Director of Client Experience

at  Hightower

At Hightower, we design beautiful, functional furniture solutions that inspire collaboration and innovation in modern workspaces. As a family and women-owned, certified BCorp business with a commitment to craftsmanship and quality, we pride ourselves on our unique, design-driven approach and our ability to transform spaces with exceptional products.
As the Director of Client Experience, you will be responsible for leading and managing all aspects of client relations and customer service delivery within Hightower to ensure exceptional service, client satisfaction, and supporting sales goals. The position will oversee a team of client service professionals and work closely across all departments as well as with our external sales reps. This role is pivotal in ensuring that our clients receive the highest level of service and support throughout their engagement with our company, ultimately contributing to our overall company success and reputation in the industry.
This hybrid position is expected to be held 2-3 days a week on-site at our High Point, NC location or Kansas City, MO location.

Key Responsibilities:

• Team Leadership:
• Set strategy and direction for the department, holding direct reports (specialists, managers and leads) accountable for delivery and execution.
• Be a consistent, compassionate people manager: building, motivating and developing client services team members as well as re-evaluating processes to support the work of the team.
• Approve staffing and budget decisions for the department.
• Role model for the whole company exemplifying company culture, values, and principles.
• Responsible for the employee life cycle of the department (e.g. performance reviews, recruitment, performance improvement, staffing levels, and other employee actions).
• Strategic Planning:
• Develop plans and initiatives to enhance client satisfaction, retention, and loyalty looking forward 12-24 months.
• Collaborate with senior project managers to set departmental goals, objectives, and budgets aligned with company strategy.
• Stay informed about industry trends, market dynamics, and competitor activities to identify opportunities and risks.
• Identify, research, and implement relevant technologies that enhance and evolve the customer experience.
• Client Relationship Management:
• Support Hightower in developing and maintaining strong, long-lasting relationships with clients, understanding their needs, objectives, and challenges.
• Support the Project Management (PM) team during client escalations, addressing inquiries, concerns, and providing solutions promptly.
• Conduct regular meetings with internal stakeholders and external reps to review performance, gather feedback, and identify opportunities for improvement.
• Work with the Sales team to identify ways to collect and track information in a Customer Relationship Management (CRM) tool and train the PMs to execute.
• Exceptional Service:
• Oversee “Service Obsessed” execution, ensuring adherence to quality standards including communication, timeliness, problem-solving, and client satisfaction.
• Collaborate with internal teams including sales, design, product management, supply chain, and manufacturing to coordinate service delivery and resolve any issues that arise.
• Monitor service metrics and KPIs to assess performance and identify areas for enhancement.
• Ensure team buy-in and compliance with data integrity processes.
• Process Improvement:
• Evaluate existing client experience processes and procedures, identifying inefficiencies and areas for optimization.
• Implement best practices and standardized processes to streamline service delivery and enhance the client experience.
• Continuously monitor and measure the effectiveness of process improvements, making adjustments as necessary.
• Regularly funnel client feedback to internal stakeholders to improve products and services, maintain client satisfaction, drive innovation, and build trust and credibility.

Qualifications:

• Associate’s or Bachelor’s degree in business operations, marketing, or related field or equivalent experience.
• Proven experience (6+ years) as a people manager in client services or account management.
• Experience in the contract furniture industry is a plus.
• Strong people leadership skills with the ability to inspire and motivate teams.
• Excellent interpersonal and communication skills, both written and verbal.
• Strategic thinker with a track record of developing and implementing successful client service strategies.
• Results-oriented with a focus on delivering exceptional client experience and satisfaction.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Proficiency in ERP software, Google Drive, and MS Office suite.
• Experience with Front or similar customer service platforms is a plus.
• Experience with a CRM platform is a plus.
• Available for occasional travel.

• Team Leadership:
• Set strategy and direction for the department, holding direct reports (specialists, managers and leads) accountable for delivery and execution.
• Be a consistent, compassionate people manager: building, motivating and developing client services team members as well as re-evaluating processes to support the work of the team.
• Approve staffing and budget decisions for the department.
• Role model for the whole company exemplifying company culture, values, and principles.
• Responsible for the employee life cycle of the department (e.g. performance reviews, recruitment, performance improvement, staffing levels, and other employee actions).
• Strategic Planning:
• Develop plans and initiatives to enhance client satisfaction, retention, and loyalty looking forward 12-24 months.
• Collaborate with senior project managers to set departmental goals, objectives, and budgets aligned with company strategy.
• Stay informed about industry trends, market dynamics, and competitor activities to identify opportunities and risks.
• Identify, research, and implement relevant technologies that enhance and evolve the customer experience.
• Client Relationship Management:
• Support Hightower in developing and maintaining strong, long-lasting relationships with clients, understanding their needs, objectives, and challenges.
• Support the Project Management (PM) team during client escalations, addressing inquiries, concerns, and providing solutions promptly.
• Conduct regular meetings with internal stakeholders and external reps to review performance, gather feedback, and identify opportunities for improvement.
• Work with the Sales team to identify ways to collect and track information in a Customer Relationship Management (CRM) tool and train the PMs to execute.
• Exceptional Service:
• Oversee “Service Obsessed” execution, ensuring adherence to quality standards including communication, timeliness, problem-solving, and client satisfaction.
• Collaborate with internal teams including sales, design, product management, supply chain, and manufacturing to coordinate service delivery and resolve any issues that arise.
• Monitor service metrics and KPIs to assess performance and identify areas for enhancement.
• Ensure team buy-in and compliance with data integrity processes.
• Process Improvement:
• Evaluate existing client experience processes and procedures, identifying inefficiencies and areas for optimization.
• Implement best practices and standardized processes to streamline service delivery and enhance the client experience.
• Continuously monitor and measure the effectiveness of process improvements, making adjustments as necessary.
• Regularly funnel client feedback to internal stakeholders to improve products and services, maintain client satisfaction, drive innovation, and build trust and credibility