Client Experience Manager, Chicago

Client Experience Manager

New Yesterday

The Client Experience Manager is responsible for overseeing and enhancing the overall client experience, driving engagement strategies, and ensuring the delivery of exceptional service across the practice. This role will focus on optimizing client interactions, managing client feedback, and collaborating with internal teams to build a client-centric culture. The ideal candidate will have strong leadership skills, a strategic mindset, and a passion for elevating the client journey.

Primary Responsibilities: Serve as the primary leader in ensuring a seamless and high-quality client experience across all touchpoints. Manage and develop the client experience team, including hiring, training, and performance management. Design and implement strategies to improve the client journey, from onboarding to ongoing engagement. Act as the escalation point for client concerns, resolving complex issues promptly and professionally. Continuously gather and analyze client feedback to identify trends and areas for improvement. Oversee the CRM system, ensuring accurate client data and optimizing its use to enhance engagement and communication. Partner with marketing and operations teams to develop client appreciation initiatives, events, and personalized communications. Lead the development of client-focused communications, including newsletters, updates, and educational materials, ensuring alignment with the firm's brand and values. Monitor client satisfaction metrics and develop action plans to address gaps or opportunities. Collaborate with advisors and internal teams to ensure alignment between client expectations and service delivery. Ensure compliance with all regulatory and legal requirements in client-facing activities. Drive continuous improvement by evaluating workflows and implementing innovative solutions to enhance the client experience. Assist in firm-wide strategic initiatives and contribute to the overall growth and success of the organization. Other duties as assigned.

Ideal Candidate Profile: Excellent communication, organizational, and time management skills. Expert proficiency with Microsoft Office suite of products, Zoom, Teams and standard office equipment. Commitment to confidentiality and maintaining discretion. Ability to collaborate effectively in a team-based environment. High degree of professionalism in working with diverse groups of people, including senior executives, colleagues, community leaders and clients. Comfortable working in a fast-paced, dynamic environment. Display excellent time management skills. Adherence to compliance policies and procedures. Ability to exercise independent judgment in planning and prioritizing work.

Required Qualifications: Bachelor's degree or equivalent experience in business, finance, marketing, or a related field. 5+ years of experience in client service or experience management, preferably in the financial industry, with at least 2 years in a leadership role.

Physical Requirements: Prolonged periods sitting at a desk and working on a computer.

Compensation:

$25 per hour

Why Cerity Partners:

Our people drive our success by working together to deliver exceptional service to our clients. Below is a glimpse of the key elements of our total rewards package:

• Health, dental, and vision insurance - day 1!

• 401(k) savings and investment plan options with 4%match

• Flexible PTO policy

• Parental Leave

• Financial assistance for advanced education and professional designations

• Opportunity to give back time to local communities

• Commuter Benefits

Cerity Partners is committed to providing an environment where all individuals can be their authentic selves. We are an Equal Opportunity Employer who respects each individual and supports the diverse cultures, perspectives, and experiences of our colleagues. We are dedicated to building an inclusive and diverse workforce and will not discriminate based on race, religion, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

Cerity Partners is committed to working with and providing accommodations to applicants with disabilities or special needs. For those needing accommodations, please reach out to careers@ceritypartners.com. Applicants must be authorized to work for any employer in the U.S.

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Location:: Chicago

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