Client Experience Manager

Egis Group; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A global engineering consultancy is seeking a Client Experience Manager to design and manage a structured global programme for capturing and responding to client feedback. The role requires 8 years of experience in client experience and strong analytical skills to translate insights into strategic actions. The position is based in the UK with no remote work options. The ideal candidate will collaborate across teams to promote client satisfaction and develop tools for measuring client relationships. This is a unique opportunity to impact continuous improvement and drive performance across the organization.

Qualifications

• 8 years experience in client experience, customer insight, or B2B relationship management.
• Proven track record in managing large-scale satisfaction or NPS programmes.
• Strong analytical capability to translate feedback into strategic recommendations.
• Comfortable presenting insights and influencing senior leadership.

Responsibilities

• Design and manage a Group-wide client feedback programme.
• Analyse feedback at strategic and operational levels to identify trends.
• Produce actionable reporting for leadership to enable data-driven decisions.
• Collaborate with diverse teams to ensure client insights inform business strategy.

Skills

Customer Service

Client Relationships

Client Management

Issue Resolution

Service Delivery

Job description

Reporting to the Chief Marketing Officer the Client Experience Manager will design and manage a structured global programme to capture analyse and respond to client feedback - driving continuous improvement in how Egis delivers value and builds long-term relationships.

Working closely with business line leaders regional teams and client-facing functions this individual will transform feedback into actionable insight helping the organisation anticipate client needs strengthen performance and reinforce Egis reputation for excellence.

This is a unique opportunity to establish the systems processes and culture that will underpin Egis ambition to be recognised as one of the most trusted and client-focused engineering consultancies in the world.

Key responsibilities

• Design implement and manage a Group-wide client feedback programme (e.g. Net Promoter Score project surveys relationship reviews)
• Develop consistent methodologies tools and reporting frameworks for use across regions and business lines
• Analyse feedback at both strategic and operational levels identifying trends risks and opportunities for improvement
• Partner with regional sector and project teams to ensure feedback is acted upon locally and insights are shared globally
• Produce clear actionable reporting for leadership enabling data-led decisions on client strategy operations and service excellence
• Integrate client satisfaction metrics into key account management business planning and performance reviews
• Collaborate closely with marketing business development and operations to ensure client insights inform brand positioning and value propositions
• Champion client-centricity across Egis promoting best practice in listening responsiveness and relationship management

The role is based in the UK with collaboration expected across global teams. It will take effect in 2025.

Qualifications

• 8 years experience in client experience customer insight service quality or B2B relationship management
• Proven track record developing and managing large-scale satisfaction or NPS programmes ideally in professional services engineering or infrastructure sectors
• Strong analytical capability with the ability to translate qualitative and quantitative feedback into strategic recommendations
• Excellent stakeholder engagement and communication skills; comfortable presenting insights and influencing senior leadership
• Experience working across diverse geographies cultures and matrixed organisations
• Collaborative pragmatic and committed to continuous improvement and client value
• Fluent in English; French language skills an advantage

Additional Information:

We are committed to our planet

In each project we design engineer and operate we care deeply about the legacy were leaving behind. As part of our team youll have a unique opportunity to use your skills and expertise to shape a better future for our communities in the UK and all around the globe.

Our commitment is translated in the work carried out by our Egis Foundation which funds concrete actions to address the climate crisis and is focused on educational and social initiatives that will help in the responsible and sustainable shift towards a sustainable world.

We are an Equal Opportunities employer and we strive to build a workforce that truly reflects the communities we represent. We welcome candidates from all backgrounds regardless of age disability gender gender identity gender expression race religion or belief sexual orientation socioeconomic background and any other protected characteristic. If you decide to apply for an opportunity with us your application will be assessed based purely on your experience the essential and desirable criteria and your suitability for the role. We value each and every ones contribution as this builds our culture and means that if you work with us you will be included listened to and respected.

Remote Work: No

Employment Type: Full-time

Key Skills

Customer Service,Client Expectations,Client Requirements,Client Support,Action Plans,Issue Resolution,Account Management,Client Relationships,Service Delivery,Client Service,Client Satisfaction,Client Management,Procedures,Service Level Agreements,New Clients

Experience: years

Vacancy: 1