Director of Client Experience, Commercial Risk-Insurance Advisory Solutions

The Baldwin Group is an award‑winning, entrepreneur‑led insurance brokerage firm delivering expertly crafted commercial insurance and risk management solutions, private insurance and risk management, employee benefits and benefit administration, asset and income protection, and risk mitigation strategies to clients across the U.S. and abroad. The firm, listed on the NASDAQ as 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 the 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 business goals, profitability and retention goals are met in a 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.
• Manages insurance company partner relationships including team meetings and coordinating training for market updates.
• Coaches, mentors 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 handle 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, with intermediate Excel skills.
• Demonstrates the organization’s core values and aligns behavior 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 those 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.

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