Director of Client Experience Programs

The Director of Client Experience Programs is responsible for developing and implementing strategic marketing programs, processes and communications focused on expanding client relationships and loyalty.

Under the direction of the Senior Director of Strategy and Integrated Planning, this new role works closely with marketing leadership and firm stakeholders including client service and business development leadership to increase value to clients and resulting revenue.

The Director will be responsible for developing, managing, executing, and supporting client experience strategies including, client insights and analytics, engagement and listening, Net Promoter Score and client marketing programs.

Qualifications

Education

– Bachelor’s degree, required

– Major in Marketing, Communications, English, Journalism, or Business Administration, preferred

Experience

– Ten (10) or more years of marketing, communications or experienced, required

– Prior experience with customer experience with a focus on client on-boarding, voice of the customer programs, retention improvements, customer journey mapping and management, account-based marketing, relationship management, process improvement or strategy where the primary function is to improve, track, measure, or influence client and/or customer engagement, required

– Prior experience working in the accounting, financial consulting, business advisory and/or professional services industries, preferred

– Prior experience managing marketing professionals, preferred

License/certifications

– CCXP certification, preferred

Software

– Proficient in the use of Microsoft Office Suite, required

– Experience with Qualtrics, preferred

– Microsoft Dynamics CRM experience, preferred

– Project Management and analytics software such as Microsoft Teams, Project, PowerBI and Airtable experience, preferred

Other knowledge, skills and abilities

– Advanced knowledge in the development, management and execution of content and integrated marketing processes including marketing and business development planning, event planning, account planning management, marketing strategy and development

– Knowledge and experience in client experience and listening processes and programs

– Knowledge and experience with client-centric metrics and marketing measurement, reporting and KPIs

– Proven success in the management of integrated marketing programs and discrete marketing projects

– Ability to influence thoughtfully and positively, lead, marshal resources and manage change in a matrix environment

– Strong business acumen with an ability to understand and communicate BDOs business, marketplace, and value proposition

– Knowledge of contact management software including updating, maintenance and list generation

– Excellent verbal and written communication, as well as the ability to present and facilitate

– Ability to work in a deadline-driven environment while handling multiple projects simultaneously and managing process and service providers to accomplish desired results

– Consultative approach to working with marketing and client service professionals at all levels, including leadership

– Exceptional project management skills and organizational skills, including ability to effectively manage to and monitor marketing budgets

– Strong interpersonal and client service skills

– Knowledge of production processes for print, Internet, and web-based materials

– Knowledge of event processes including pre
– and post
– event marketing

– Driven self-starter with a proactive approach to serving professionals at all levels

– Knowledge of marketing strategies and tactics and their application in a professional services organization

– Demonstration of high level of understanding and application of principles and practices of program management with minimal supervision

– Some travel may be required