Director Of Client Experience, Commercial Risk-Insurance Advisory Solutions

The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.

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.