Job 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.

As a Director of Customer Experience, you will

• 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.

What You Bring to the Role

Requirements

• 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.

What you can expect from us:

• 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

Benefits Information:

Cherry Bekaert cares about our people. We offer competitive compensation packages based on performance that recognize the value our people bring to our clients and our Firm. The salary range for this position is included below. Individual salaries within this range are determined by a variety of factors including but not limited to the role, function and associated responsibilities, a candidate’s work experience, education, knowledge, skills, and geographic location. In addition, we offer a comprehensive, high-quality benefits program which includes annual bonus, medical, dental, and vision care; disability and life insurance; generous Paid Time Off; retirement plans; Paid Care Leave; and other programs that are dedicated to enhancing your personal and work life and providing you and your family with a measure of financial protection.

Pay Range:

$186,200

About Cherry Bekaert

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. For more details, visit https://www.cbh.com/disclosure/

Cherry Bekaert provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, citizenship status, protected veteran status, disability status, or any other category protected by applicable federal, state or local laws. https://careers.cbh.com/legal-disclosures/ contains further information regarding the firm's compliance with federal, state and local recruitment and hiring laws.

This role is expected to accept applications for at least five calendar days and may continue to be posted until a qualified applicant is selected or the position has been cancelled.  

Candidates must demonstrate eligibility to work in the United States. Cherry Bekaert will not provide work sponsorship for this position.

Cherry Bekaert LLP and Cherry Bekaert Advisory LLC are members of Allinial Global, an accountancy and business advisory global association. Visit us at  https://careers.cbh.com/ and follow us on LinkedIn, Instagram, Twitter and Facebook. 

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