Client Experience Director - FPG

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.

- 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.