The Client Experience Team Lead, EMEA is a key client facing position which leverages knowledge of FTSE Russell products and the index investing ecosystem to enhance relationships with our clients. Due to the breadth of the knowledge the client experience lead brings to the client relationship they are seen by the client as the contact for any operational or product related questions and the role of the client experience lead is to leverage companywide resources to provide value to FTSE Russell client accounts, indirectly supporting the commercial goals of the company.
The Client Experience Team sits within the Benchmark and Index Management division of FTSE Russell and is responsible for enhancing and maintaining a positive relationship with clients by ensuring their needs are met and their expectations are exceeded. The team is critical to creating a seamless and personalised experience, contribution to client satisfaction, retention and loyalty.
The Client Experience Team Lead is responsible for the development and maintenance of long-term relationships with a defined EMEA client base to ensure a high level of client satisfaction and will work alongside Index Sales on new business as well as being responsible for retention of existing business. As the client advocate, they must also provide actionable client feedback that will enhance FTSE Russell products and services to earn client business.
As the team lead, they will be responsible for a team of Client Experience managers and analysts that service our EMEA client base.
Responsibilities:
* Lead a team of Client Experience managers and analysts, focusing on our EMEA clients
* Actively managing key EMEA client relationships (non-commercial)
* Serve as primary point of contact for assigned EMEA client accounts, addressing inquiries, concerns, and requests promptly and professionally
* Take responsibility for creating a positive client experience with FTSE Russell
* Develop meaningful and lasting relationships with key contacts and expand contacts across key clients
* Effectively navigate the organisation to provide efficient responses and create client value
* Continuously collaborate with clients to gather strategic information about their business, understand their issues and provide solutions
* Own service levels and annual due diligence interactions
* Understand client usage of FTSE Russell products and services and help define potential opportunities
* Monitor and report on the health of the relationship between FTSE Russell and the client
* Point of escalation for EMEA client impacting incident management, and handling of client impacting incidents for own clients and engaging with incident oversight team to ensure timely and thorough resolution
* Client onboarding and client training - overall responsibility for other client experience team members to oversee appropriate client onboarding, offboarding and client training where necessary
* Coordinate regular and bespoke reporting requirements for both internal and external parties
* Engage with the internal distribution to ensure timely and accurate execution of the entitlements process for new and existing clients via various data distribution platforms
* Measures of success include client scorecards, NPS, client complaints, escalations, mean time to resolution (MTTR), service improvement and retention
Lead Generation & Retention
* Works across functions within the organisation to understand the clients needs
* Seeks out cross and up selling opportunities and works with Index Sales counterpart to negotiate and close opportunities
* Works to prevent cancellations and mitigates risk by ensuring existing clients continue to receive market leading experience
Skills & Experience:
* Previous experience in a client facing role
* Proven experience of managing major client accounts
* Understanding of the Index and Benchmark business and how our clients use our products and services
* Previous use of Index products
* Excellent communication and presentation (verbal and written) skills
* Ability to distil, summarise, interpret and communicate information
* Proven leadership in managing multi-national global and/or strategic accounts.
* Superior customer relationship management skills, proven ability to develop multiple level of relationships within an account of a strategic nature
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject .
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
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.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
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. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject .
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.