Regional Client Retention & Risk Strategy Lead (Hybrid)

Marsh; Los Angeles (CA); Hybrid; USD 93,000 - 197,000; Full time

Job summary

Marsh is seeking a BC S Client Retention Strategy Manager for the region, focusing on strengthening client relationships, risk management and revenue protection. You will own escalation processes, manage regional risk, and coordinate cross-functional teams with senior leadership.

The role requires the ability to influence without direct authority, analyze trends, and communicate clearly with executive stakeholders. Marsh offers hybrid work and a comprehensive rewards package.

Qualifications

• 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.

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 ownership

Stakeholder communication

Brokerage lifecycle knowledge

Analytical capability

Cross-functional influence

Root-cause analysis

Commercial judgment

Systems thinking

Negotiation

Executive communication

Education

Bachelor’s degree or equivalent

Job description

Marsh is seeking a BC S Client Retention Strategy Manager for the region, focusing on strengthening client relationships, risk management and revenue protection. You will own escalation processes, manage regional risk, and coordinate cross-functional teams with senior leadership.

The role requires the ability to influence without direct authority, analyze trends, and communicate clearly with executive stakeholders. Marsh offers hybrid work and a comprehensive rewards package.