Client Experience Manager

2 weeks ago

London, United Kingdom CPL Specialist Full time

**Job Title: Client Experience Manager**

**Location: UK**

**Job Summary**

The Client Experience team is responsible for managing the operational relationships with Clients, acting as a point of escalation for all issues and supporting the Customer Success team for programme expansion.

Duties of the Client Experience Manager include:

- Responsible for maintaining and enhancing Client relationships.
- Point of contact and escalation for our Clients - act as the key interface between the Client and all relevant internal teams, monitoring the resolution of issues and working with teams to identify root cause and drive performance improvement.
- Raising support tickets and change requests on behalf of Clients, monitoring and reporting back progress.
- Ensure the Client base is kept informed of business issues and developments.
- Assisting the Customer Success team with RFP’s and tendering where necessary.
- Generate innovative ideas to support Clients and boost brand awareness.
- Stay up-to-date with product launches and provide support to Clients and the sales team.
- Use Client feedback to improve Client experience.
- Provision of regular service level reports to Clients.
- Create and manage regular reporting of Client activities such as financial performance. compared to goals; trends and profitability analysis; and other performance metrics.
- Work directly with third parties to support Client infrastructure such as the card processors, fulfilment houses, and schemes.
- Representing the firm at Industry events and conferences

**Requirements of the role**:

- Ability to communicate, both written and verbal, at all levels, fluent in English
- Previous experience in Client Experience Management
- Relationship building skills and ability to remain calm under pressure essential
- Background in Financial Services
- Comfortable with technology
- Highly self-motivated.

**Reporting**

Senior Client Experience Manager

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