Senior Marketing Manager (Client Experience) in London

Carne Group is looking for a highly experienced Client Experience Associate Director to lead and evolve Carne Group’s client experience strategy. This individual will play a critical role in embedding a Voice of the Client (VoC) approach across the full client lifecycle, ensuring client insights are systematically captured, analysed and acted upon. This role means working closely with executive stakeholders to strengthen client trust, improve retention and support long-term, client-led growth in a regulated financial services environment.

Minimum Requirements:

• Significant experience (5+ years) leading client or customer experience programmes in regulated B2B financial or professional services environments.
• Proven ownership of Voice of the Client or customer listening programmes, including closed-loop feedback processes.
• Strong stakeholder management and influencing skills across complex, matrix organisations.
• Ability to translate qualitative and quantitative insights into clear actions and outcomes.
• Experience working directly with clients to understand and improve satisfaction.
• Comfortable operating at senior leadership level with strong communication skills.
• Familiarity with CRM systems and data-led approaches (including AI-supported analysis where relevant).
• Based in London with ability to engage stakeholders in person.

Role and Responsibilities:

• Client Experience & VoC Strategy: Define and lead Carne’s client experience strategy, including the design and execution of a structured Voice of the Client programme across onboarding, servicing and renewal phases. Lead client journey mapping, identify “moments that matter” and drive prioritised improvement initiatives across the business.
• Cross-functional Leadership: Coordinate with Operations, Client Services, Product, Risk, Compliance, Legal, Business Development and Marketing to embed client experience improvements across all touchpoints.
• CX Governance & Reporting: Establish governance frameworks and deliver executive-level insights to ensure client feedback informs strategic decision-making.
• Performance & Insight: Define and track key CX metrics (e.g. NPS, CSAT, CES), linking improvements to commercial outcomes such as retention and client lifetime value. Act as a senior client advocate, escalating systemic issues and leading service recovery efforts where required.
• Cultural Transformation: Embed a client-centric culture through coaching, standards and guidance to frontline and senior teams.
• Senior Stakeholder Engagement: Present insights and progress to senior leadership and Board-level stakeholders.

Competencies Required:

• Client-Centric Mindset: Driven to understand client needs and deliver high-quality outcomes in a regulated environment.
• Analytical & Structured Thinking: Strong ability to analyse client data and translate insights into actionable recommendations.
• Strategic Leadership: Able to define vision, influence stakeholders and drive change across the organisation.
• Collaboration & Influence: Builds strong relationships across functions and drives alignment to deliver outcomes.
• Adaptability: Adapts approach and responds effectively to different situations, people and new opportunities.
• Decision Making: Thoughtful, pragmatic and decisive in complex or time-sensitive situations.
• Resilience: Persistent in driving improvements and ensuring delivery of CX initiatives.

About Carne Group:

Carne Group has established itself in the funds industry with $1tn in AUM supported by 600+ staff and four regulated management companies. Together with a large team of industry specialists, Carne serves more than 650+ traditional and alternative asset management clients from key fund jurisdictions and financial hubs including Ireland, Luxembourg, Zurich, Lisbon, London, New York, Cayman and Channel Islands. Excellence and innovation are central to Carne’s work and we are committed to attracting and retaining the best talent to deliver an unrivalled service to our clients. Whilst working with Carne, you will be provided with opportunities to develop your skills and experience by working in a dynamic, innovative, and multicultural environment where exciting careers are built.