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: $80k - $100k
Performance bonus
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.

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