Client Experience & Retention Coordinator

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: TYPE OF WORK

Any

: SALARY

$3.50 per hour

: HOURS PER WEEK

40

: DATE UPDATED

Apr 18, 2026

JOB OVERVIEW

Role Purpose

This role exists to ensure every client consistently feels valued, remembered, and taken care of. The coordinator manages all client relationship touchpoints including emails, handwritten cards, mailers, gifts, and follow-ups to increase retention, referrals, and long-term loyalty.

This is a process-driven relationship role, not a sales role.

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Core Outcomes (What Success Looks Like)
• Every client receives consistent, timely communication
• No client goes 90+ days without a touchpoint
• High-value clients receive personalized experiences
• Referral and review activity increases
• Retention improves year over year
• All touches are logged and trackable
• Communication tone stays warm, professional, and personal

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Daily Responsibilities
• Send scheduled relationship emails (welcome, check-ins, birthdays, anniversaries)
• Monitor CRM or tracking sheet for daily touch triggers
• Log all client interactions and touchpoints
• Flag important client replies for Trey
• Ensure no missed scheduled communications
• Track referral mentions and client milestones
• Maintain clean, accurate client data

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Weekly Responsibilities
• Generate “clients not touched in 60–90 days” list and execute outreach
• Prepare and mail handwritten thank-you cards
• Trigger cookie or gift sends based on system rules
• Send check-in emails to recent new clients
• Update referral tracking list
• Review retention touch schedule for upcoming week

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Monthly Responsibilities
• Execute monthly value/education email campaign
• Run client appreciation outreach
• Send policy review invitations
• Prepare renewal relationship touches
• Review and update VIP client list
• Generate report:
• Touchpoints completed
• Client responses
• Reviews generated
• Referrals logged

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Quarterly Responsibilities
• Initiate full policy review outreach
• Execute VIP appreciation gift process
• Run retention audit (identify at-risk clients)
• Review client experience consistency
• Update milestone calendar (birthdays, anniversaries, renewals)

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Systems & Process Management
• Follow defined client touchpoint timeline
• Use CRM or tracking sheet daily
• Execute email templates accurately
• Maintain brand tone in all communication
• Trigger gifts and mailers based on rules
• Follow escalation process for client concerns
• Ensure zero missed scheduled touches

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Required Skills & Traits
• Detail-oriented and highly organized
• Strong written communication with warm tone
• Consistent and reliable with repetitive systems
• Process-driven mindset
• Able to manage deadlines and scheduling
• Comfortable tracking data and logging interactions
• High level of responsibility and ownership

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Preferred Experience
• Customer service or client experience role
• CRM or database tracking experience
• Email campaign or communications experience
• Administrative or coordination work
• Experience handling client communications professionally

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Client Experience & Retention Coordinator

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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