Client Experience Manager

At Capital Economics, we deliver independent macroeconomic and thematic insights through our real-time digital platform, challenging the status quo and partnering for our clients' success. We don't simply echo the mainstream views; our Economists originate the insights that matter, offering a new perspective that drives superior investment outcomes and profitable decisions. Our comprehensive coverage spans over 100 economies, and supports banks, financial and commodity markets and real estate sectors. By leveraging our bold insights, real-time and proprietary data services and analysis, clients receive differentiated value, and investors uncover profitable opportunities and identify risks that others miss. We don't just repeat and report the consensus headlines; using our unique methodologies we challenge them. We provide each member of our community the critical edge needed to navigate complex financial landscapes and make informed, profitable investment decisions. As a Client Experience Team Lead at Capital Economics, you will oversee strategic relationships with high-value clients while leading a team of Client Experience Managers. This player‑coach role combines direct client ownership with leadership responsibilities, driving both individual and team success in delivering exceptional client outcomes. You will be responsible for ensuring clients derive exceptional value from our products and services, while driving platform adoption, engagement and long‑term retention. This role requires deep commercial acumen, regional or segment specific expertise and a proactive approach to client lifecycle management. As a team lead, you’ll also mentor and develop team members, foster a culture of excellence and innovation, and contribute to the evolution of the Client Experience function. This role offers a pathway to broader leadership roles where you will drive strategy, scale operations, and influence company‑wide client experience outcomes. Key Responsibilities Client Lifecycle Management Own the end‑to‑end client journey from onboarding through renewal, ensuring consistent value realization and long‑term satisfaction. Develop and execute tailored success plans aligned to client pain points, success metrics, and platform usage. Monitor client health scores and engagement metrics to proactively manage risk and retention. Guide team members in developing account/game plans, ensuring consistency and alignment with best practice User Experience & Adoption Drive platform engagement by identifying usage gaps and delivering targeted adoption strategies. Tailor onboarding and engagement strategies to user personas, ensuring relevance and impact across varied roles and use cases to maximise adoption. Champion user experience improvements by identifying friction points and proposing scalable solutions. Support the team in designing scalable onboarding and adoption programs that reflect user personas and segment needs. Strategic Account Management Manage a portfolio of high‑value accounts within a defined sub‑region or customer segment, applying deep contextual understanding to drive value and customer outcomes. Regularly engage with and present to C‑suite stakeholders, fostering strategic relationships while identifying and cultivating client advocates to support long‑term partnership and account growth. Maintain a disciplined and proactive approach to pipeline management, ensuring accurate forecasting, timely progression of opportunities, and strategic prioritisation. Lead complex commercial negotiations that creatively expand use cases, aligning client needs with Capital Economics’ capabilities in a strategic and scalable manner. Identify expansion opportunities and collaborate with internal teams to drive upsell/cross‑sell initiatives. Design and deliver ideal customer outcomes tailored to the unique needs of strategic and enterprise accounts and customer segments, ensuring measurable impact and long‑term value. Support team members in navigating complex stakeholder environments and expanding use cases. Value Selling & Commercial Acumen Apply MEDDPICC methodology to qualify opportunities, uncover pain points, and drive value realization. Use commercial playbooks to ensure consistency and compliance in client interactions. Maintain a disciplined and proactive approach to pipeline management, ensuring accurate forecasting, timely progression of opportunities, and strategic prioritisation. Feedback & Product Collaboration Act as the voice of the client internally, providing structured feedback to Economist, Product, and Marketing teams. Participate in product ideation sessions to shape future product enhancements based on client needs. Contribute to strategic initiatives that improve client experience, retention, and growth. Examples include leading client roundtable events, customer advisory boards and thought leadership forums that deepen engagement, promote client advocacy and uncover new use cases. Represent the Client Experience team in cross‑functional interactions, ensuring client insights inform strategic decisions. Leadership & Influence Lead, coach, and develop a team of Client Experience Managers, fostering a high‑performance culture focused on client outcomes and continuous improvement. Set clear goals and expectations, provide regular feedback, and support professional development through mentoring and training. Act as a role model for strategic thinking, client storytelling, and value‑based engagement. Foster a collaborative and inclusive team culture, encouraging innovation, accountability, and continuous learning. Monitor team performance metrics and client outcomes to identify coaching opportunities. Collaborate with senior leadership to shape team strategy, resource planning, and operational excellence. Drive adoption of best practices, playbooks and tools across the team to ensure consistency and scalability. The ideal candidate will meet some or all of the following qualifications +5 years’ experience in Client Success, Account Management or Customer Experience roles in B2B Financial Services environment. Proven experience managing strategic or enterprise‑level accounts, ideally with regional or segment‑specific expertise. Experience leading or mentoring others, with a track record of developing talent and driving team performance. Ability to balance strategic thinking with hands‑on execution in a client‑centric environment. Experience with value selling frameworks (e.g., MEDDPICC) and commercial negotiation. Strong understanding of user engagement strategies and lifecycle management. Familiarity with macroeconomics and its relevance to financial decision making is desirable. Proficiency in CRM and analytical tools (e.g., Salesforce, Tableau). Excellent communication, stakeholder management and problem‑solving skills. Organised, proactive and capable of managing complex portfolios. Passion for delivering excellent service and advocating for client needs. We offer world class training including comprehensive coaching on value selling including AI generated persona role plays. If you are passionate about driving client success and want to be part of a dynamic team, we encourage you to apply. Please submit your CV along with a cover letter detailing your suitability for this role. Capital Economics is committed to equality, inclusion and diversity. We encourage applications from all candidates regardless of ethnicity, religion or belief, gender, sexual orientation, age, disability or gender identity. If you need reasonable adjustments to be made to the application process to ensure you are not at a disadvantage to other candidates, please include this in your cover letter. This is applicable if you have a disability or if you are neurodiverse/hold neurodiverse traits. Good annual leave (25 days plus your birthday) & sick package (10 days) Salary sacrifice pension scheme Life assurance 24 hour online GP Health Assured (Employee Assistance Programme) Hybrid working Flexible working policy Training & development Good additional maternity and paternity policies Bike to work scheme Thriving social committee. #J-18808-Ljbffr