(BCS) Client Retention Strategy Manager, Regional

Marsh; Houston (TX); Hybrid; USD 93,000 - 197,000; Full time

Benefits offered by this job

Health benefits

Tuition assistance

401(k) plan

Employee assistance program

Job summary

Marsh is seeking a (BCS) Client Retention Strategy Manager - Regional to lead regional retention initiatives, manage regional risk, and drive cross-functional problem solving with client-experience in mind.

The role emphasizes ownership of escalations, data-driven decision making, and collaboration with executives to protect revenue and improve client outcomes. Hybrid work is supported with a strong emphasis on delivering durable improvements.

Qualifications

• Bachelor’s degree or equivalent professional experience.
• 7+ years in insurance brokerage, carrier, or risk services operations with exposure to client service delivery.
• Demonstrated ownership of complex client escalations through resolution and 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

Analytical thinking

Influence across functions

Executive communication

Root-cause analysis

Systems thinking

Client empathy

Negotiation

Education

Bachelor’s degree or equivalent professional experience

Job 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 will identify at least one "anchor day" per week on which their full team will be together in person.

The applicable base salary range for this role is $92,500 to $197,100.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.

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