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Market My Market

Marketing for medical, dental, and law

Director, Client Experience - Director, CX

Customer SuccessConfirmed live in the last 24 hours
Full-timeRemote in USA

About the Job

Requirements

  • A minimum of 5–7 years of experience in a digital marketing agency environment, with a proven track record in client relationship management.
  • A comprehensive understanding of digital marketing strategies, campaign optimization, and performance measurement.
  • Proven ability to manage, develop, and scale high-performing teams.
  • Ability to present complex information clearly and compellingly to diverse audiences.
  • Strong data analysis capabilities and experience in performance tracking and return on investment optimization.
  • Experience with customer relationship management systems, especially HubSpot, automation tools, and emerging artificial intelligence technologies in marketing applications.

Responsibilities

  • Manage, coach, and develop a team of Client Experience Managers to deliver high-quality client experiences and achieve business goals.
  • Provide mentorship and career development opportunities to team members.
  • Hold teammates accountable to established key performance indicators and maintain high performance standards.
  • Develop systems to improve team scalability and manage larger client portfolios effectively.
  • Lead initiatives to improve the team's ability to communicate return on investment and value metrics to clients beyond traditional performance indicators.
  • Develop standardized frameworks for communicating campaign impact, cost savings, and business growth outcomes.
  • Train Client Experience Managers to use comprehensive metrics to demonstrate value through data-driven insights and client-specific success stories.
  • Create client-facing materials that translate complex digital marketing results into tangible business value.
  • Monitor the health of portfolios managed by Client Experience Managers, ensuring client satisfaction and retention.
  • Drive upsell opportunities and ensure contract renewals, contributing to revenue growth.
  • Track client Net Promoter Score, retention rates, and portfolio growth across managed accounts.
  • Optimize client acquisition costs by improving the return on investment of client experience efforts.
  • Champion adoption of automation tools and artificial intelligence solutions within the team.
  • Lead implementation of artificial intelligence applications, including predictive analytics, automated client communications, and performance optimization.
  • Integrate automation frameworks to streamline client management and improve team efficiency.
  • Ensure Client Experience Managers have tools to improve client service delivery and reduce manual workloads.
  • Lead rollout and adoption of internal knowledge base systems to reduce reliance on other departments for routine questions.
  • Develop training programs that help Client Experience Managers find answers independently and become subject matter experts.
  • Create processes that encourage team members to solve problems internally before seeking external assistance.
  • Establish clear escalation paths while promoting self-reliance and continuous learning.
  • Serve as an escalation point for client concerns and resolve issues promptly and effectively.
  • Collaborate with the Director of Client Experience and Client Success Lead to improve collaboration between Client Success Managers and Client Experience Managers and provide cohesive client support.
  • Address client feedback and implement strategies to improve satisfaction and retention.
  • Ensure deliverables align with client-specific goals and quality standards.
  • Establish and track key performance metrics for the team in alignment with organizational goals.
  • Monitor and analyze client satisfaction scores, retention rates, and team utilization.
  • Review and approve client reports for accuracy and actionable insights.
  • Optimize team performance through data-driven decision-making and continuous improvement.
  • Encourage and facilitate team attendance at client events and industry conferences to strengthen client relationships and represent the company.
  • Drive thought leadership initiatives, including webinars, case studies, and industry presentations.
  • Develop resources and training programs to equip team members with the tools and skills needed to succeed.
  • Stay current with digital marketing trends and agency best practices to guide team development.

Desired Qualifications

  • Experience working with professional services clients, particularly legal, dental, and medical practices.

About the Company

Market My Market

Marketing for medical, dental, and law

Market My Market helps local professional services attract new clients through targeted digital marketing for medical, dental, and select legal practices. It designs and runs plans that use online ads, local search optimization, and social media to connect nearby consumers with offices, aiming to turn searches into appointments or consultations. The company differentiates itself by focusing specifically on B2C marketing for professional services and emphasizing authentic, domain-based email communication to avoid fraud. Its goal is to grow its clients’ local patient or client base by delivering measurable marketing programs that drive local inquiries and conversions.

Company size
11-50
Company stage
Not listed
Total funding
Not listed
Headquarters
New York City, New York
Founded
2012

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