Director of Client Experience

About the Company: At Merkle Retirement Planning, we craft comprehensive retirement plans that go far beyond traditional investment advice. We guide families through every element of retirement—from social security elections and income strategies to tax savings, health care, Medicare decisions, and legacy planning. We believe that a retirement plan should be as unique as each family’s vision, so we customize our strategies to fit individual needs and circumstances. By working exclusively with those nearing or in retirement, we offer specialized, targeted solutions. Our collaborative, team-based approach ensures that we build strong, lasting relationships with our clients while delivering a seamless and personalized retirement experience.

About the Role:

The Director of Client Experience oversees the daily operations of our Client Experience Team. In this key role, you will act as the primary liaison for our Leadership Team and Retirement Planners, addressing processes, managing escalated requests, and resolving issues related to client experience. You will also lead, mentor, and develop individual team members while contributing to various functional duties within the team as needed.

Responsibilities:

• Lead and guide the Client Experience Team in their day-to-day duties and responsibilities.
• Provide direction and mentorship to team members to ensure they meet their performance goals and KPIs through monthly one-on-ones and weekly team meetings.
• Foster a positive and collaborative team environment.
• Serve as the main point of contact regarding client experience for the Leadership Team.
• Communicate effectively with the Leadership Team to ensure alignment with company objectives.
• Oversee and optimize Client Experience processes to ensure efficiency and quality.
• Identify training and development needs within the Client Experience Team.
• Implement training programs and provide coaching to team members for skill enhancement.
• Identify personnel needs within the team and collaborate with executive leadership and Human Resources on strategies to attract talent.
• Collaborate and communicate with team members when performance falls below expectations or KPIs are unmet.
• Develop coaching and performance improvement plans to help remedy errors and help team members get back on track.
• Perform functional duties as needed within the team's structure, including lobby management, handling complex prospect and client inquiries, resolving disputes, and ensuring prospect and client satisfaction across all facets of the department.
• Monitor key performance metrics for the Client Experience Team and provide regular reports to the Leadership Team on team performance and KPIs.
• Ensure that the team adheres to all relevant regulatory and compliance requirements.
• Conduct quality assurance checks to maintain high service standards.
• Contribute to the development of long-term strategies and goals for Client Experience.
• Provide input on resource allocation and budgeting for the team.
• Stay current with industry trends and technology advancements.
• Identify opportunities to leverage technology and automation for improved Client Experience processes and initiatives.
• Maintain accurate records of lead, prospect, and client interactions and any service-related data.

Qualifications: Candidates must have a bachelor's degree from an accredited institution.

Required Skills:

• Critical thinking with the ability to articulate alternatives
• Excellent interpersonal skills
• Superb written and verbal communication
• Innovative
• Organized
• Outcome-oriented
• Ability to influence and move people to action
• Understanding of the company's vision
• Able to prioritize
• Adaptable
• Self-reliant
• Detail-oriented