Director, Private Client Experience & Standards

Hagerty is a company built by drivers for drivers. We put our members at the center of everything we do, and are dedicated to making it easier and more enjoyable for enthusiasts to drive and celebrate the machines they love. We’re proud to be the world’s largest insurer of collectible and enthusiast vehicles and are home to the Hagerty Drivers Club, the world’s largest car club. Our Marketplace business presents live and digital sales across the U.S. and Europe, we host a number of driving events and concours, and our award-winning automotive journalists produce the most popular car magazine globally, alongside internationally awarded videos. We’re committed to Never Stop Driving. Ready to get in the driver’s seat? Join us! 

Hagerty Private Client is our dedicated division serving collectors with the most significant and irreplaceable collections — providing not just insurance, but a curated experience worthy of their passion. Private Client members interact with Hagerty across insurance, claims, membership, events, auctions, and marketing. Today, the quality and consistency of those interactions vary by team and by individual. As the Director, Private Client Experience & Standards, you will unify and define what Private Client service means, setting the standard for every function that delivers it and building a curriculum that makes that standard durable.

What you’ll do

Experience Standards & Enforcement

·       Define, document, and enforce a unified Private Client experience standard covering written communications, verbal tone, response times, event protocols, and service delivery, applicable across all member-facing functions

·       Partner with Private Client leadership and functional managers to develop and deliver ongoing training programs that instill service standards, brand voice, and HNW client etiquette across all teams in scope

·       Establish SLAs for member-facing turnaround times across quotes, service requests, endorsements, claims communications, and a reporting cadence that makes adherence visible to leadership

·       Build and maintain the Private Client Communication Playbook and Escalation Protocols, embedded in onboarding and ongoing training for every function in scope

·       Partner with team leads and functional managers across claims, sales/service center, events, underwriting, and marketing to align their teams to the standard, influencing without direct authority

·       Define and enforce experience standards that apply equally to the broker channel, trusted advisors (family offices, business managers, collection managers), and direct member interactions — ensuring seamless, consistent quality at every touchpoint, not just the final mile

·       Establish broker-specific SLAs and communication protocols that reflect the speed, professionalism, and accuracy required when brokers are quoting, binding, or servicing high-TIV accounts on behalf of Private Client members

·       Build and maintain a Broker Experience Playbook covering tone, turnaround expectations, escalation pathways, and engagement standards for all broker-mediated interactions — embedded in onboarding and ongoing training alongside the member-facing Communication Playbook

Private Client Standards Program & Cross-Team Curriculum

Architecting and leading a standards program that reaches every Hagerty team with Private Client touchpoints.

Scope of the curriculum includes:

·       Private Client team members and MSC associates transitioning into the channel

·       Claim adjusters handling Private Client losses

·       Underwriting and endorsement teams processing high-TIV accounts

·       Events and experiences staff engaged in member-facing programming

·       Broad Arrow and Marketplace teams interacting with collector-sellers and buyers who are also Private Client members

·       Marketing and communications teams that produce member-facing content

·       Brokers and broker-support staff who are the primary point of entry for the majority of Private Client members — including training on Hagerty’s Private Client value proposition, how to position the product to HNW clients, and the service standards they can expect from Hagerty at every step

·       Trusted advisors to the member (family offices, business managers, collection managers) who interact with Hagerty on behalf of the member and must receive the same quality of experience as the member themselves

Member Journey & Roadmap Development

·       Map the end-to-end Private Client experience across all channels — from first broker contact through policy binding, direct member onboarding, and long-term collector engagement — identifying friction points, handoff gaps, and opportunities to exceed expectations at every stage, including interactions managed through trusted advisors

·       Develop and maintain a multi-year experience roadmap aligned to business goals, member feedback, and competitive benchmarks in the HNW insurance and lifestyle services space

·       Translate member and broker feedback into structured improvement programs with measurable outcomes

