At a Glance
- Tasks: Lead and evolve client experience strategy, embedding Voice of the Client across all touchpoints.
- Company: Join Carne Group, a leader in the funds industry with a commitment to excellence and innovation.
- Benefits: Dynamic, multicultural environment with opportunities for skill development and career growth.
- Other info: Engage with senior leadership and work collaboratively across various functions.
- Why this job: Make a real impact on client satisfaction and drive strategic change in a regulated financial setting.
- Qualifications: 5+ years in client experience roles, strong stakeholder management, and analytical skills required.
The predicted salary is between 60000 - 80000 £ per year.
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.
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.
Senior Marketing Manager (Client Experience) employer: Carne Group
Carne Group is an exceptional employer located in the heart of London, offering a dynamic work culture that prioritises collaboration and innovation. Employees benefit from comprehensive professional development opportunities, ensuring growth within the funds industry while enjoying a supportive environment that values client engagement and relationship management. With a focus on enhancing client experiences, Carne Group stands out as a rewarding place to build a meaningful career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Marketing Manager (Client Experience)
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Carne Group. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Senior Marketing Manager (Client Experience)
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Carne Group.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Carne Group's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Carne Group
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Carne Group.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Carne Group will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Carne Group employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
