Client Experience Manager Job Description
Client experience manager
provides input, analysis and perspective to business leaders on the development and implementation of strategic programs for Business Banking that enhance the frontline’s ability to deliver against targets and provide an excellent client experience.
Client Experience Manager Duties & Responsibilities
To write an effective client experience manager job description, begin by listing detailed duties, responsibilities and expectations. We have included client experience manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Assists in creating, editing, or reviewing both external marketing materials and internal communications for all impacted audiences related to the initiatives to ensure their accuracy, message consistency and alignment with strategic direction
Act as primary point-of-contact for Client Experience Team supporting sales functions
Manage first responses to general inquiries mailbox
Coordinate with vendors and external support services
Partner with subject matter experts across the firm to deliver information and materials to Sales and Account Managers
Attend and coordinate client meetings
Performs other related sales support and administrative duties and participates in special projects as assigned
You will work alongside the Executive Team to develop both employee and client engagement structures and communication plans providing direct support to the Executive Team
Develop in-depth understanding of clients' needs and preferences
Ability to shape strategy and influence direction/decisions in digital experience across banking, brokerage, financial planning, insurance products both acquisition and servicing and across various channels – desktop, mobile, voice and social
Client Experience Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Client Experience Manager
List any licenses or certifications required by the position: PMP
Education for Client Experience Manager
Typically a job would require a certain level of education.
Employers hiring for the client experience manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Management, Education, Communication, Business, General Education, Marketing, MBA, Communications, Computer, Leadership
Skills for Client Experience Manager
Desired skills for client experience manager include:
Ability to consult and prioritize client needs
Financial products and banking regulations
Investments
Trust and Credit
Mercer products and services offers is of great benefit
Excel
ATM systems
Ability to conduct daily and strategic activities in an organization's sales function
Ability to coordinate multiple and diverse options for selling an organization's products and services
Ability to develop sales plans that are future-oriented
Desired experience for client experience manager includes:
Interacts directly with clients via appropriate method
Interacts and supports the Client Relationship Manager
Documentation of new processes and update existing documentation to keep it current
Train new and existing personnel on current processes and procedures
Create a positive and productive environment within the department
Ability to flourish when working under pressure in a team environment
Client Experience Manager Examples
1
Client Experience Manager Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of client experience manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client experience manager
- Act as an enabler for digital client experience activities, delivering best practices, tools and guidance across the organization and work in close collaboration with other internal teams to identify and prioritize client experience projects
- Must be comfortable working with all levels of the organization – will routinely be working with Director, VP, SVP and Executive level members
- Lead project teams comprised of both senior and junior level members, of which both internal and external (vendor) members may be represented on the team
- Develop journey maps focused on identifying the customer journey/experience while determining moments that matter, pain points, signature moments
- Develop client personas through appropriate tools, research and insight
- Work with 3rd party digital agencies and internal partners to influence and create future state experience design
- Engage and advise cross-functional teams on implementing improvements and recognizing innovation opportunities
- Integrate closed loop processes in to improvement initiatives
- Ensures that a Voice of the Client program is integrated into key processes and that client insights are used proactively in most areas of the business (product design, policies, campaigns)
- Maintain effective fiscal management of your caseload by monitoring metrics (gross margin, OT, unfilled hours)
Qualifications for client experience manager
- Knowledge or experience of the hotel/hospitality industry
- Ready to work in shifts if required
- Computer proficiency in MS Project, MS Access
- Eligible candidates may receive a special payment to assist with relocation
- Experience in advertising/design agency
- Knowledge of sales principles, processes, techniques and tools
2
Client Experience Manager Job Description
Job Description Example
Our innovative and growing company is looking to fill the role of client experience manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for client experience manager
- Develop the Client Experience roadmap, setting strategic direction and overseeing the execution of all initiatives relating to Client Experience
- Be a subject matter expert and cultural ambassador for client experience, helping the business to design and operationalize a truly world-class client experience across every program and channel experience
- Partner with, and support various functions and teams to develop, manage, and drive a comprehensive current and future state client experience strategy while building an operational roadmap to bring those strategies to life
- Track competitor presences and industry trends to evolve digital, social, CRM, and analytics capabilities and stay ahead of the curve
- Analyze and synthesize data to identify and apply key insights/trends to inform the client experience strategies
- Formulate customer journey mapping for an end-to-end client experience
- Identify the people, process, and technology capabilities required to deliver desired client experiences in market, and then plan for the implementation of those experiences
