Senior Director, Client Experience - Remote Leadership

Market My Market; Charlotte (NC); Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

PTO

Health insurance (Day 1)

401(k) eligibility after one year

Job summary

Market My Market is seeking a Senior Director, Client Experience to lead the Client Experience department and set a high-performance tone across a growing digital marketing agency. You will manage a portfolio of select accounts while shaping strategy, processes, and metrics that drive retention and value for 320+ clients.

You will report to the CEO, sit on the leadership team, and build scalable playbooks, dashboards, and people development plans for Directors and Managers across the function.

Qualifications

• 10+ years in client-facing leadership roles.
• Experience running a client-facing org in a fast-growing agency.
• Fluent in SEO-led digital marketing and integrated offerings.

Responsibilities

• Lead and coach Client Experience Managers and Assistants, with ~11 managers and 7 assistants.
• Set expectations, scoreboards, and inspect performance across the department.
• Own department operating cadence: weekly KPI reviews and quarterly rocks.
• Develop the next generation of CX leaders and growth plans for directors/managers.
• Represent CX on the leadership team and partner with SEO, Content, Paid, Creative, and BD.

Skills

Leadership

Client Experience

Digital marketing agency

SEO

Analytics

Tools

HubSpot

Zoom Revenue Accelerator

Claude

Replit

Internal apps

Job description

Market My Market is seeking a Senior Director, Client Experience to lead the Client Experience department and set a high-performance tone across a growing digital marketing agency. You will manage a portfolio of select accounts while shaping strategy, processes, and metrics that drive retention and value for 320+ clients.

You will report to the CEO, sit on the leadership team, and build scalable playbooks, dashboards, and people development plans for Directors and Managers across the function.