Job Description

Job Description

Position Summary  

We are seeking a highly skilled and motivated Director of Business Development and Customer Experience to lead our client-facing and revenue-generating functions. This individual will manage a team of employees and vendors across client relations, sales, marketing and case management. This person will be accountable for delivering an exceptional client experience, driving strategic growth, and ensuring the efficiency and performance of the teams they oversee. 

This position is a key member of the Executive Leadership Team, contributing to company-wide planning, departmental integration, and growth initiatives. The ideal candidate is a confident leader with a strong background in both customer service and sales leadership, capable of balancing team development, process improvement, and client satisfaction. 

Key Responsibilities  

Leadership & Team Development  

• Manage, mentor, and lead the client relations, sales, marketing and case management teams. 
• Set clear expectations and uphold accountability for team performance and service quality. 
• Conduct performance reviews, coaching sessions, and development planning. 
• Foster a culture of ownership, teamwork, and continuous improvement. 

Client Experience & Relationship Management  

• Oversee the onboarding and service delivery for all potential and existing clients. 
• Ensure timely, professional, and client-centered communication at all times. 
• Build and maintain long-term relationships that support client retention and growth. 
• Implement service benchmarks and handle escalations with professionalism. 

Sales Department Leadership  

• Manage and lead the Sales department in alignment with business goals and growth targets. 
• Oversee sales pipeline processes, lead follow-up procedures, and performance tracking. 
• Supervise sales staff performance and provide feedback and support for improvement. 
• Oversee industry convention participation and on-site client visit planning; attend in place of the Sales Representative when necessary. 

Case Lifecycle & Operational Oversight  

• Supervise the case management and dispatch team responsible for end-to-end service delivery. 
• Monitor operational KPIs such as turnaround time, communication quality, and client satisfaction. 
• Identify workflow inefficiencies and implement systems for improvement. 

Strategic & Financial Management  

• Manage departmental budgets, including forecasting and resource planning. 
• Track revenue generation, profitability, and client engagement metrics. 
• Provide strategic insight and contribute to company-wide planning as part of the leadership team. 
• Report insights and recommendations to senior leadership for data-driven decision-making. 

Qualifications  

• 5+ years of experience in customer service management, client relations, or sales; 2+ years in a leadership role. 
• Proven success as a leader and manager, with a strong understanding of employee discipline processes. 
• Ability to lead productive, constructive conversations with team members and executive leadership. 
• Experience and success managing departmental budgets and financial targets.
• Strong grasp of sales pipeline strategy, CRM management, and performance reporting. 
• Excellent communication, leadership, and organizational skills. 
• Proficient in Microsoft Excel and other Microsoft Office applications. 
• Experience using CRMs and support platforms such as JIRA, Salesforce, or HubSpot. 
• Background in legal, case management, or service-based industries is a plus. 
• Understanding of the Business system “EOS” is a plus. 

Why Join Us?  

• Be part of a purpose-driven team committed to supporting justice and client success. 
• Join our executive leadership team and help shape the future of our growing company. 
• Lead a high-impact department with the autonomy to make a measurable difference. 
• Collaborate with a passionate, forward-thinking leadership team. 
• Enjoy growth opportunities, a supportive culture, and clear performance expectations. 

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