Client Experience Director

4 weeks ago

Fort Worth, Texas, United States FPG Full time
Job Description

At FPG, we're committed to delivering exceptional client experiences that drive business growth and success. As our Client Experience Director, you'll play a critical role in shaping and managing the client journey, ensuring seamless interactions from onboarding to ongoing engagement.

Key Responsibilities:

  • Lead Client Engagement: Oversee the Client Experience Coordinator, ensuring effective communication and client support during onboarding and event logistics.
  • Plan Large-Scale Events: Manage the planning and execution of large-scale events, such as seminars, training programs, and workshops, ensuring they meet client expectations.
  • Coordinate Event Logistics: Oversee all logistical aspects, including sending invites, scheduling, and preparing training materials to ensure smooth event operations.
  • Stakeholder Liaison: Collaborate with clients, internal teams, vendors, and other stakeholders to facilitate seamless communication and coordination of event details.
  • Ensure Timely Event Execution: Monitor event timelines closely, ensuring strict adherence to deadlines and proactive scheduling management.
  • Support Cross-Department Collaboration: Work with Recruiting, Training, and other departments to align efforts and ensure a cohesive approach to client experiences.
  • Problem Solving: Quickly identify and resolve any issues that arise during events to maintain high service standards and client satisfaction.
  • Enhance Client Experience: Continuously evaluate and improve processes to ensure client experiences consistently exceed expectations.
  • Manage Training Content Delivery: Oversee the Content Coordinator to ensure training materials are developed, updated, and delivered on time.
  • Track Client Interactions: Maintain detailed records of client interactions and event outcomes to support data-driven decision-making and service improvement.
  • Monitor Quality Standards: Regularly assess service quality to ensure all client engagements align with FPG's high standards of excellence.
  • Event Feedback Evaluation: Gather and analyze feedback from clients and participants to identify areas for improvement and adjust strategies accordingly.
  • Team Leadership: Provide guidance and support to the Client Experience Team, fostering a culture of accountability and excellence.
  • Budget Oversight: Ensure that events and client engagements are executed within budget constraints while maintaining high quality.
  • Reporting and Insights: Prepare and present reports on client experience metrics, event outcomes, and areas for strategic improvement to senior leadership.

Qualifications:

  • Experience in planning large-scale events, conferences, or training sessions is required.
  • 4+ years of experience in event planning, client services, or a similar role.
  • Strong organizational skills with the ability to manage multiple projects and meet tight deadlines.
  • Excellent communication and interpersonal skills to interact with clients, vendors, and internal teams.
  • Proficient in Microsoft Office Suite (Outlook, Excel, Word) and event management software.
  • Ability to handle logistical coordination, including calendar management and material distribution.
  • Proven problem-solving skills and ability to adapt to unexpected challenges in fast-paced environments.
  • Detail-oriented with a focus on delivering high-quality client experiences.

What We Offer:

  • Competitive salary: $80k - $100k
  • Growth opportunities within the company.
  • The opportunity to learn from world-class sales executives and trainers.
  • Comprehensive training and professional development.
  • A vibrant and supportive team environment.
  • Health insurance, retirement plans, and ability to leave work early on Fridays.
  • Work from home Fridays.

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