[Hiring] Client Experience Director @Cherry Bekaert

Role Description

Cherry Bekaert is seeking a Director of Customer Experience to lead the Firm’s customer experience (CX) strategy and shape how clients experience Cherry Bekaert across every stage of the client journey. This highly visible leadership role will drive client satisfaction, retention, growth, and operational improvement while building a scalable customer success strategy and team.

• Lead the development and execution of Cherry Bekaert’s enterprise-wide customer experience strategy, creating a consistent and seamless client experience across channels and touchpoints.
• Build and develop the Firm’s customer success strategy and team, providing leadership, coaching, mentoring, professional development, and ongoing performance feedback.
• Collaborate across client-facing and business functions to embed a client-centric approach throughout the customer journey, from new client acquisition through ongoing relationship management and retention.
• Develop effective feedback channels with client-facing teams, translating client and internal insights into actionable improvements across marketing, branding, sales, and service delivery.
• Collaborate with Industry Leaders and Regional Market Leaders to advance client-centric strategies and strengthen the overall client experience.
• Measure the impact and return on investment of customer experience initiatives while identifying opportunities for continuous process improvement, increased efficiency, client retention, and profitable growth.
• Develop and implement a customer experience analytics strategy, leveraging technology, reporting, client feedback, and performance metrics such as Net Promoter Score (NPS) to identify trends, guide decisions, and improve service delivery.

Qualifications

• Bachelor’s degree.
• 6+ years of experience in client experience, customer success, client advocacy, marketing, recruiting, consulting, or a related client-focused function within a professional services organization.
• Demonstrated ability to develop and execute customer experience strategies aligned with broader organizational goals.
• Strong strategic thinking, analytical, problem-solving, and decision-making capabilities.
• Strong interpersonal, relationship-building, networking, communication, and influencing skills, including the ability to work effectively with senior leadership.
• Data-driven mindset with the ability to use analytics, client feedback, and technology to identify opportunities and guide customer experience improvements.
• Ability to lead from the end-user perspective and translate client needs into scalable programs, processes, and experiences.

Benefits

• Our shared values that foster inclusion and belonging including uncompromising integrity, collaboration, trust, and mutual respect.
• The opportunity to innovate and do work that motivates and engages you.
• A collaborative environment focused on enabling you to further your career growth and continuous professional development.
• Competitive compensation and a total rewards package that focuses on all aspects of your wellbeing.
• Flexibility to do impactful work and the time to enjoy your life outside of work.
• Opportunities to connect and learn from professionals from different backgrounds and with different cultures.

Company Description

Cherry Bekaert, ranked among the largest assurance, tax and advisory firms in the U.S., serves clients across industries in all 50 U.S. states and internationally.