Client Experience Communications and Operations Manager

Client Experience Communications and Operations Manager

Requirements

• Bachelor’s degree in Communications, Marketing, Business Administration, or a related field.
• Minimum of 5 years of experience in a communications strategy, business ops, marketing, business development or client experience role, preferably within a professional service or B2B environment.

Responsibilities

• Create and execute strategic client communications plans that support the firm’s business strategy, brand voice, and CX goals.
• Manage client communications for various enterprise-wide initiatives, such as the Client Portal, Payment Portal and HubSync.
• Develop external communications plans and content that resonate with clients and align with business goals.
• Ensure the delivery, consistency, and excellence of client communications within the firm’s marketing tech stack, content, and digital platforms.
• Manage client communications and feedback for our client technology or solutions rollouts, to ensure clients are communicated with quickly and clearly, and to improve client satisfaction, retention, and loyalty.
• Create internal tools to help employees manage client expectations and making these tools centrally available on the intranet and in our marketing toolkit.
• Serve as the program manager and CX operational implementation lead for enterprise-wide projects and transformation initiatives that impact our clients.
• Collaborate closely with Marketing, Technology, and Operations teams to ensure successful rollouts for clients.
• Develop a strategic plan for existing client software rollout of HubSync, payment portal, and client impacts during M&A integration.
• Provide regular feedback and insights to senior management and stakeholders on client performance, issues, and opportunities in project rollouts.
• Support our client satisfaction strategy through comprehensive feedback programs, including surveys, interviews, and client data.
• Deliver a robust client satisfaction program that not only reports findings but also ensures accountability and responsiveness to client needs.
• Guide firm leadership on the impact of client satisfaction on business strategy, business lines, and operations.

Preferred Qualifications

• Adaptability & Organizational Skills: Thrives in high-pressure environments with a flexible and agile approach to dynamic demands. Adept at juggling multiple projects and priorities.
• Problem-Solving: Creative and critical thinker with meticulous attention to detail, adept at identifying and resolving complex issues.
• Change & Program Management: Proven track record in crafting and implementing successful communication, change, and project/program management initiatives.
• Analytical Acumen: Possesses robust analytical capabilities, transforming data into compelling narratives, insights, and strategic directions.
• Communication: Outstanding communicator, both written and verbal, skilled at distilling and articulating complex ideas to varied audiences. Comfortable presenting in front of groups.
• Teamwork & Relationship Building: Demonstrates exceptional teamwork and interpersonal skills, ensuring effective collaboration. Expert in forging and nurturing long-standing, trust-based relationships with clients and team members.
• Independence & Collaboration: Works effectively across diverse teams to meet goals and roll out strategic projects. Balances autonomous work with cooperative efforts.
• Technical Proficiency: Skilled in Microsoft Office, analytics tools, Monday.com, and CRM software; preference for candidates with these competencies.
• Continuous Learning: Eager to master new technologies and platforms relevant to customer experience, including AI tools, HubSpot, CRM, Qualtrics, and BI Dashboards.
• Client Feedback Expertise: Knowledgeable in various client feedback mechanisms and enhancement programs.