Director of Client Experience

Benefits:

Health insurance

Paid time off

Training & development

Vision insurance

401(k) matching

Bonus based on performance

Company parties

Competitive salary

Dental insurance

Employee discounts

Location: Cresson, Texas (Greater Fort Worth Area). Reports To: Integrator

About Us
Barnes Lawn Doctor Western Rim LLC is a locally owned, well-established lawn fertilization and pest control company proudly serving Fort Worth, Cresson, Granbury, Weatherford, Benbrook, Hurst, and the surrounding communities for more than 20 years.

We are a Christian-led, people-first organization committed to excellence, integrity, and intentional service. We believe exceptional client experiences begin with exceptional people. That's why we invest heavily in leadership, training, systems, and culture.

As we continue to grow, we're seeking an experienced leader to join our Executive Leadership Team as Director of Client Experience. This role is an opportunity to shape the client journey, develop high-performing teams, strengthen our culture, and help lead the next chapter of Barnes Lawn Doctor's growth.

Our purpose is simple:

Serve others.

Serve each other.

Serve Him.

These principles guide how we lead, coach, communicate, and make decisions every day.

Position Summary
The Director of Client Experience is responsible for leading every client-facing team at Barnes Lawn Doctor.

This leader owns the complete client journey—from the first digital marketing impression through sales, onboarding, ongoing communication, retention, referrals, and long-term client loyalty.

The ideal candidate is equally comfortable leading people, analyzing business performance, executing established operating systems, and leveraging technology to create an exceptional client experience while driving profitable growth.

This is a leadership role focused on execution. Our systems, processes, and standards are already established. Your responsibility is to lead the people, ensure those systems are followed consistently, coach performance, and continuously monitor results.

What You'll Lead

Sales

Customer Service Representatives

Digital Marketing

You will work closely with Operations and Executive Leadership to ensure every department delivers one consistent client experience.

What You'll Do
Lead People

Coach and develop a high-performing team

Hire and onboard exceptional talent

Conduct performance reviews and ongoing coaching

Build accountability through clear expectations

Develop future leaders within the department

Foster a positive, professional culture

Drive Revenue Growth

Lead sales performanceImprove lead conversion

Monitor pipeline health

Forecast revenue

Increase average client value

Grow recurring services and upsell offerings

Own the Client Experience
You’ll oversee every stage of the client journey, including:

Lead response

Scheduling

Sales consultations

Client communication

Service recovery

Client retention

Referral generation

Online reputation

Your goal is simple: Deliver a consistent, professional experience that creates loyal clients for life.

Lead Marketing
You’ll oversee the Digital Marketing Coordinator to ensure:

Qualified leads are consistently generated

Marketing campaigns are executed effectively

Marketing ROI is measured and reported

Brand standards remain consistent

Community engagement continues to grow

Lead Through Data
You’ll own department reporting that helps leadership make informed business decisions, including:

Sales metrics

Marketing performance

Customer Service KPIs

Revenue trends

Client retention

Lead conversion

Department dashboards

You’ll identify trends early, recognize opportunities, and address performance gaps before they become larger issues.

Manage Operating Systems
Barnes Lawn Doctor operates on well-defined systems and processes.

Rather than creating new systems, you’ll ensure our existing operating systems are consistently executed across your department.

Responsibilities include:

Ensuring alignment with EOS

Ensuring Standard Operating Procedures (SOPs) are consistently followed

Reinforcing established workflows

Maintaining department documentation

Supporting team training and onboarding

Coaching team members on process compliance

Monitoring process consistency and identifying opportunities for operational excellence

Partnering with Executive Leadership when process enhancements are identified

Champion Technology
Technology is an important part of how we serve clients and operate efficiently.

You’ll help ensure our team effectively utilizes:

CRM systems

Artificial Intelligence (AI) tools

Automation

Reporting dashboards

Existing technology platforms

You’ll also help drive the adoption of future technology initiatives introduced by Executive Leadership.

What Success Looks Like
Success in this role means:

Revenue goals are consistently achieved.

Sales, Customer Service, and Marketing operate as one unified team.

Every client receives a consistent, professional experience.

Team members are engaged, coached, and held accountable.

Department reporting drives informed business decisions.

Established systems are executed consistently.

Technology is utilized effectively.

Future leaders are developed from within the department.

Who This Role Is Perfect For
This role is ideal for a leader who enjoys coaching people, driving accountability, and executing proven systems.

You find satisfaction in helping teams perform at a high level, using data to make decisions, creating consistency, and developing future leaders. You believe disciplined execution is what produces exceptional results.

If you're looking for an opportunity to build a high-performing team, strengthen an already successful operation, and make a measurable impact through leadership, you'll thrive here.

If your passion is completely redesigning organizations or constantly reinventing processes, this role probably isn't the right fit. We're looking for someone who appreciates the value of established systems and enjoys leading people to execute them with excellence.

What We're Looking For
We're looking for someone who naturally combines leadership with operational discipline.

The ideal candidate has experience in:

Leading and developing teams

Sales leadership

Customer experience

Business analytics

Revenue management

Marketing collaboration

Performance coaching

Technology adoption

Cross-functional collaboration

You are someone who:

Lead with integrity and humility.

Develop people through coaching and accountability.

Make decisions using data rather than emotion.

Are highly organized and systems oriented.

Thrive in an environment with clear expectations and accountability.

Communicate professionally with both clients and team members.

Balance daily execution with long-term department performance.

Preferred Qualifications

7–10 years of progressive leadership experience managing client-facing teams

Experience leading both sales and customer service organizations

Strong analytical and reporting skills

Experience utilizing CRM platforms and business reporting tools

Experience leading established operational processes and driving accountability

Compensation
Salary: $90,000–$100,000 annually, based on leadership experience, qualifications, and demonstrated success leading client-facing teams.

Benefits
Barnes Lawn Doctor is committed to investing in our team by offering a comprehensive benefits package, including:

Health insurance

Paid Time Off (PTO)

Retirement plan

Professional development opportunities

Leadership development and coaching

A people-first culture committed to long-term career growth

Why Join Barnes Lawn Doctor?
You’ll join a leadership team committed to building a healthy, scalable business that invests in its people.

At Barnes Lawn Doctor, we believe in:

Developing people

Investing in people

Clear expectations and accountability

Continuous improvement

Leveraging technology to work smarter

Delivering an exceptional experience for every client

Ready to Lead the Next Chapter?
If you're an experienced leader who is passionate about developing people, creating exceptional client experiences, and leading with integrity, we'd love to hear from you.

Join a company where your leadership matters, your ideas are valued, and your work directly impacts the future of our organization.

Apply today and help us continue serving others, serving each other, and serving Him.

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