Director of Client

Careers at The Brooks Group

Director of Client Experience

The Brooks Group, founded in 1977 and multi‑time winner of The Triad Business Journal’s “Best Places to Work” awards, is looking for a Director of Client Experience to join our team.

The primary purpose of the Director of Client Experience is to lead The Brooks Group’s (TBG’s) Project Managers and associated support personnel as a “Player/Coach.” The Director will strategically focus on improving the client journey throughout implementation of their chosen experience with The Brooks Group.

The Director will also ensure The Brooks Group is sufficiently resourced and able to deliver an experience that is a differentiator throughout the client journey, championing new and innovative pathways for growth as the company scales. The Director will be thoughtful, forward‑thinking, and collaborative in the execution of programs while creating delight for clients and contacts.

• Identify and create the client experience for all TBG clients.
• Ensure understanding and adoption of the client journey among all Project Managers.
• Support the department’s achievement and tracking of key performance targets.
• Maintain knowledge of products and services being offered to provide excellent customer service within each journey. Support the development of the project management team around similar capability, including the launch and management of a formal career development path for project managers.
• Drive internal education, collaboration, and processes to ensure and increase clients’ return on investment in our programs.
• Team leadership responsibilities include:
  • Hiring, training and developing project managers, fostering an awareness of industry trends.
  • Assigning client programs to Project Managers, ensuring workload balance throughout team.
  • Advocating for the team with Executive leadership and other departments and supporting recognition of team members for doing their jobs effectively.
  • Setting and measuring KPIs for the Client Experience team.
• Partner with sales on inbound LOAs as needed to create a successful customer journey and internal success.
• Provide insight and feedback throughout the organization that promotes ongoing success.
• Create ways to position the Client Experience team as best‑in‑class, high‑value resources.
• Own and manage relationship with TBG’s printing vendor.
• Support Director of Government Services with successful delivery of all government and military training engagements.
• Support Instructional Design and Creative teams with printing needs, changes, and pricing.

• High level of attention to detail
• Strong communication (oral and written) skills and effective interpersonal skills, with a focus on excellent client service
• Strong problem‑solving skills
• Strong people management skills
• Ability to work under pressure and balance multiple projects at one time
• Ability to prioritize and complete tasks to meet assigned deadlines
• Knowledge of Microsoft Office Suite
• Strong consultative skills: the ability to successfully interact with clients to assess needs and develop appropriate training solutions

• Bachelor’s degree preferred
• At least five years of project or customer experience in a professional services business
• Experience managing direct reports

Project Managers