Client Experience Manager

Hite Digital is seeking a dedicated Client Experience Manager, also known as a Pod Leader, to oversee a team of 10-12 professionals and manage a portfolio of recurring revenue. This role is central to our client-facing operations, requiring deep product knowledge across SEO, Google Ads, Facebook Ads, Web development, and Branding to ensure high-quality service delivery and client satisfaction.

Key responsibilities

• Manage team members by overseeing daily workloads, coordinating time off, and providing consistent coaching and training through regular 1:1 meetings.
• Act as a primary point of escalation for critical information to the VP of Client Experience to ensure operational alignment.
• Drive client retention efforts by actively participating in communications and providing strategic support for large-scale projects.
• Assist our franchisees with specific account needs and support leadership with various organizational initiatives.

Requirements

• Minimum of 2 years of professional experience within Hite Digital.
• Exceptional organizational skills with the ability to manage complex tasks and multiple priorities effectively.
• Exemplary communication skills, capable of navigating difficult conversations with both internal teams and external clients.
• Strong emotional intelligence and the ability to maintain composure in high-pressure situations.

What we offer

• The opportunity to lead and mentor a talented team in a fully remote environment.
• Direct involvement in high-level strategy and client success initiatives.
• A collaborative culture focused on professional growth and operational excellence.