Client Experience Manager
hace 1 mes
Boldr is a global B-Corp dedicated to delivering world-class client experiences while creating access to dignified, meaningful work. Our team is united by our desire to connect diverse people with common values for bold impact.
We employ over a thousand team members across five countries and aim to employ over 5,000 people by 2027. As the Client Experience Manager, you'll be responsible for managing day-to-day operations, serving as a point of escalation for issues, and coordinating with clients. You'll also work with the Service Delivery Manager and the People Team to identify growth and development opportunities for team members.
The ideal candidate will be an impact-driven, life-long learner who is passionate about helping Boldr grow and achieve our purpose. We're looking for someone who embodies our core values: Curious, Dynamic, and Authentic.
As a Client Experience Manager, your key responsibilities will include:
- People Development:
- Identify growth and development opportunities for team members to enable career progression and self-development
- Monitor and assess team members' performance, and provide timely feedback through regular coaching
- Team Management:
- Monitor attendance and people concerns of all team members
- Ensure team members are properly trained and working consistently to meet client needs
- Ensure the team meets company and client-specific KPI targets
- Internal Coordination:
- Work with the People Team to make recommendations for team member career advancement
- Relay consistent issues to the Service Delivery Manager
- External Communications:
- Be familiar with client key contacts, unique requirements, and operating processes
- Demonstrate mastery on the company and client's offerings
- Understand, investigate, and solve complex client requests or complaints
The ideal candidate should possess the following skills and qualifications:
- Passionate about developing people and scaling teams
- Excited about learning and developing relationships with clients
- Analytical and a problem solver
- Fluent and articulate with strong writing skills and clear presentation abilities
- Able to multitask and prioritize
- Adaptable to change and attentive to detail
- Able to work well in a team environment
- Able to reduce frustration on heated topics by being solutions-oriented
- Able to handle conflict and pressure
The estimated salary for this position is $80,000 - $110,000 per year, depending on location and experience. We offer a comprehensive benefits package, including health insurance, retirement planning, and paid time off. If you're passionate about delivering exceptional client experiences and driving business growth, we encourage you to apply.
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