Senior Manager of Client Experience

Position: Senior Manager of Client Experience 

Reports To: Director of Operational Efficiency 

Travel: ~10% (as needed for key events and leadership meetings) 

Location: Remote 

Compensation: $90,000 – $100,000 / annually 

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Robbins Research International, the global leader in personal development and peak performance strategy, is on a mission to transform lives. Led by Tony Robbins, we inspire millions through world-class programs, immersive events, and innovative tools designed to help individuals and businesses achieve lasting success. 

Job Overview 

We are seeking an experienced and dynamic Senior Manager of Client Experience to lead, unify, and elevate our Client Experience teams. In this pivotal role, you will oversee the design and implementation of scalable strategies and workflows, ensuring exceptional service delivery that meets and exceeds client expectations. The ideal candidate is a strategic thinker with a passion for operational excellence and a deep commitment to creating transformative, client-centered experiences. 

As Senior Manager, you’ll be responsible for optimizing team performance, fostering a culture of accountability, and driving meaningful client connections across all touchpoints, including in-person and virtual events. 

This role includes direct involvement in in-person and virtual events, ensuring seamless client experience execution. You will work cross-functionally to oversee logistics, support on-site teams, and proactively address client needs during key event touchpoints. 

KEY RESPONSIBILITIES 

At-Event Responsibilities: 
This role includes direct involvement in in-person and virtual events, ensuring seamless client experience execution. You will work cross-functionally to oversee logistics, support on-site teams, and proactively address client needs during key event touchpoints. 

Leadership and Team Development 

• Lead and integrate our Client Experience teams into a cohesive, high-performing unit, fostering a culture of excellence and passion for transforming lives. 

• Coach and develop team members to meet or exceed performance standards, cultivating a deep sense of purpose and commitment to client success. 

• Partner with cross-functional leaders to ensure alignment in support strategies across departments, ensuring every client touchpoint aligns with our mission of personal transformation. 

Strategy and Operations 

• Develop and implement scalable processes and workflows that enhance efficiency while maintaining exceptional service quality and a personalized touch. 

• Utilize data-driven insights to drive strategic decision-making, ensuring our strategies support clients' journeys with heart and empathy. 

• Optimize team resources to achieve a lean, agile structure while ensuring clients feel supported, valued, and inspired every step of the way. 

Performance Management 

• Establish and track measurable performance goals to elevate key metrics (CSAT, NPS, FCR) by at least 10% in 2025 while focusing on emotional connection and meaningful impact. 

• Implement quality assurance tools and systems to monitor and enhance team effectiveness, ensuring impactful and inspiring client interactions. 

• Leverage AI and automation solutions to optimize support, freeing up human resources to provide deeper, more meaningful client engagement. 

Client Engagement & Relationship Building 

• Cultivate deep, lasting relationships with clients by ensuring every interaction is infused with care, empathy, and a passion for changing lives. 

• Act as a trusted advisor, guiding clients through their journey with encouragement, inspiration, and actionable insights to help them achieve their personal and professional goals. 

• Identify opportunities to proactively address client needs, ensuring their experience reflects the transformational power of the Tony Robbins brand. 

• Champion a client-first mindset across the organization, advocating for continuous improvements that enhance connection, trust, and loyalty. 

Event Support and Execution 

• Oversee client experience support for both in-person and virtual events, ensuring seamless logistics and an unforgettable experience that reinforces our mission. 

• Collaborate with internal teams to provide on-the-ground leadership and ensure clients leave feeling empowered and inspired. 

• Serve as the escalation point for critical client concerns during events, addressing challenges with empathy and a solutions-oriented mindset. 

Qualifications 

Required Skills and Experience 

• 5-7 years of experience in Client Experience, Customer Success, or related roles, with at least 3 years in a leadership position. 

• Proven track record of transforming teams into high-performing, client-focused units. 

• Demonstrated ability to improve key performance metrics (CSAT, NPS, FCR) and drive measurable outcomes. 

• Experience designing scalable, repeatable processes to support operational growth. 

• Familiarity with tech tools, specifically, Salesforce, Asana, and Zoom, with a strong aptitude for leveraging data to inform strategy. 

Key Competencies and Soft Skills 

• Strategic Thinker: Ability to align client experience initiatives with business objectives while maintaining a long-term vision. 

• Empathetic Leader: Skilled in building relationships, understanding client needs, and fostering a culture of trust and collaboration. 

• Data-Driven Decision Maker: Analyzes insights to drive strategic improvements and optimize performance. 

• Solution-Oriented Approach: Provides critical thinking and a steady presence under pressure to navigate challenges effectively. 

• Highly Organized: Excels at creating structure and consistency, ensuring processes run smoothly and efficiently without disruption. 

• Adaptable & Agile: Thrives in a dynamic environment and embraces change with a growth mindset. 

DNA of the Ideal Candidate 

• Mission-Driven: Deeply connected to the mission of transforming lives through Tony Robbins' work. 

• High Accountability and Drive: Operates with hunger, discipline, and a relentless focus on performance excellence. 

• Client-Centric Innovator: Continuously seeks to enhance client experiences through creative solutions and process improvements. 

• Team Builder: Excels in fostering camaraderie, ensuring a unified team aligned with organizational goals. 

Why Join Us? 

This is a unique opportunity to shape the future of Client Experience at Robbins Research International. In this role, you’ll have the chance to: 

• Implement impactful strategies that transform client engagement. 

• Lead a passionate, high-performing team aligned with a mission that changes lives. 

• Collaborate with a supportive leadership team dedicated to innovation and growth. 

Application Instructions 

We want to hear directly from you on why YOU are the best candidate for this position. To be considered, please complete the following steps: 

1. Click Apply, and complete the application and candidate survey via Hireology. 

2. Complete the SPARKHIRE video interview introducing yourself and sharing additional background on your experience: [https://hire.li/VouUC-Nrceg0JS9GuFQ2G] 

About Robbins Research International, Inc. 

At Robbins Research International, we don’t just create programs; we transform lives. Our culture thrives on adding extraordinary value to people and redefining what’s possible. Founded by Tony Robbins, we empower individuals and organizations to achieve sustainable growth and success. Join us in delivering world-class experiences that make an impact.