Client Experience Director

The Client Experience Director serves as the strategic and operational leader responsible for ensuring the flawless execution of Stratoscope Consulting’s projects and events. This role is responsible for orchestrating all phases of event execution – from initial scope development and budgeting through on-site delivery and post-event analysis.

Requirements

• Serve as the primary point of contact for assigned clients throughout all phases of the project lifecycle.
• Lead client-facing strategy sessions, planning meetings, and pre-event coordination calls.
• Translate client objectives into actionable operational plans, ensuring every detail is captured and executed flawlessly.
• Manage and guide cross-functional project teams – including Project Operations, Staffing, and vendor partners – to ensure seamless delivery.
• Establish and maintain long-term client relationships built on trust, transparency, and performance excellence.
• Oversee all planning documentation including crowd management plans, staffing maps, RFPs, and event budgets.
• Manage the creation, tracking, and approval of project budgets, ensuring profitability and accuracy in forecasting.
• Lead on-site operations as the senior Stratoscope representative – conducting daily briefings, managing incident reporting, and ensuring adherence to safety protocols.
• Coordinate with local law enforcement, emergency management, and venue representatives to ensure full compliance and risk mitigation.
• Execute and deliver Daily Reports, Incident Logs, and After Action Reports (AARs) summarizing event performance, metrics, and recommendations.
• Mentor and develop team members within the Client Experience department, promoting accountability, professionalism, and excellence.
• Collaborate closely with the Project Operations and Business Operations departments to ensure all project elements – budgets, staffing, logistics – align seamlessly.
• Support recruitment, onboarding, and training efforts for new team members as the department scales.
• Represent the Client Experience function in internal leadership meetings, providing visibility into client outcomes, project performance, and departmental initiatives.

Benefits

• Medical, dental, and vision coverage
• Multiple medical plan options with preventive care, prescription coverage, telemedicine, and mental health support
• Tax‐advantaged accounts, including FSA, Dependent Care FSA, and HSA, employee support programs, and company-paid life and AD&D insurance
• 401(k) retirement plan with a 3% employer safe‐harbor match, with quarterly enrollment for new hires
• Unlimited Paid Time Off
• Coverage and eligibility determined by plan rules; enrollment occurs within 30 days of eligibility medical coverage begins on the date of hire or the first of the following month