It’s rare to meet an organisation whose values and visions far outweigh those of the normal corporates, especially in the financial and legal sectors. Blending empathy, responsiveness and acceptance, they have built a unique culture and infrastructure without compromising on professionalism and a being client centric at heart. Due to phenomenal growth, they are now seeking a Client Experience Manager who mirrors the above and wants to be part of a forward-thinking management team who are changing the landscape. You will be instrumental in fostering long term relationships, driving satisfaction and metrics and continually enhancing your team’s performance.
THE OPPORTUNITY

• Client Experience Strategy: Develop and implement a comprehensive client experience strategy to enhance satisfaction, engagement, and loyalty
• Financial Responsibilities: Manage team budget, overseeing resource optimisation and ensuring financial foresight for growth, development that can be constantly measured and tracked and reported for senior management
• Client Relationship Management: Oversee and manage key client relationships, ensuring their needs are met efficiently and effectively
• Process Optimisation: Identify and implement improvements to enhance the client journey, from initial onboarding through to ongoing support. Manage and optimise customer sentiment tools (e.g., Qualtrics) to drive data-driven improvements
• Team Leadership: Lead and mentor the client service team to ensure a high standard of client engagement and responsiveness. Constant team management, reporting, development and coaching to achieve personal and team objectives and goals
• Stakeholder Collaboration: Work closely with internal departments to ensure a seamless client experience. Strong stakeholder reporting
• Client Feedback & Insights: Establish feedback loops and analyse client insights to continuously refine and improve service delivery
• Compliance & Risk Management: Ensure all client interactions adhere to industry regulations and internal compliance standards. Proactively identify any risks that may impact on team performance and ensure operational frameworks are constantly measured, implemented and improved upon.
• Technology & Innovation: Leverage technology and data analytics to enhance client interactions and service efficiency.

ABOUT YOU

• Proven experience in client experience, relationship management, or customer service leadership within the financial, legal or funding sector
• Strong understanding of legal finance, litigation funding, or financial services related to legal costs
• Excellent leadership and team management skills including all development, performance management, KPI/Target tracking and analysing metrics and accurate reporting
• Exceptional communication and interpersonal skills, with a client-first mindset
• Strong problem-solving capabilities and the ability to manage multiple priorities effectively
• Data-driven approach to client engagement and decision-making
• Effectively manage and engage key stakeholders at all levels including senior leadership level
• Forward thinking mindset, always wanting to improve on current technologies, processes, procedures and overall efficiency of team
• Experience with CRM systems and customer experience technologies with the ability to generate data into readable format to provide insightful recommendations and reporting
• Ability to build and distribute surveys, collect responses, and analyse response data via Salesforce, Qualrics etc.

FINE PRINT

• This role is paying up to $150K+s – dependent on your previous skills, and what you can bring to the role and company
• This company sticks by their collaborative ethos and will give you a fabulous opportunity to work alongside other inspiring people 5 x days in the office
• 5 x weeks of paid annual leave
• Opportunities for continual professional development and career growth
• Dynamic and fun work environment – everyone is unique in their own way
• Opportunity to be on the front line and be instrumental in the growth of the company

WHAT'S NEXT?

Don’t even hesitate to apply if you believe you fit the above plus more! We can’t wait to hear from you and are excited to see how you’ll fit in and complement this innovative and progressive organisation.