership team and coordinate with SEO, Content, Paid, Creative, BD.
• Maintain personal five-account portfolio with the same standards.
• Own messaging standards and ROI framing for clients.
• Define KPIs and proactively inspect data to drive improvements.

Conoscenze

Leadership

Retention strategy

Client relationship

Analytical

Communication

Ownership mindset

Strumenti

HubSpot

Zoom Revenue Accelerator

Claude

Replit

Call tracking

Descrizione del lavoro

Market My Market is seeking a Senior Director, Client Experience to lead the Client Experience department. You will shape strategy, set standards, and guide a team of two Directors, 11 Managers, and 7 Assistants while managing a select portfolio.

This fully remote role requires extensive experience in a fast-growing digital marketing agency, with focus on retention, client communication, and cross-functional partnership across SEO, Content, Paid, and BD.