- Drive a deep understanding of how organizational and business-level strategies shape the client experience, while influencing decision makers to refine/rethink direction to always deliver an enhanced experience
- Team with Digital/Social and CRM and Analytics Leads to develop training, enablement and best practices to help H&PS marketing team members understand and improve how they leverage digital and social channels
- Build compelling and insightful data-driven presentations for marketing leadership, along with scorecards/dashboards/ target metrics, driving the client experience priorities and agenda
Qualifications for client experience manager
- Years in a Call Center Management type role
- Strategy consulting experience highly preferred
- Prior experience managing direct reports highly preferred
- Experience in retail or ecommerce preferred
- 5+ years of successful experience in client experience field with client facing experience
- Ability to understand another’s feelings
3
Client Experience Manager Job Description
Job Description Example
Our company is growing rapidly and is hiring for a client experience manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for client experience manager
- Own responsibilities for executional leadership of multiple client programs, budgets, plans
- Contribute to development of tactical plans, translating strategies into tactics
- Facilitate cross-functional team integration
- Manage client expectations by building strong client relationships, confidence and trust
- Ensure adherence to quality standards, timelines and budgets
- Proactively support and suggest improvements and new ideas to exceed client expectations by leveraging industry knowledge and experience
- Contribute to the career growth of junior team members, serving as mentor and role model
- Demonstrate financial acumen in the areas of budgeting, billing and staffing
- Effectively leading projects with the primary goal of achieving and exceeding clients’ marketing objectives
- Build creative/strategic documents and presentations – with guidance from senior leadership
Qualifications for client experience manager
- Setting survey strategy for client surveys, including Relationship, Implementation & Transaction
- Managing client survey process, ensuring Ssurvey client base is representative of Major Accounts client base and monitoring accuracy of client data in survey invitations
- Leading bi-monthly Client Experience Champion (Field leaders) meetings for both Service and Implementation and periodic Closed Loop Owner focus groups to identify and solve client challenges
- Assess opportunities to optimize Closed Loop process, including aggregating and actioning data from Closed Loop conversations with clients
- Developing trainings as needed to educate the Field regarding changes to survey tools, data & reporting
- Experience using Medallia, Tableau or text analytics tools such as Clarabridge a plus
4
Client Experience Manager Job Description
Job Description Example
Our innovative and growing company is looking for a client experience manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for client experience manager
- Present agency recommendations and point-of-view to clients
- Maintaining direct, timely and appropriate communication with clients, team members, and account leadership
- Provide mentorship and guidance for junior staff
- Help build positive, long lasting client relationships
- Focus on the client impact to change events (conversions, migrations ) and major initiatives
- Serve as day-to-day client contact
- Serve as writer/editor and help set direction on development of press releases, messages and other press materials
- Gain deep understanding of audiences and translate insights into compelling narratives, campaigns and communication strategies to achieve desired business outcomes
- Develop media relations strategies, goals, media targets and pitch angles that require minimal input from senior team leadership
- Ability to read, comprehend and apply scientific data and research to communications deliverables
Qualifications for client experience manager
- Participate in all phases of client journey mapping projects, from analysis through execution of solutions
- 6+ years of experience in strategy, analytics, client advocacy or client management, preferably in a B2B company
- Strong analytical skills - experience with developing strategic insights from data analytics
- Strong communication skills -- excellent verbal presentation and deck writing skills
- Track record of promotion in past roles
- Minimum of 7-10 years’ experience in client services, marketing, customer experience and insights and/or digital product development experience
5
Client Experience Manager Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of client experience manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for client experience manager
- Quickly learn and own client legal/regulatory document review process and ensure flawless execution
- Collaborate with senior leaders to lead teams social media and content marketing tactics, while also leading and developing more junior team members to achieve success
- Manage timelines and client deliverables
- Help develop long term plans and program recommendations for clients
- Execute on strategies, proposals and oversee ongoing local events
- Develop and execute on media strategies and pitch media (both trade and top tier)
- Serving as day-to-day global account support including, but not limited to, managing media outreach and strategy, influencer engagement, research, content creation, and large creative projects (video, digital, social ) in order to deliver strategic work on deadline
- Strategic plan development for both traditional PR, content marketing, research, advocacy, paid media, and social media programs
- Critical writing and general content development (draft plans, fact sheets, talking points, strategic recommendations, message architectures)
- Reviewing and editing of content to align with strategy and audience needs
Qualifications for client experience manager
- UX/UI experience a plus
- Minimum 15 years of digital/social marketing experience
- Master’s Degree in Marketing, Business, or MBA
- Proven track record of successful digital and social strategy creation and program execution
- Experience and ability in Salesforce (or other CRM systems)
- Track record of successfully driving marketing analytics to improve marketing ROI