The Director of Client Experience leads all client‑facing teams at Barnes Lawn Doctor, shaping the client journey from first digital impression through sales, onboarding, and long‑term loyalty while driving profitable growth and ensuring consistency across sales, customer service, and digital marketing.
Location
Cresson, Texas (Greater Fort Worth Area)
Reports To
Integrator
Responsibilities
- Coach and develop high‑performing teams; hire and onboard talent; conduct performance reviews; build accountability; develop future leaders.
- Lead sales performance, improve lead conversion, monitor pipeline health, forecast revenue, increase average client value, grow recurring services and upsell offerings.
- Oversee every stage of the client journey: lead response, scheduling, sales consultations, client communication, service recovery, client retention, referral generation, online reputation.
- Ensure digital marketing consistently generates qualified leads, executes campaigns, measures ROI, maintains brand standards, and grows community engagement.
- Own department reporting: sales metrics, marketing performance, customer service KPIs, revenue trends, client retention, lead conversion, department dashboards.
- Ensure alignment with EOS, adherence to SOPs, consistency of workflows, maintenance of department documentation, support team training, coaching on process compliance, identification of operational excellence opportunities, and partnership with Executive Leadership on process enhancements.
- Champion technology adoption, ensuring effective use of CRM systems, AI tools, automation, reporting dashboards, and existing platforms, and drive future technology initiatives.
Qualifications
- Leading and developing teams
- Sales leadership
- Customer experience
- Business analytics
- Revenue management
- Marketing collaboration
- Performance coaching
- Technology adoption
- Cross‑functional collaboration
Preferred Qualifications
- 7–10 years of progressive leadership experience managing client‑facing teams
- Experience leading both sales and customer service organizations
- Strong analytical and reporting skills
- Experience utilizing CRM platforms and business reporting tools
- Experience leading established operational processes and driving accountability
Benefits
- Health insurance
- Paid Time Off (PTO)
- Retirement plan
- Professional development opportunities
- Leadership development and coaching
- A people‑first culture committed to long‑term career growth
Compensation
Salary: $90,000–$100,000 annually, based on experience and proven success.
EEO Statement
We are an equal‑opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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