Job Title: Client Experience Director
Company Overview:
FPG recruits, trains, and coaches companies who want to be revered for as having the best sales experience in their industry. Our flagship program Warrior Selling is ranked number 3 in the world by Global Gurus and our Leadership Sales Coaching program is ranked number 1. Our culture is centered around personal growth, team collaboration, and product excellence.
Job Description:
The Client Experience Director is critical in shaping and managing the client journey at FPG, ensuring exceptional service from onboarding through ongoing engagement. This position leads a team responsible for coordinating all aspects of client interactions, including large-scale event planning, training programs, and continuous support to enhance client satisfaction and success.
This role strongly focuses on planning, coordination, and communication with stakeholders, including C-level executives, internal teams, and external partners. The Client Experience Director is also responsible for overseeing creating, developing, and delivering high-quality training content and collaborating closely with the content coordinator to ensure all training materials align with the company’s strategic goals.
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.
KPIs:
- Client Onboarding Satisfaction Rate – Percentage of new clients who rate their onboarding experience as “satisfied” or “very satisfied” in post-onboarding surveys.
- Event Timeliness – Percentage of events executed on schedule without timeline deviations or delays.
- Client Communication Response Time – Average response time to client inquiries within 30 minutes , ensuring quick and efficient communication during the planning process.
- Event Success Rate – Number of events completed without major issues or client complaints, measured by client feedback and internal reviews.
- Post-Event Client Satisfaction – Average rating of client satisfaction gathered from post-event feedback, assessing how well their expectations were met.
- Issue Resolution Time: 30 minutes – Average time taken to resolve unforeseen problems or last-minute changes during event planning and execution.
- Logistical Accuracy – Number of errors related to event logistics (e.g., missed deadlines, incorrect training materials, scheduling conflicts), aiming to minimize mistakes.
- Stakeholder Coordination Efficiency – Feedback from internal teams (training, recruiting, etc.) and external vendors on the effectiveness of communication and coordination during events.
- Process Improvement Initiatives – Number of improvements or adjustments made to the client experience process that result in better outcomes, such as increased efficiency or enhanced client satisfaction.
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.
\- 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.