Client Experience Manager - Team Lead
- London
- Permanent
- Full-time
- 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
- 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.
- 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.
- 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.
- 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.
- 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.
- +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.
- 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.