(BCS) Client Retention Strategy Manager, Regional

Marsh McLennan; Austin (TX); Hybrid; USD 130,000 - 190,000; Full time

Job summary

Marsh, a global leader in risk, reinsurance and capital, is seeking a regional Client Retention Strategy Manager to strengthen client relationships and retention across our BCS portfolio. You will own escalation processes, manage risk registers, and lead cross-functional teams to drive durable improvements.

In this hybrid role, you will influence stakeholders, translate insights into action, and report progress to senior leadership.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 7+ years in insurance brokerage, carrier, or risk services operations.
• Demonstrated ownership of complex client escalations through resolution, including senior stakeholder communication.
• Working knowledge of the brokerage service lifecycle, including onboarding, placement support, policy issuance/checking, endorsements, certificates, invoicing, claims advocacy, and renewal servicing.
• Strong analytical capability to interpret operational data, identify trends and root causes, and build a defensible case for change.
• Proven ability to influence and deliver results across functions without direct reporting authority.
• Root-cause orientation and a continuous improvement mindset.
• Client empathy with commercial judgment and decisiveness under pressure.
• Pattern recognition and systems thinking.
• Influence, negotiation, and disciplined follow-through.
• Clear executive communication, written and verbal.

Responsibilities

• Own the regional escalation intake-to-resolution process, including tiering, response SLAs, root-cause diagnosis, corrective action plans, and client communication in partnership with the client executive.
• Maintain and manage the regional at-risk register, including risk rating, drivers, revenue exposure, renewal timing, and stabilization status, and lead stabilization plans with clear exit criteria.
• Lead cross-functional resolution teams across BCS value streams and operations leaders, influencing without direct authority and escalating to the CCRO with recommendations when required.
• Monitor solution sustainment through checkpoints such as 30/60/90 days, re-open issues when indicators regress, and convert durable fixes into standard practices including procedures, job aids, training, and system configuration.
• Build and calibrate early-warning triggers and thresholds using operational, relationship, structural, and commercial signals, and run a standing regional risk review cadence.
• Set, socialize, and hold teams accountable to service delivery standards including responsiveness, accuracy, proactivity, documentation, and client communication.
• Provide executive-ready reporting to the CCRO on themes, systemic gaps, and remediation progress, and partner with technology and process owners to scale fixes.

Skills

Client escalations

Brokerage lifecycle

Stakeholder management

Data analysis

Executive communication

Influence without authority

Root-cause analysis

Client empathy

Pattern recognition

Negotiation

Follow-through

Education

Bachelor's degree

Job description

Company: Marsh

Description

(BCS) Client Retention Strategy Manager- Regional

BCS Client Retention Management is responsible for developing and executing strategies that strengthen client relationships, improve satisfaction, and support long-term retention across the portfolio. The BCS Client Retention team partners with client-facing colleagues and internal stakeholders to identify retention risks, address service challenges, and deliver consistent, differentiated client experiences. This work includes analyzing client feedback and business trends, coordinating proactive engagement plans, and translating insights into actions that protect revenue and create opportunities for growth. BCS Client Retention Managers and Specialists contribute through strategic planning, program execution, reporting, and continuous improvement of retention practices.

We can count on you to

• Own the regional escalation intake-to-resolution process, including tiering, response SLAs, root-cause diagnosis, corrective action plans, and client communication in partnership with the client executive.
• Maintain and manage the regional at-risk register, including risk rating, drivers, revenue exposure, renewal timing, and stabilization status, and lead stabilization plans with clear exit criteria.
• Lead cross-functional resolution teams across BCS value streams and operations leaders, influencing without direct authority and escalating to the CCRO with recommendations when required.
• Monitor solution sustainment through checkpoints such as 30/60/90 days, re-open issues when indicators regress, and convert durable fixes into standard practices including procedures, job aids, training, and system configuration.
• Build and calibrate early-warning triggers and thresholds using operational, relationship, structural, and commercial signals, and run a standing regional risk review cadence.
• Set, socialize, and hold teams accountable to service delivery standards including responsiveness, accuracy, proactivity, documentation, and client communication.
• Provide executive-ready reporting to the CCRO on themes, systemic gaps, and remediation progress, and partner with technology and process owners to scale fixes.

What you need to have

• Bachelor's degree or equivalent professional experience.
• 7+ years in insurance brokerage, carrier, or risk services operations with exposure to client and/or operations service delivery.
• Demonstrated ownership of complex client escalations through resolution, including senior stakeholder communication.
• Working knowledge of the brokerage service lifecycle, including onboarding, placement support, policy issuance/checking, endorsements, certificates, invoicing, claims advocacy, and renewal servicing.
• Strong analytical capability to interpret operational data, identify trends and root causes, and build a defensible case for change.
• Proven ability to influence and deliver results across functions without direct reporting authority.
• Root-cause orientation and a continuous improvement mindset.
• Client empathy with commercial judgment and decisiveness under pressure.
• Pattern recognition and systems thinking.
• Influence, negotiation, and disciplined follow-through.
• Clear executive communication, written and verbal.

Why join our team

Join a role with regional scope and meaningful impact across client retention, service delivery, and business stability. Work across BCS value streams, operations, technology, and executive leadership to solve complex issues and scale durable improvements. Help shape service standards, strengthen client outcomes, and influence systemic change across the region.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [e-mail].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams