Director of Client Experience

**Benefits:** - Health insurance - Paid time off - Training & development - Vision insurance - 401(k) matching - Bonus based on performance - Company parties - Competitive salary - Dental insurance - Employee discounts **Location:** Cresson, Texas (Greater Fort Worth Area) **Reports To:** Integrator **About Us** Barnes Lawn Doctor Western Rim LLC is a locally owned, well-established lawn fertilization and pest control company proudly serving Fort Worth, Cresson, Granbury, Weatherford, Benbrook, Hurst, and the surrounding communities for more than 20 years. We are a Christian-led, people-first organization committed to excellence, integrity, and intentional service. We believe exceptional client experiences begin with exceptional people. That's why we invest heavily in leadership, training, systems, and culture. As we continue to grow, we're seeking an experienced leader to join our Executive Leadership Team as Director of Client Experience. This role is an opportunity to shape the client journey, develop high-performing teams, strengthen our culture, and help lead the next chapter of Barnes Lawn Doctor's growth. Our purpose is simple: - Serve others. - Serve each other. - Serve Him. These principles guide how we lead, coach, communicate, and make decisions every day. **Position Summary** The Director of Client Experience is responsible for leading every client-facing team at Barnes Lawn Doctor. This leader owns the complete client journey—from the first digital marketing impression through sales, onboarding, ongoing communication, retention, referrals, and long-term client loyalty. The ideal candidate is equally comfortable leading people, analyzing business performance, executing established operating systems, and leveraging technology to create an exceptional client experience while driving profitable growth. This is a leadership role focused on execution. Our systems, processes, and standards are already established. Your responsibility is to lead the people, ensure those systems are followed consistently, coach performance, and continuously monitor results. **What You'll Lead** You will provide leadership and strategic management for: - Sales - Customer Service Representatives - Digital Marketing You'll work closely with Operations and Executive Leadership to ensure every department delivers one consistent client experience. **What You'll Do** **Lead People** - Coach and develop a high-performing team - Hire and onboard exceptional talent - Conduct performance reviews and ongoing coaching - Build accountability through clear expectations - Develop future leaders within the department - Foster a positive, professional culture **Drive Revenue Growth** - Lead sales performance - Improve lead conversion - Monitor pipeline health - Forecast revenue - Increase average client value - Grow recurring services and upsell offerings **Own the Client Experience** You'll oversee every stage of the client journey, including: - Lead response - Scheduling - Sales consultations - Client communication - Service recovery - Client retention - Referral generation - Online reputation **Your goal is simple:** Deliver a consistent, professional experience that creates loyal clients for life. **Lead Marketing** You'll oversee the Digital Marketing Coordinator to ensure: - Qualified leads are consistently generated - Marketing campaigns are executed effectively - Marketing ROI is measured and reported - Brand standards remain consistent - Community engagement continues to grow **Lead Through Data** You'll own department reporting that helps leadership make informed business decisions, including: - Sales metrics - Marketing performance - Customer Service KPIs - Revenue trends - Client retention - Lead conversion - Department dashboards You'll identify trends early, recognize opportunities, and address performance gaps before they become larger issues. **Manage Operating Systems** Barnes Lawn Doctor operates on well-defined systems and processes. Rat…