At a Glance
- Tasks: Lead a team to enhance client retention and satisfaction in a dynamic environment.
- Company: Join Dow Jones, a leader in global risk insights with a collaborative culture.
- Benefits: Competitive salary, professional development, and opportunities for growth.
- Other info: Dynamic role with opportunities to mentor and develop a talented team.
- Why this job: Make a real impact by shaping client relationships and driving business success.
- Qualifications: 7+ years in client retention or account management, strong analytical and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
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). Preferred but not disqualifying: previous experience in a leadership or supervisory role, with a strong emphasis on coaching, mentoring, and people development.
- 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.
Client Retention Manager in City of London employer: Dow Jones
At Dow Jones, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Client Retention Manager in our Global Risk Insights vertical, you will lead a dedicated team while benefiting from extensive professional development opportunities and a commitment to employee growth. Our focus on data-driven strategies and client satisfaction ensures that you will play a pivotal role in shaping the future of our business, all within a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Client Retention Manager in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dow Jones. 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 Dow Jones 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 Client Retention Manager in City of 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 Dow Jones:Your cover letter is your chance to shine! Tell us why you want to work at Dow Jones 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 Dow Jones!
How to prepare for a job interview at Dow Jones
✨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.
