Director of Client Experience, Commercial Risk

The Baldwin Group

Director of Client Experience leading commercial risk client service strategy and retention. Managing service teams, workflows, insurer relationships, and colleague development for The Baldwin Group.

Posted 9/10/2026full-timePhiladelphia • Pennsylvania • 🇺🇸 United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in client segmentation strategy and service team integration, with a focus on enhancing client experience and achieving high retention rates. Proficient in performance management, team development, and operational efficiency within the service industry.

Highest-signal resume keywords

Client Segmentation StrategySales ManagementPerformance AnalysisTeam LeadershipAgency Management System

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Client RetentionSales ExperiencePerformance ReviewProblem SolvingKey Performance Indicators

Soft Skills

Communication SkillsCoachingMentoringTeam SupportOpen Communication

Tools & Technologies

Microsoft Office SuiteCRM SoftwareAgency Management System

Industry Keywords

Service IndustryC2CB2COperational Execution

About the role

Key responsibilities & impact

Establish and lead the execution of client segmentation strategy in partnership with the Managing Director
Establish and lead strategies to enhance the client experience
Achieve and maintain high client retention
Ensure efficiency in workflows and operational execution
Lead service team integration projects
Manage insurance company partner relationships, team meetings, and training coordination for market updates
Coach, mentor, manage, and support the professional development of team colleagues
Create an environment encouraging open communication and high morale
Provide day-to-day oversight, direction, and accountability for team colleagues
Perform annual and ongoing performance reviews
Manage colleague onboarding and termination decisions

Requirements

What you’ll need

Minimum 7 years of related experience in a service industry and in a leadership capacity
5+ years of experience in sales management
10+ years of experience in direct or outside sales
C2C/B2C preferred
Exceptional written, verbal, and interpersonal communication skills
Ability to measure and analyze key performance indicators
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
Ability to learn other appropriate programs or software systems used by the firm
Experience with Agency Management System and/or other CRM-related software
Some travel required

Benefits

Comp & perks

Some travel required