At a Glance
- Tasks: Lead the global Client Experience strategy and enhance client relationships.
- Company: Join Baringa, a top global consulting firm known for its collaborative culture.
- Benefits: Enjoy generous leave, flexible working, and a profit share scheme.
- Other info: Be part of an award-winning workplace committed to diversity and social responsibility.
- Why this job: Make a real impact by shaping client experiences and driving growth.
- Qualifications: Experience in client engagement and strong relationship-building skills required.
The predicted salary is between 72000 - 88000 £ per year.
About Baringa
Baringa is a global consulting firm that partners with leaders to drive change and create value. With deep industry expertise, and enabled by advanced technology, the firm helps clients to deliver with greater confidence and certainty. With over 2,000 people across the UK, Europe, North America, Asia and Australia, the firm combines global insight with local understanding. The firm works across energy and resources, financial services, government and public sector, consumer products and retail, pharmaceuticals and life sciences, manufacturing, and technology, media and telecoms, with capabilities spanning strategy, transformation and operational excellence – all powered by advanced technology, data, AI and digital innovation.
Clients value Baringa’s collaborative approach and the way its teams integrate seamlessly – all working with a shared understanding of what matters most. The firm is known for its kind, curious experts who listen closely and care deeply about client success as they help clients transform energy markets, modernise financial platforms, expand telecoms and digital networks through advanced data analytics, enable digital services in government, and unlock growth in consumer sectors. Certified as a Great Place to Work around the world, Baringa has been recognised by the Financial Times in 22 categories of its UK Leading Management Consultants rankings, and by Forbes for four consecutive years as one of the World’s Best Management Consulting Firms.
Our Clients and Marketing team are looking for an experienced Head of Client Experience to join them on a 10 month FTC. Our Clients & Marketing function plays a critical role in helping us attract with expertise, nurture enduring relationships and drive sustainable growth in our largest accounts. Client Experience (CX) sits at the heart of this. Established five years ago, it brings together:
- Executive Client Networks
- Signature client experiences
- Client listening and insight
- Thought leadership and client storytelling
Its purpose is simple: to build deep, trusted relationships with senior clients — strengthening our position in priority accounts, supporting commercial growth and helping Baringa show up in a more distinctive, bolder way. We're now building on the success of our existing Networks and expanding into new executive communities, creating an exciting opportunity to join a growing team at the centre of Baringa's client strategy.
What you will be doing
CX strategy and leadership
- Leading the global Client Experience strategy, ensuring clear alignment to firmwide, Clients & Marketing and account growth priorities
- Shaping and evolving the CX model to maximise relationship depth, advocacy and commercial impact
- Acting as a senior advisor to partners and leadership on how to engage clients effectively
Client Networks and experiences
- Owning the strategy, quality and success of Baringa's executive client communities, including CEO, COO, CIO and future C-suite Networks
- Overseeing a small number of high-impact, signature client experiences
- Overseeing flagship thought leadership and research programmes that strengthen Baringa's authority, client relationships and market profile
- Ensuring all activity is curated, relevant and relationship-led, not programme-led
Client listening and insight
- Leading the cNPS and broader client listening approach, ensuring insight is captured and translated into clear actions
- Ensuring CX activity consistently reflects what matters most to clients
Client stories and advocacy
- Leading the Client Stories strategy, strengthening Baringa’s brand and credibility through real client impact
- Embedding storytelling and insight into CX activity
Client Experience leadership and team development
- Line managing and developing the UK Client Experience team, including the Client Experience Operations & Delivery Lead and Client Experience Community, Content & Engagement Lead
- Providing leadership, coaching and clear direction to ensure a high-performing, collaborative team culture
- Working closely with the US Marketing Lead to provide day-to-day oversight, support and alignment for the US Client Experience Marketing Advisor
CMLT and firm leadership
- Acting as an active member of the Clients & Marketing Leadership Team (CMLT)
- Contributing to the broader strategy, priorities and evolution of the C&M function
- Acting as a connector between CX, sector teams and leadership
- Owning the C&M People & Capability agenda and contributing to wider people priorities
Commercial impact and performance
- Ensuring executive communities, client listening, thought leadership and signature client experiences are integrated into account growth strategies
- Leading on measurement, reporting and continuous improvement of CX impact
- Driving strong senior engagement across Large & Global Accounts
- Ensuring Client Experience investment delivers measurable relationship, engagement and commercial outcomes
Your skills and experience
- Significant experience in Client Experience, relationship marketing or senior engagement strategy, ideally in a B2B or professional services environment
- Proven track record of building and leading high-impact client engagement programmes or communities
- Strong strategic thinking and execution capability, able to translate strategy into tangible outcomes
- Exceptional relationship-building skills, with credibility operating with senior stakeholders and partners
- Strong judgement and ability to curate high-quality, relevant client interactions
- Experience leading and developing teams, providing clear leadership and direction
- Ability to operate at pace in a complex, fast-moving environment, balancing multiple priorities
- Strong commercial mindset, with a clear understanding of how client engagement drives growth and revenue
- Excellent communication and presentation skills (written and verbal)
What a career at Baringa will give you
Putting People First. Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include:
- Generous Annual Leave Policy: We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.
- Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.
- Corporate Responsibility Days: All our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.
- Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.
- Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.
Diversity and Inclusion
We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.
An award-winning workplace
You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all.
Using business as a force for good.
We maintain high standards of environmental performance and transparency, which can be seen through our commitment to Net Zero with our SBTI-verified Scope 1, 2 and 3 emissions reduction targets and our support of the Better Business Act. We report our progress publicly and ensure that we are also externally assessed and scored through organisations like CDP and EcoVadis - helping us to continually identify where we can improve.
We have a long legacy of supporting the communities in which we work, and offer a variety of ways to contribute, by putting people first and creating impact that lasts. Our Corporate Social Responsibility (CSR) agenda is about giving back to the communities in which we live and work by sharing our skills, talent and time. In essence, we aim to empower and encourage everyone in the firm to contribute to the things we care about, and support registered charities and organisations with a clear social or environmental purpose to increase the positive impact they can have.
Head of Client Experience (FTC) in London employer: Baringa
Baringa is an exceptional employer that prioritises collaboration and personal growth within its Industrial Manufacturing practice in Greater London. With a strong commitment to employee wellbeing, generous annual leave, and flexible working arrangements, Baringa fosters a supportive work culture that values diversity and inclusion, making it an ideal place for professionals seeking meaningful and rewarding careers in Aerospace, Automotive, and Industrial sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Experience (FTC) in London
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We think you need these skills to ace Head of Client Experience (FTC) in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
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Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Baringa.
How to prepare for a job interview at Baringa
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Baringa's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Baringa offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
