Manager, Client Experience

Summary

The Client Experience Manager oversees client satisfaction across the Americas to drive loyalty and retention. This role monitors client feedback and performance, supports regional and headquarters initiatives, and builds a client satisfaction community.

Responsibilities

• Coordinate client satisfaction tools and efforts across the Americas, using internal and external feedback to assess the client journey.
• Monitor and respond to public reviews and manage escalations with relevant stakeholders.
• Track client issues, identify gaps in client experience, and recommend improvements.
• Develop reporting and analysis on client satisfaction trends, providing regional insights to leadership and partners.
• Collaborate with headquarters, Retail, Marketing Communications, Training, Client Services, and Client Insights teams.
• Build awareness and strengthen client satisfaction practices through market touchpoints and training partnerships.

Requirements

• At least 5 years of related client experience.
• Bachelor's degree required.
• Proficiency with analytical tools such as Google Looker or Power BI preferred.
• Salesforce proficiency strongly preferred.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to travel as needed.