Client Engagement Strategist

GC Partners; Greater London; On-site; GBP 52,000 - 68,000; Full time

Benefits offered by this job

25 days of holiday per year

Workplace pension

Complimentary Health insurance

Employee assistance programme

Opportunities for growth

Job summary

A global financial services firm based in Greater London is looking for a Client Engagement Strategist to enhance client loyalty and retention. This role involves developing customer loyalty strategies and analyzing customer behavior to improve outcomes. The successful candidate will work across teams, leverage data insights for continuous improvements, and manage customer engagement initiatives. Strong analytical skills and a customer-centric mindset are essential for achieving performance targets and reporting insights to leadership.

Qualifications

• 3+ years’ proven experience in a customer loyalty, account management, or retention role.
• Proven track record of hitting KPIs and sales targets in a customer-facing environment.
• Experience running multiple cross-functional projects across diverse teams.
• Strong analytical skills to translate data into actions.

Responsibilities

• Develop and implement a customer loyalty strategy focused on client retention.
• Analyse customer behaviour to inform business strategies.
• Monitor customer feedback to ensure fairness and improve outcomes.
• Create aftersales processes to increase repeat business, including digital channels.
• Provide data-driven insights to senior management for growth and compliance.
• Manage GC Partners’ Trustpilot and web chat to improve engagement and SLA adherence.
• Develop monthly loyalty programmes within budget and monitor market opportunities.
• Set and track KPIs for retention and report progress to leadership.
• Identify cross-selling opportunities and drive revenue from existing clients.

Skills

Customer-Centric Mindset

Strong analytical skills

Communication & Relationship Building

Collaboration & Stakeholder Management

Attention to Detail

Project & Time Management

Stakeholder management

Time management

Job description

Job Purpose

The Client Engagement Strategist plays a critical role in enhancing client loyalty and improving retention rates at GC Partners. This role is responsible for shaping the customer loyalty strategy, implementing initiatives to increase client longevity, and ensuring that customers receive exceptional service post-sale. In addition, the role will provide insight and analysis for Consumer Duty, ensuring customer outcomes are assessed and optimised, aligning with regulatory expectations.

The successful candidate will work cross-functionally with business development, marketing, and operations teams to enhance the client experience, leveraging data insights to drive continuous improvements.

Key Responsibilities

Customer Retention & Loyalty Strategy

• Develop and implement a customer loyalty strategy with a strong focus on long-term client engagement and retention.
• Analyse customer behaviour and provide insight to shape business strategies, ensuring a customer-first approach.
• Work with key stakeholders to assess customer outcomes in line with Consumer Duty requirements, ensuring fair treatment and positive experiences.
• Implement processes to encourage dormant clients back to GC Partners, particularly through insights into Customer Lifetime Value (CLV).
• Create and develop an aftersales process that strategically targets private clients to increase repeat business, preferably via digital channels.
• Provide insights on customer needs and trends to shape ongoing product and service development.
• Analyse customer journey and data to identify areas for improvement.

Consumer Duty & Customer Insights

• Monitor and assess customer feedback to ensure fair customer outcomes, identifying areas for improvement and sharing recommendations with leadership.
• Provide data-driven insights to senior management to support regulatory compliance and business growth.
• Work with internal teams to implement quality improvements based on data analysis, ensuring customers receive the best possible service.

Customer Engagement & Communications

• Manage and oversee GC Partners’ Trustpilot account, responding to customer reviews and improving engagement.
• Oversee web chat queries, ensuring responses meet Service Level Agreement (SLA) requirements while working with teams to proactively reduce common queries.
• Work alongside the marketing manager to support sales teams in delivering best-in-class service, aligned with GC Partners’ brand values.
• Develop, implement, and drive monthly customer loyalty programmes within agreed budgets.
• Stay attuned to the competitor and market landscape, identifying marketing opportunities.

Performance & Reporting

• Set and achieve key performance indicators (KPIs) for customer retention.
• Provide regular progress reports and recommendations to senior leadership.
• Develop and execute plans to increase conversion rates from registration to transaction, working closely with relevant departments.
• Identify cross‑selling opportunities and manage the implementation process to increase revenue from existing clients.

Qualification & Experience

• 3+ years’ proven experience in a customer loyalty, account management, or retention role.
• Proven track record of hitting KPIs and sales targets in a customer-facing environment.
• Experience running multiple cross-functional projects across diverse teams.
• Strong analytical skills with the ability to translate strategic vision into practical deliverables.
• Customer‑Centric Mindset: Passion for customer service, training, and experience in improving customer outcomes.
• Communication & Relationship Building: Confident communicator (written and spoken) with strong persuasive and influencing skills.
• Collaboration & Stakeholder Management: Ability to build trusting and collaborative relationships across the business and with external suppliers.
• Attention to Detail: Strong ability to analyse data, assess market trends, and implement insights effectively.
• Project & Time Management: Proven ability to manage multiple projects and initiatives simultaneously.

Benefits of working at GC Partners

• 25 days of holiday per year, plus bank holidays
• Workplace pension – employer contributions
• Complimentary Health insurance and Employee assistance programme
• A truly global business with opportunities for growth

Equal opportunities

GC Partners is an equal opportunity employer. We welcome applicants from all backgrounds and each applicant is given fair consideration throughout the recruitment process.

Please be aware that due to the volume of applicants, we may not be able to respond to all applications.