Regional Client Retention Strategy Lead

Marsh; Houston (TX); Ibrido; USD 93.000 - 197.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health benefits

Tuition assistance

401(k) plan

Employee assistance program

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Analytical thinking

Influence across functions

Executive communication

Root-cause analysis

Systems thinking

Client empathy

Negotiation

Formazione

Bachelor’s degree or equivalent professional experience

Descrizione del lavoro

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.