ADP is hiring a Director, Client Engagement. Insightful Expertise is a core value at ADP. In National Account Services, it's one of the reasons the world's largest companies - including 80% of the Fortune 500 - count on our solutions. We bring the proven expertise and responsiveness of one company and one team dedicated to unparalleled partnership and an unwavering relationship with our clients. We are a passionate partner committed to their success - and are looking for like-minded individuals who want to be part of our winning team.
The Client Experience and Innovation team is responsible for developing the Client Experience roadmap, setting strategic direction and overseeing the execution of all initiatives relating to the "Client Experience" which includes Net Promoter System (NPS), analysis of client feedback, closed loop process, Voice of the Client programs and initiatives, and Client Programs. Communicates the status of Client Experience and Innovation initiatives, challenges, tactics and strategy to field leadership, Business Unit Senior Leadership Team and on occasion will provide BU updates to ADP Executive Committee. Additionally, assures that the voice of the client is represented in decision making at all levels of the organization.
The organization is goaled with driving increased NPS, increasing number of Referencable Clients, maintaining Client retention levels, improved productivity across the NSC's and improving Associate engagement.
The Director, Client Engagement will lead the strategy regarding NAS's Client Engagement activities (including Client Summits, Client Advisory Boards and Meeting of the Minds) and overall Client Retention strategy, including NAS lead for Ambassador Rewards and the Closed Loop Feedback Process.
At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.
We strive for every interaction to be driven by our CORE values: Iinsightful Expertise, Integrity is Everything, Service Excellence, Inspiring Innovation, Each Person Counts, Results-Driven, & Social Responsibility.
RESPONSIBILITIES:
Client Retention Strategy:
Produces and evaluates insightful analytics and provides consolidated information with relevant reports that identify metrics/trends that lead to the creation and implementation of key client retention strategies.
Analyze voice-of-customer metrics (NPS, Case statistics etc.), Financial Data (Revenue and expense items), Marketing/Sales data (value prop, positioning, product features etc.) to assess internal effectiveness in delivering services/technology to the market and identify opportunities.
Partners with Retention leaders in Regions and BES to implement.
Leverages client economics and segmentation to prioritize and focus on projects that positively impact client loyalty which will be a significant contributor to organic growth.
Map clients' end-to-end client experience including the customer journey across market segments and distribution systems (sales channels).
Oversees the creation and execution of the closed loop program to ensure client feedback is acted upon to drive business process innovation, improvements and addressed timely with updates to both clients and associates.
NAS lead for Ambassador Rewards Program, including develop and execution of campaigns, incentive programs and opportunities to expand within organization.
Client Engagement Strategy:
Identifies and provides strategic direction for driving new opportunities for NAS clients resulting in expanded business opportunities.
Drives existing Client Engagement activities (including regional Client Summits, Meeting of the Mind, Client Advisory Boards) to identify key trends and execute upon initiatives that enhance the client experience.
Align with Senior Management to make optimal use of client feedback and market information to enhance product offering.
Develops and manages cross-functional team to secure optimal client participants, defines agenda, content and identifies appropriate facilitators and ambassadors.
Manages vendor/partner relationships, contract and budget management.
Develops and maintains metrics to demonstrate success of Client Engagement programs.
Other:
Supports Leadership Team in ensuring that the voice of the client is represented in decision making at all levels of the organization.
Uses business analytics and intelligence to provide proactive insight to all relevant stakeholders to create and drive change to improve the client experience and client loyalty.
Develops strategies to address opportunities to improve the associate and client experience by collaborating with senior leadership on solutions, execution and measures of success.
Executes upon NAS strategic initiatives to include BPI and Kaizen outcomes. Partners with BES to execute.
Works effectively with Employer Services peers in to share best practices, tools and process and the leveraging of resources that may be critical to the success of NAS and our clients.
Evaluates the implication of recommended initiatives and effectively communicates impact and resolutions to affected business groups and their senior or executive leaders.
QUALIFICATIONS REQUIRED:
Minimum of 6-8 years of experience in a customer/client centric or customer/client advocacy roles in a high performance service environment that has consistently demonstrated World Class Service comparable to ADP's mission with significant measurable results.
Bachelor's Degree or the equivalent in education and experience.
Change Management experience is required.
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