Client Retention Manager in London

Reporting to the Head of Client Retention, the Client Retention Manager, GRI will be responsible for managing a team of Client Engagement Specialists (CES), focusing on retaining and nurturing Dow Jones’ professional business within the Global Risk Insights vertical (Dragonfly & Oxford Analytica brands). This role is critical to driving a strong retention strategy, reducing churn, and ensuring a high level of customer satisfaction across diverse markets. The successful candidate will possess a deep understanding of customer lifecycle management, data analytics, and market insights to underpin retention initiatives, along with geopolitical knowledge and collaboration with our analyst team to help clients leverage their contracts as much as possible.

In this role, the Client Retention Manager, GRI will develop and implement advanced client retention strategies, providing direction and mentorship to a group of CES to maximize customer satisfaction and loyalty, fostering sustained business growth and profitability, as well as working to project manage our continued integration of the Dragonfly & Oxford Analytica brands under Dow Jones. The successful candidate will combine leadership capabilities with strategic insights and will work to ensure the team consistently meets or exceeds retention targets and business objectives through a robust, client-focused approach.

Key Responsibilities:

• Team Leadership: Guide and support a team of CES, setting clear objectives and managing performance to achieve retention targets and onboarding/migration objectives. Act as an escalation point for client issues, ensuring timely resolution.
• Collaboration: Work closely with your team, Account Managers, Product and Analyst teams to ensure successful client engagement, onboarding and retention within your assigned remit. Foster collaboration between departments to develop ongoing retention strategies and maximize customer satisfaction.
• Retention Strategy Contribution: Design and implement region-specific retention strategies tailored to GRI clients, aligning with company goals and driving client satisfaction.
• Customer Relationship Management: Build strong relationships with strategic clients to reinforce Dow Jones’ value, addressing their unique business needs and industry challenges.
• Reporting & Risk Management: Provide accurate and timely reporting on retention metrics and churn risks. Build a comprehensive risk radar to identify potential threats and opportunities for improvement in client relationships.
• Data-Driven Insights: Use analytics to evaluate performance, identify risks, and improve retention strategies. Leverage insights to support cross-sell initiatives and increase revenue opportunities.
• Onboarding: Provide a full plan for all clients showing stages of onboarding, including technical, training, post go-live and ongoing support services. Ensure collaboration with Sales, Specialists, Product and Analyst teams to ensure tasks for onboarding and go-live are suitable split and completed.
• Sales Support: Offer insight and support in the pursuit of new sales within existing client accounts, collaborating with Account Executives to maximize customer ROI and expand revenue streams.
• Training & Learning Collaboration: Work with your teams to facilitate and structure detailed learning and onboarding programmes with your clients alongside our Product Training team, including for large onboarding of new clients, product migrations and sunsets.
• Performance & Incentive Tracking: Work to ensure correct performance calculation and documentation for CES during each quarterly retention audit process also, as well as working on SPIFs and local incentives to drive performance.

Skills & Experience Required:

• Experience: 7+ years in client retention, customer success, or account management (Geopolitical focus preferred).
• Customer Focused: Skilled in building lasting client relationships, with a deep understanding of customer needs and industry dynamics.
• Analytical Skills: Proficiency in data analysis and CRM systems to drive informed strategies and measure success.
• Strong Communicator: Excellent written and verbal communication skills alongside ability to speak at a high level with senior executives in client organizations.
• Problem-Solver & Strategic Thinker: Able to make quick, data-backed decisions and proactively adjust strategies to improve outcomes.
• Familiarity with client engagement technology stacks: CRM systems (SFDC), and productivity tools such as Google Suite, Airtable, Miro, Asana etc.
• Initiative and Industry Knowledge: High level of self-motivation, with a deep understanding of B2B information or technology industries, with experience in product positioning and client engagement.