[Hiring] Senior Client Experience Manager @IM LLP

Role Description

As a Senior Client Experience Manager, you will lead a client experience and propositions team to identify improvement opportunities and further develop our product and service offer. You'll also be responsible for developing and managing our client referral programme across all business units. Working closely with business leaders, experts, and Group Services teams, you'll use KPI's, insight, design and 'end-to-end' thinking as the driver for customer centric change, additional revenue opportunities and service offerings and improvements. Developing and embedding a personalised, seamless, and supportive experience, which increases recommendation, word of mouth and reputation. You'll be the driving force behind a client-focused culture, communication, and the voice of the client across group wide change programmes.

• Strategic Customer Centric Delivery:
  • Collaborate with the Head of Client Experience & Insight to enhance customer performance and reinforce our brand identity.
  • Shape the strategic development of our customer value proposition to clearly differentiate us from competitors.
  • Prepare business cases that demonstrate NPS, lifetime customer value, and retention ROI for customer-focused improvements.
• Customer Experience and Proposition Development:
  • Refine our client offerings by integrating customer insights and leveraging new technologies to enhance overall experiences and drive revenue.
  • Monitor and interpret customer experience metrics to develop strategies that improve interactions.
  • Evaluate the customer journey to identify areas for improvement and create additional revenue opportunities.
• Subject Matter Expertise (SME):
  • Champion customer advocacy and foster a client-led culture across all teams.
  • Be an expert in NPS management and customer-centric initiatives, driving customer-focused changes.
  • Stay informed about competitors' customer experience offerings to identify opportunities for differentiation.

Qualifications

• Experience as a customer experience manager, with a strong track record of implementing customer focused change and improvements within a large-scale service delivery business.
• Knowledge of the industry and strategic client engagement and insight experience.
• Experience in handling complex situations that require synthesizing multiple sources of information, including unique scenarios that have not previously arisen.
• Commercial acumen and financial understanding - setting, meeting and delivering to forecast targets.
• Experience of preparing and socialising business and benefit cases which encompass, retention, additional revenue and NPS related return on investments for customer focused improvements or product offerings.
• Customer focused leadership skills to encourage and inspire customer centricity business wide and achieve continued improvement of service delivery.
• Experience of Design Thinking methodology and implementing customer journey management processes.
• A customer centric mind-set, able to credibly operate as the voice of the customer within business discussions and projects.
• Line management, coaching and people development experience.
• Experience of recruiting and developing a high performing team.
• Extensive experience of leading and influencing senior leader stakeholders.
• Excellent influencing skills - capable of engaging with senior stakeholders and winning support from legal partners.
• Resilience and a change focused attitude.
• Drive and ambition to improve customer processes and services, able to work independently and in an agile approach.
• Inquisitive mind-set and has the ability to look beyond the norm and find new ways of working.
• Excellent communication.

Benefits

• 25 days' holiday as standard, rising to 28 days depending on role level, plus bank holidays and the option to purchase additional leave.
• Opportunities to share in our success through annual pay and bonus review processes for eligible colleagues.
• Health and wellbeing support, including Westfield Health and Digital GP access.
• Competitive pension arrangements to help you plan for the future.
• Two paid volunteering days every year to support causes that matter to you.
• Access to a range of colleague discounts and lifestyle benefits to support you both inside and outside of work.
• A wide range of well-being initiatives to encourage positive mental health both in and out of the workplace.