Client Retention Manager, EMEA

Job Description:

As the Client Retention Manager, EMEA will manage a team of Client Engagement Specialists (CES), focusing on retaining and nurturing Dow Jones' professional business within the EMEA region. This role is critical to driving a strong retention strategy, reducing churn, and ensuring a high level of customer satisfaction across diverse markets.

You will develop and implement advanced client retention strategies, providing direction and mentorship to a group of CES team to maximize customer satisfaction and loyalty, fostering sustained business growth and profitability. You will combine leadership capabilities with strategic insights and will ensure the team meets or exceeds retention targets through a robust, client-focused approach. You will report to the EMEA Client Retention Director.

Key Responsibilities:

• Team Leadership: Guide and support a team of CES, setting clear objectives and managing performance to achieve retention targets. Act as an escalation point for client issues, ensuring timely resolution.
• Collaboration: Work with your team and the Account Managers to ensure successful client engagement and retention within your assigned remit. Foster collaboration between departments to develop retention strategies and maximize customer satisfaction.
• Retention Strategy Contribution: Design and implement region-specific retention strategies tailored to EMEA markets, aligning with company goals and driving client satisfaction.
• Customer Relationship Management: Build strong relationships with strategic clients to reinforce Dow Jones' value, addressing their unique business needs and industry challenges.
• Reporting & Risk Management: Provide accurate and timely reporting on retention metrics and churn risks. Build a comprehensive risk radar to identify potential threats and opportunities for improvement in client relationships.
• Data-Driven Insights: Use analytics to evaluate performance, identify risks, and improve retention strategies. Leverage insights to support cross-sell initiatives and increase revenue opportunities.
• Sales Support: Offer insight and support in the pursuit of new sales within existing client accounts, collaborating with Account Executives to maximize customer ROI and expand revenue streams.
• Training & Learning Collaboration: Work with your teams to facilitate and structure detailed learning and onboarding programmes with your clients alongside our Product Training team, including for large onboarding of new clients, product migrations and sunsets.
• Performance & Incentive Tracking: Work to ensure correct performance calculation and documentation for CES during each quarterly retention audit process also, as well as working on SPIFs and local incentives to drive performance.

Skills & Experience Required:

• Experience: 7+ years in client retention, customer success, or account management (EMEA focus preferred)
• Preferred but not disqualifying: previous experience in a leadership or supervisory role, with an emphasis on coaching, mentoring, and people development.
• Customer Focused: Skilled in building lasting client relationships, with a deep understanding of customer needs and industry dynamics.
• Analytical Skills: Proficiency in data analysis and CRM systems to drive informed strategies and measure success.
• Fluent in English (additional EMEA language skills are a plus)
• Problem-Solver & Strategic Thinker: Able to make quick, data-backed decisions and proactively adjust strategies to improve outcomes.
• Familiarity with client engagement technology stacks, CRM systems (SFDC), and productivity tools such as Google Suite.
• Initiative and Industry Knowledge: High level of self-motivation, with a deep understanding of B2B information or technology industries, with experience in product positioning and client engagement.

Benefits

• Private Medical Cover & Life Cover
• Employee Assistance Program
• Fitness Reimbursement
• Emergency Backup care
• Paid Parental Leave

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Reasonable accommodation: Dow Jones, Making Careers Newsworthy - We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. EEO/AA/M/F/Disabled/Vets. Dow Jones is committed to providing reasonable accommodation for qualified individuals with disabilities, in our job application and/or interview process. If you need assistance or accommodation in completing your application, due to a disability, email us at [email protected]. Please put "Reasonable Accommodation" in the subject line and provide a brief description of the type of assistance you need. This inbox will not be monitored for application status updates.

Business Area:

Dow Jones - Business Intelligence

Job Category:

Sales

Union Status:

Non-Union role