Segmentation & Differentiated Experience Design

·       Design and implement a tiered experience model that meaningfully differentiates service delivery across Private Client's three member segments

·       Develop segmentation criteria creating clear protocols and benefits that are defensible, scalable, and member-facing

·       Define segment-specific proactive outreach cadences, concierge touchpoints, event invitations, and access to exclusive Hagerty services

·       Ensure broker-facing communications and toolkits reflect segment distinctions so brokers can effectively position Private Client to their HNW clients

Hagerty Ecosystem Integration

A key differentiator for Hagerty Private Client is access to the broader Hagerty ecosystem. This role is responsible for weaving these assets into the member experience and training curriculum in a cohesive, high-value way:

·       Broad Arrow: Auctions, Private Sales & Finance, weave auction access, private sale capabilities, and financing options into the concierge model

·       Hagerty Marketplace: Integrate Marketplace access as a member benefit and collector resource, particularly for mid-tier segment members

·       Events: Coordinate with the events team to create segment-appropriate invitations to owned and sponsored events (Amelia Island, Pebble Beach, private track days), ensuring elite members feel genuinely included in the Hagerty community

·       Hagerty Drivers Foundation: Incorporate Hagerty's charitable mission into member touchpoints where appropriate, offering engagement opportunities aligned with collector values and legacy

·       Partner with product, marketing, and partnership teams to align Private Client communications with broader Hagerty initiatives, without diluting the exclusivity of the Private Client experience

This might describe you

·      Extremely experienced in High-Net-Worth client services, luxury brand management, private banking, family office advisory, or a comparable premium service environment

·       Demonstrated success building and implementing client experience programs, service standards, and operational frameworks from the ground up

·       Proven experience designing and personally delivering training programs, including onboarding curricula, service standards training, and cross-functional coaching

·       Strong project management capability, able to independently define scope, manage cross-functional stakeholders, and deliver structured programs on time

·       Deep understanding of HNW individual psychology, collector behavior, and how affluent clients prioritize relationships, trust, and exclusivity

·       Genuine familiarity with collector car culture, including the motivations, community, and lifestyle that define serious automotive enthusiasts

·       Exceptional written and verbal communication skills, with the ability to set a high standard and coach others to it

·       Experience with communication audits, quality assurance frameworks, or service excellence programs

·       Comfortable operating independently in a matrixed organization with the executive presence to influence without direct authority

Over and above

·       Background in specialty insurance, luxury automotive, fine art, estate management, or another asset-intensive HNW sector

·       Experience designing tiered membership or loyalty programs with clear benefit differentiation by segment

·       Familiarity with the auction and private sales marketplace for collector vehicles

·       Prior experience working alongside philanthropy and charitable giving programs as part of a client engagement model

·       Formal training in adult learning, executive coaching, or service excellence methodologies

Other things to note

• This position is open to U.S. remote work. However, team members who reside within 20 miles of the Traverse City headquarters will follow a hybrid schedule, working from the office three days per week.
• Familiarity with public company requirements, including Sarbanes Oxley and key regulations, if applicable. For SOX compliant roles, responsible for designing, executing, and documenting internal controls where they have been identified as owners to prevent errors in financial reporting, processes, and business operations. Including attestation to the completeness, accuracy, and compliance of all financial reporting data, where applicable.

If you reside in the following jurisdictions: Illinois, Colorado, California, District of Columbia, Hawaii, Maryland, Minnesota, Nevada, New York, or Jersey City, New Jersey, Cincinnati or Toledo, Ohio, Rhode Island, Washington, British Columbia, Canada please email [email protected] for compensation, comprehensive benefits and the perks that set us apart. 

At Hagerty, we share the road. We are an inclusive automotive community where all are welcomed, valued and belong regardless of race, gender, age, or car preference.  We are united by our shared passion for driving, our commitment to preserve car culture for future generations and our desire to make a positive impact in the world.

#LI-Remote

EEO/AA

US Benefits Overview

Canada Benefits Overview

UK Benefits Overview

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!