What are the responsibilities and job description for the Director of Client Experience position at The Nagler Group?
Director Of Client Experience
Manchester, NH | $90,000 - $105,000 DOE
A leading employer in the Manchester, NH area is seeking a Director of Client Experience to drive customer satisfaction, retention, and operational excellence across all client touchpoints. This is a high-impact leadership role responsible for developing and executing client experience strategies, leading cross-functional teams, and ensuring seamless service delivery that exceeds expectations.
Key Responsibilities
Submit your resume in Word format to Jeannie Halsey at jhalsey@naglergroup.com
TNG123
Manchester, NH | $90,000 - $105,000 DOE
A leading employer in the Manchester, NH area is seeking a Director of Client Experience to drive customer satisfaction, retention, and operational excellence across all client touchpoints. This is a high-impact leadership role responsible for developing and executing client experience strategies, leading cross-functional teams, and ensuring seamless service delivery that exceeds expectations.
Key Responsibilities
- Lead and develop the client experience strategy, ensuring alignment with organizational goals and driving continuous improvement initiatives
- Oversee day-to-day client interactions, issue resolution, and escalation management to maintain high satisfaction and retention rates
- Manage and mentor a client-facing team, fostering a culture of accountability, collaboration, and customer-centricity
- Partner with Sales, Operations, Product, and Marketing to ensure client feedback informs business decisions and service enhancements
- Develop and monitor KPIs, client satisfaction metrics, NPS scores, and retention analytics to measure program effectiveness
- Design and implement client onboarding, success programs, and relationship management frameworks
- Identify trends, pain points, and opportunities through data analysis and direct client engagement
- Serve as a strategic partner to senior leadership, presenting insights and recommendations on client experience improvements
- Build scalable processes, tools, and systems to support business growth while maintaining exceptional service quality
- Bachelor's degree in Business, Marketing, Communications, or related field (MBA preferred)
- 7 years of experience in client experience, customer success, account management, or related leadership roles
- Proven track record managing teams and driving measurable improvements in client satisfaction and retention
- Strong analytical skills with experience using CRM platforms, client success tools, and data analytics to inform strategy
- Excellent communication, relationship-building, and problem-solving skills
- Ability to thrive in a fast-paced, dynamic environment and manage competing priorities
- Experience in professional services, SaaS, healthcare, financial services, or B2B environments strongly preferred
- Competitive salary: $90,000 - $105,000 depending on experience
- Comprehensive benefits package
- Opportunity to shape client experience strategy and make a measurable business impact
- Collaborative, growth-oriented work environment in Manchester, NH
Submit your resume in Word format to Jeannie Halsey at jhalsey@naglergroup.com
TNG123
Salary : $90,000 - $105,000