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For Companies At a Glance
- Tasks: Lead client success strategy and ensure exceptional support for regulatory reporting solutions.
- Company: Join a dynamic team at LSEG, a global leader in financial markets.
- Benefits: Enjoy tailored benefits, healthcare, retirement planning, and paid volunteering days.
- Other info: Be part of a collaborative culture that values innovation and sustainability.
- Why this job: Make a significant impact while driving client satisfaction and operational excellence.
- Qualifications: 7+ years in customer success or regulatory operations; strong leadership and client management skills.
The predicted salary is between 70000 - 90000 £ per year.
Post Trade Regulatory Reporting is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, data solutions & regulatory reporting). Reporting to the Head of Operations of LSEG Regulatory Reporting Solutions, the Senior Manager of Customer Success is responsible for leading the client success strategy across our regulatory reporting solutions. This role ensures that clients receive exceptional support, achieving high client satisfaction, client retention whilst delivering best in class account management and operational excellence. The role also plays a key part in delivering the LSEG’s Product Led, Client Centric strategy.
Leadership & Strategy
- Define and execute the customer success strategy aligned with business goals and strategy.
- Actively engage with Sales and key stakeholders across the business, to understand client and market dynamics, translating insights into actionable objectives.
- Drive a customer success culture through Operations and the wider organisation.
- Provide hands on leadership and coaching fostering a high-performance culture.
- Drive a culture of client-centricity, accountability, and continuous improvement.
Client Engagement & Retention
- Build and maintain strong relationships with key clients, including C-level and senior stakeholders.
- Develop and maintain tailored Customer Success Plans based on direct interactions, usage data, and client feedback.
- Proactively identify opportunities to expand product usage and deepen client engagement.
- Improve advocacy by demonstrating value, building trust, and aligning solutions with client objectives.
- Ensure customer plans are regularly reviewed and updated to reflect evolving needs and priorities.
- Managing conflict and escalations with empathy and effectiveness.
Operational Excellence
- Develop and monitor client KPIs such as client retention, client satisfaction, SLA adherence, issue resolution time, and defect resolution.
- Collaborate with Product, Compliance, and Technology teams to ensure client feedback informs roadmap and service enhancements.
- Oversee the implementation of tools and processes to scale client success operations effectively.
- Develop and implement a comprehensive client communication strategy to ensure timely, clear, and consistent operational updates and product/technology enhancements.
Voice of the Customer
- Act as the internal champion for the voice of the customer, synthesising insights from client interactions, feedback, and surveys.
- Communicate customer needs, pain points, and opportunities to senior leadership and product teams to inform strategic decisions.
- Drive continuous improvement initiatives based on customer insights and satisfaction trends.
Regulatory & Operational Risk Management
- Ensure all client interactions and processes comply with internal and regulatory frameworks.
- Ensure robust control oversight and governance across all customer success activities.
- Monitor adherence to internal policies and regulatory requirements, escalating risks where appropriate.
Required Skills & Experience
- 7+ years in customer success, client services, or regulatory operations within financial services.
- Understanding of regulatory reporting regimes (e.g., EMIR, MiFIR, SFTR, ASIC, CFTC, SEC).
- Proven leadership experience with the ability to inspire and scale teams.
- Strong client relationship management and stakeholder engagement skills.
- Familiarity with reporting platforms, trade repositories, and regulatory technology (RegTech) solutions.
- Demonstrated success in improving customer experience and driving measurable outcomes.
- Data-driven mindset with experience using CRM and client success tools (e.g., Salesforce, Gainsight).
Desirable Qualifications
- Degree in Finance, Economics, Business, or a related field.
- Experience working with buy-side and sell-side institutions, or within a regulatory reporting vendor or ARM/TR.
- Experience developing and executing communication strategies in a regulated environment.
- Familiarity with reporting platforms, trade repositories, and RegTech solutions.
Personal attributes:
- Client-Centric: Always puts the client’s needs and outcomes at the centre of decision-making.
- Strategic Thinker: Able to see the big picture while managing the details.
- Resilient & Calm Under Pressure: Maintains composure in high-stakes or regulatory-driven environments.
- Collaborative Leader: Builds strong cross-functional relationships and fosters team cohesion.
- Excellent Communicator: Clear, concise, and confident in both written and verbal communication.
- Analytical & Insight-Driven: Uses data to inform decisions and continuously improve performance.
- Proactive & Accountable: Takes ownership and drives initiatives forward with minimal oversight.
Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law.
Senior Manager Client Relationship in London employer: London Stock Exchange Group
Contact Detail:
London Stock Exchange Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Manager Client Relationship in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at LSEG or similar firms. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by researching LSEG’s values and recent projects. Show us that you’re not just another candidate; demonstrate how your experience aligns with our mission of driving financial stability and empowering economies.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in client relationship management and regulatory reporting can contribute to our customer success strategy. We want to see your passion and expertise shine through.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role and summarising how you can add value will keep you fresh in our minds. It shows initiative and professionalism!
We think you need these skills to ace Senior Manager Client Relationship in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer success and regulatory reporting. We want to see how your skills align with our needs, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: As a Senior Manager, we’re looking for someone who can inspire and lead teams. Share examples of how you've successfully managed teams or projects in the past, and how you’ve driven a client-centric culture in your previous roles.
Be Data-Driven: We love numbers! If you have experience using CRM tools or have metrics that demonstrate your impact on client satisfaction or retention, make sure to include those. It shows us you’re analytical and results-oriented.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at London Stock Exchange Group
✨Know Your Regulatory Stuff
Make sure you brush up on your knowledge of regulatory reporting regimes like EMIR and MiFIR. Being able to discuss these topics confidently will show that you understand the industry and can engage with clients effectively.
✨Showcase Your Client-Centric Approach
Prepare examples of how you've put clients first in previous roles. Highlight specific instances where you’ve built strong relationships or resolved conflicts, as this aligns perfectly with the client-centric culture they value.
✨Demonstrate Leadership Skills
Think about times when you've led a team or project. Be ready to share how you inspired others and drove a high-performance culture, as leadership is key for this role.
✨Be Data-Driven
Familiarise yourself with CRM tools like Salesforce and be prepared to discuss how you've used data to improve customer experiences. This will resonate well with their focus on measurable outcomes and operational excellence.