Junior Client Experience Manager

Responsibilities

• Client Engagement, Adoption, and Lifecycle
• Own the client journey from onboarding through renewal for your portfolio, making sure new clients are set up to realise value quickly and that engagement builds through the relationship.
• Monitor how clients are using CE products and identify where engagement is dropping or where usage hasn't moved beyond surface-level content consumption. Promote relevant research, webinars, economist Q&A sessions, and data tools to increase the depth of how clients interact with CE.
• Deliver onboarding and refresher sessions tailored to how different users within an account actually work.
• Maintain success plans and keep CRM accurate so your portfolio tells its own story.
• Renewals
• Run renewals end-to-end, covering planning, stakeholder coordination, negotiation, and close within commercial guardrails.
• Track renewal timelines and deliver accurate forecast inputs on time.
• Capture evidence of value after client interactions, documenting what the client used, what decision it informed, and what happened as a result. This is the foundation of every renewal conversation.
• Commercial Growth
• Stakeholder Management and Collaboration
• Build strong relationships with your primary contacts and regular users and maintain a clear stakeholder map, including where access is too narrow and needs broadening.
• Work with the Economist, Product, and Marketing teams to resolve client issues and route feedback through agreed channels.
• Team Contribution
• Share what you're learning and participate actively in team cadences, clinics, and pipeline sessions. Ask the questions that sharpen everyone's commercial thinking.

Requirements

• One to two years in a client-facing B2B role, whether client success, account management, or sales support. Financial services experience preferred.
• Comfortable running renewal conversations and negotiating within defined parameters.
• Strong on process and able to manage a renewal portfolio, keep CRM accurate, and meet deadlines.
• Comfortable with CRM and analytics tools.
• Clear communicator who can build rapport and run a structured client meeting.
• Organised, proactive, and self-managing.
• The role carries a commission structure tied to client adoption, retention, and growth outcomes.

Additional Information

Client Experience at Capital Economics (CE) is the commercial function that owns how clients adopt, use, and grow their relationship with CE. The team manages the full commercial lifecycle from onboarding through renewal and expansion across a global base of institutional clients. Clients come to CE because macroeconomic insight drives better decisions. The product set, including proprietary data, forecast models, economist access, and analytical tools, is designed to embed directly into how institutions make investment, risk, and policy decisions. Your job is to make sure that's actually happening and that clients can see the value when it matters. You'll own a portfolio of accounts end-to-end. The revenue in your book is real, and how you manage it has a direct effect on whether clients stay, grow, or leave. CE runs a structured, methodology-driven commercial operation with AI-assisted tools built into the daily workflow. You'll work within defined frameworks from day one and build your own commercial judgment quickly from there.

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