The Director of Client Experiences establishes the strategy and protocols for all aspects of client service and is responsible for execution of workflows, processes and best practices.
Principal Responsibilities:
- In partnership with the Sr. Director of Client Experience, establishes and leads the execution of client segmentation strategy to ensure that overall business goals, profitability and retention goals are met in a conducive and collaborative environment.
- Establishes and leads execution of strategies to enhance the client experience
- Responsible for achieving and maintaining high client retention
- Ensure efficiency in workflows and operational execution
- Leads service team integration projects
- Manage insurance company partner relationships including team meetings, and coordinating training for important market updates
- Effectively coaches, mentors and manages and assists in the professional development of team colleagues to develop bench strength.
- Creates an environment where open communication is encouraged, and morale is high.
- Possesses day-to-day oversight, direction, and accountability of team colleagues.
- Performs annual and ongoing performance reviews for team colleagues, and is responsible for colleague onboarding and termination decisions
Education, Experience, Skills and Abilities Requirements:
- Minimum 7 years of related experience in a service industry and in a leadership capacity.
- Exceptional written, verbal, and interpersonal communication skills
- Ability to measure and analyze key performance indicators
- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
- Experience with Agency Management System and/or other CRM-related software.
- Basic knowledge of Microsoft Office products and mobile device platforms and intermediate Excel skills.
- Demonstrates the organization’s core values, exuding behavior that is aligned with the firm’s culture.
Special Working Conditions:
- Fast paced, multi-tasking environment
- Some travel required
Click here for some insight into our culture!
The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.
The Baldwin Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about The Baldwin Group and has not been reviewed or approved by The Baldwin Group.
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Healthcare Strength — Health coverage includes flexible medical options, 24/7 telemedicine, mental health support, company‑paid life and disability, plus dental and vision. Feedback suggests these comprehensive offerings contribute meaningfully to total rewards.
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Leave & Time Off Breadth — Time‑off programs span parental leave, paid holidays, paid sick days, and flexible PTO, with some teams citing unlimited PTO. Feedback suggests flexible PTO depth is a valued element of the package.
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Equity Value & Accessibility — Equity grants are provided to all new hires. Feedback suggests broad‑based equity can enhance perceived fairness and long‑term value.
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What We Do
BRP is now The Baldwin Group! We’ve updated our name to reflect our unified group of talented teams across the country. The Baldwin Group is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since our founding in 2011, we’ve evolved from a local business into a national firm with a vast network of specializations and industry practices for the benefit of our more than two million clients across the country. In addition, we have built excellent relationships with a wide range of insurance company partners. These relationships, coupled with our entrepreneurial and family-oriented culture, and deep expertise enable us to seamlessly deliver a breadth of innovative solutions to clients. At The Baldwin Group, we help provide the solutions our clients need to have confidence and gain peace of mind as they pursue what’s possible for themselves, their families, and their businesses. Whether they are renting their first apartment or buying a larger home, opening a small business or taking their company public, we offer solutions to support them on every step of their journey. This has been our story since the beginning—we provide the indispensable expertise and quality insights that give our clients peace of mind to pursue their purpose, passion, and dreams. And that’s what The Baldwin Group will continue to do for years to come: we Protect the Possible℠.
