At a Glance
- Tasks: Engage with clients, strengthen relationships, and drive satisfaction through tailored interactions.
- Company: Join a leading economic insights firm that values innovation and client success.
- Benefits: Enjoy 25 days annual leave, hybrid working, and comprehensive training opportunities.
- Other info: Be part of a diverse team in a Great Place to Work® environment.
- Why this job: Make a real impact by helping clients navigate complex financial landscapes.
- Qualifications: 1-3 years in client-facing roles; strong communication and problem-solving skills.
The predicted salary is between 51750 - 63250 £ per year.
About Capital Economics
At Capital Economics, we deliver independent macroeconomic and thematic insights through our product portfolio, challenging the status quo and partnering for our clients' success.
We don't simply echo the mainstream views; our Economists originate the insights that matter, offering a new perspective that drives superior investment outcomes and profitable decisions.
Our comprehensive coverage spans over 100 economies, and supports banks, financial and commodity markets, and real estate sectors.
By leveraging our bold insights, real-time and proprietary data services and analysis, clients receive differentiated value, and investors uncover profitable opportunities and identify risks that others miss.
We don't just repeat and report the consensus headlines; using our unique methodologies we challenge them.
We provide each member of our community the critical edge needed to navigate complex financial landscapes and make informed, profitable investment decisions.
Role Summary
Reporting to the Global Head of Client Experience, the Junior Client Experience Manager will be responsible for maintaining and strengthening relationships with Gateway clients to reduce churn and maximize client lifetime value.
This role focuses on proactive engagement, demonstrating value, and ensuring client satisfaction through tailored interactions.
In addition to core retention and adoption duties, you will be expected to actively engage in nurturing and upsell opportunities.
Junior Client Experience Managers can advance to roles within Sales including the Client Experience team or New Business team.
The ideal candidate is proactive and dynamic, thriving in a sales environment where initiative and creative problem-solving are essential.
They are a natural relationship builder, skilled at connecting with people, earning trust, and fostering long-term partnerships.
Tech-savvy and comfortable with CRM systems, analytics tools, and digital platforms, they leverage data to enhance client engagement.
Commercially minded, they understand how retention drives revenue and can identify opportunities for upselling and cross-selling.
Adaptable and curious, they embrace learning, quickly respond to changing priorities, and remain focused on delivering exceptional value to clients.
Key Responsibilities
- Proactively manage renewal processes and negotiate contract terms.
- Build and maintain strong relationships with users across your Gateway accounts.
- Monitor client engagement and usage metrics to identify at-risk accounts.
- Share relevant content and thought leadership articles to maintain ongoing value perception.
- Conduct regular check-ins and strategic reviews with key clients.
- Promote webinars, Q&A sessions, and periodic events to keep clients informed and engaged.
- Collaborate with Client Success, Sales, Finance, Product and Economist teams to resolve issues.
- Net Promoter Score (NPS) improvement.
- Present premium solutions, add-on services, or higher-tier packages that align with client goals.
- Document all interactions and updates in the CRM system.
- The ideal candidate will meet some or all the following qualifications:
- 1-3 years in a client facing role such as account management, client success, or sales support.
- Experience in Saa S, financial services, or subscription businesses where renewals and upsells are key.
- An understanding of macroeconomics is also desirable.
- Value selling experience useful, ideally having used MEDDPIC methodology.
- Strong interpersonal and communication skills with a proven ability to build relationships.
- Ability to analyse data and generate actionable insights to improve client outcomes.
- Experience using CRM software including Salesforce and Tableau.
- Strong problem-solving skills and the ability to work independently.
- Organised, proactive, and capable of managing multiple accounts simultaneously.
- A passion for delivering excellent service and advocating for client needs.
We offer world class training including comprehensive coaching on value selling including AI generated persona role plays.
Capital Economics has been recognised as Great Place to Work® UK.
We are an equal opportunities employer with an active DE&I programme.
We recognize the importance of a diverse workforce and are dedicated to building a culture where everyone feels valued and empowered to bring their whole selves to work.
We strive to foster a workplace that values diversity and promotes mutual respect and understanding.
Our hiring practices are based on business needs, merit, and qualifications.
Capital Economics ensures that all employment decisions are made without bias, and we continuously work to eliminate discrimination and harassment in all forms.
Company Benefits
- Good annual leave (25 days plus your birthday)
- Salary sacrifice pension scheme
- Life assurance
- 24-hour online GP
- Health Assured (Employee Assistance Programme)
- Hybrid working
- Training & development
- Good additional maternity and paternity policies
- Bike to work scheme
- Thriving social committee
- #J-18808-Ljbffr
Junior Client Experience Manager in London employer: Capital Economics
As an Editorial Manager at our firm, you will be part of a dynamic and collaborative environment that values innovation and creativity in communicating economic insights. We offer a range of benefits including generous annual leave, a salary sacrifice pension scheme, and opportunities for professional development, all while promoting a healthy work-life balance through hybrid working arrangements. Join us to enhance your career in a role that not only supports your growth but also contributes significantly to our clients' success and the firm's reputation for excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Junior Client Experience Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Capital Economics. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Capital Economics before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Junior Client Experience Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Capital Economics:Your cover letter is your chance to shine! Tell us why you want to work at Capital Economics specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Capital Economics!
How to prepare for a job interview at Capital Economics
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
