Manager, Client Experience

Brobston Group; New York (NY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Brobston Group is seeking a Client Experience Manager to oversee client satisfaction across the Americas, driving loyalty and retention. You will monitor feedback, track trends, and support regional and headquarters initiatives.

The role requires strong communication, analytical skills, and the ability to collaborate with multiple teams. Travel as needed and a passion for improving the client journey across markets.

Qualifications

• At least 5 years of related client experience.
• Bachelor's degree required.
• Proficiency with analytical tools such as Google Looker or Power BI preferred.
• Salesforce proficiency strongly preferred.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to travel as needed.

Responsibilities

• Coordinate client satisfaction tools and efforts across the Americas, using internal and external feedback to assess the client journey.
• Monitor and respond to public reviews and manage escalations with relevant stakeholders.
• Track client issues, identify gaps in client experience, and recommend improvements.
• Develop reporting and analysis on client satisfaction trends, providing regional insights to leadership and partners.
• Collaborate with headquarters, Retail, Marketing Communications, Training, Client Services, and Client Insights teams.
• Build awareness and strengthen client satisfaction practices through market touchpoints and training partnerships.

Skills

Interpersonal communication

Verbal communication

Written communication

Analytical thinking

Education

Bachelor's degree

Tools

Google Looker

Power BI

Salesforce

Job description

Summary

The Client Experience Manager oversees client satisfaction across the Americas to drive loyalty and retention. This role monitors client feedback and performance, supports regional and headquarters initiatives, and builds a client satisfaction community.

Responsibilities

• Coordinate client satisfaction tools and efforts across the Americas, using internal and external feedback to assess the client journey.
• Monitor and respond to public reviews and manage escalations with relevant stakeholders.
• Track client issues, identify gaps in client experience, and recommend improvements.
• Develop reporting and analysis on client satisfaction trends, providing regional insights to leadership and partners.
• Collaborate with headquarters, Retail, Marketing Communications, Training, Client Services, and Client Insights teams.
• Build awareness and strengthen client satisfaction practices through market touchpoints and training partnerships.

Requirements

• At least 5 years of related client experience.
• Bachelor's degree required.
• Proficiency with analytical tools such as Google Looker or Power BI preferred.
• Salesforce proficiency strongly preferred.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to travel as needed.