What are the responsibilities and job description for the Client Experience Director (Hybrid) position at Güd Marketing, Inc.?
Position Title: Client Experience Director (Hybrid)
Company Name: Güd Marketing
Compensation: $90,000-$115,000
FSLA/Position Type: Full-Time Exempt (Salary)
Reports to: Integrator
Position Description:
This is a hybrid position; office located in Lansing, Michigan.
The Client Experience Director (CED) is a blend of strong leadership, exceptional communication skills, a deep understanding of client needs, strategic thinking ability, problem-solving aptitude, and a client-centric approach. The CED ensures not only high client satisfaction but also fostering long-term, mutually beneficial relationships by proactively managing relationships and anticipating client concerns while maintaining a strong focus on delivering high-quality service consistently.
The CED is a dynamic personality that proactively pursues connections in client and/or potential client and partner spaces outside of the agency setting – conferences, attendance at large press events, etc. Their openness and ability to actively participate in area networking and professional spaces including boards, groups, etc. is critical to the success of this role.
This professional has exceptional follow-through on agency priorities including strategizing, prioritizing and delegating work to achieve agency goals and is responsible for ensuring that a company's interactions with its customers are positive and lead to customer loyalty. The role involves developing, implementing, and overseeing strategies that enhance customer satisfaction and ultimately, drive business growth.
Key Responsibilities
- Leadership, Management and Accountability (LMA)
- Lead and manage team members by providing consistent feedback, training and supporting growth opportunities
- Coach and mentor team members to enhance their client service skills and career growth
- Motivate and empower the team to deliver best-in-class service
- Provide clear direction and foster a collaborative environment
- Client Satisfaction
- Develop trusted advisor relationships with key accounts, customer stakeholders
- Plan and strategize at a senior level, including collaborating with agency and client-facing senior leadership
- Develop and implement customer experience strategies
- Collaborate effectively with internal teams, including sales, delivery and operations, to ensure seamless client experience
- Ability to identify issues quickly, analyze situations, and effectively resolve client challenges with creative solutions
- Client Retention
- Develop benchmarking and track client life cycles within agency
- Use data and analytics to drive initiatives that enhance customer loyalty including surveys, interviews, reviews, etc.
- Identify and track key performance indicators (KPIs) to measure client satisfaction and identify areas for improvement
- Client Growth
- Inspire and direct experience team to deliver on strategies that drive client growth
- Participate in client presentations as needed
- Client fit and budget oversight
- New Business Support
- Act as an expert consultant for new business initiatives
- Contribute to new client acquisition by identifying potential opportunities
- Participate in new business activities including proposals and pitch presentations as needed
- Utilize network to help drive business growth
Skills
- Possesses a deep understanding of the marketing industry
- Ability to work in a fast-paced, solution-oriented environment through flexibility, resilience and a positive outlook
- Articulates complex information clearly, actively listens to clients, and effectively conveys updates and solutions both verbally and in writing
- Can analyze client needs and develop tailored strategies to achieve desired outcomes
- Can quickly adjust to changing client needs and internal priorities
- Demonstrated understanding of client service practice strategies
- A keen eye for analyzing client behavior
- Business focused, customer-centric mindset
Qualifications
- 15 years of experience, including 5 years of supervisory experience
- Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
- Agency experience preferred
- Knowledge of government contracts a plus
Benefits:
- Hybrid work schedule
- Up to 144 hours of PTO during the first year
- 9 paid holidays
- Professional development fund
- 401(k) matching
- Medical and vision insurance (100% coverage for employees, with options for dependent coverage)
- Company-funded employee dental insurance
- Generous profit sharing
- Flexible and Health Spending Accounts
About Güd Marketing
Güd Marketing is a comprehensive and integrated marketing firm. Established in 1978, we are one of the oldest and largest marketing agencies in Mid-Michigan, serving the Midwest and beyond. The team at Güd Marketing is curious, driven and caring. We celebrate differences, do the right thing and embrace a can-do attitude.
Through research and diversity of thought, we create insightful strategies designed to enhance the communications goals of the organizations we serve. We distill this information into compelling messages that educate, inspire and move people to create strong, safe, healthy and welcoming communities. To learn more, visit www.GudMarketing.com.
Güd Marketing embraces diversity in all its forms and prides itself on creating a fully inclusive and welcoming environment for our team. We strongly encourage minorities, women, LGBTQ persons and those with disabilities to apply.
Güd Marketing Equal Employment Opportunity (EEO) Statement:
Güd Marketing provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender identity, national origin, age, disability, sexual orientation or veteran status. In addition to federal law requirements, Güd Marketing complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfers, leaves of absence, compensation and/or training.
Salary : $90,000 - $115,000