Junior Client Experience Manager

About Capital Economics

At Capital Economics, we deliver independent macroeconomic and thematic insights through our product portfolio, challenging the status quo and partnering for our clients' success. We don't simply echo the mainstream views; our Economists originate the insights that matter, offering a new perspective that drives superior investment outcomes and profitable decisions.

Our comprehensive coverage spans over 100 economies, and supports banks, financial and commodity markets, and real estate sectors. By leveraging our bold insights, real-time and proprietary data services and analysis, clients receive differentiated value, and investors uncover profitable opportunities and identify risks that others miss.

We don't just repeat and report the consensus headlines; using our unique methodologies we challenge them. We provide each member of our community the critical edge needed to navigate complex financial landscapes and make informed, profitable investment decisions.

Role Summary

Reporting to the Global Head of Client Experience, the Junior Client Experience Manager will be responsible for maintaining and strengthening relationships with Gateway clients to reduce churn and maximize client lifetime value. This role focuses on proactive engagement, demonstrating value, and ensuring client satisfaction through tailored interactions. In addition to core retention and adoption duties, you will be expected to actively engage in nurturing and upsell opportunities. Junior Client Experience Managers can advance to roles within Sales including the Client Experience team or New Business team.

The ideal candidate is proactive and dynamic, thriving in a sales environment where initiative and creative problem-solving are essential. They are a natural relationship builder, skilled at connecting with people, earning trust, and fostering long-term partnerships. Tech-savvy and comfortable with CRM systems, analytics tools, and digital platforms, they leverage data to enhance client engagement. Commercially minded, they understand how retention drives revenue and can identify opportunities for upselling and cross-selling. Adaptable and curious, they embrace learning, quickly respond to changing priorities, and remain focused on delivering exceptional value to clients.

Key Responsibilities

• Proactively manage renewal processes and negotiate contract terms.
• Build and maintain strong relationships with users across your Gateway accounts.
• Monitor client engagement and usage metrics to identify at-risk accounts.
• Share relevant content and thought leadership articles to maintain ongoing value perception.
• Conduct regular check-ins and strategic reviews with key clients.
• Promote webinars, Q&A sessions, and periodic events to keep clients informed and engaged.
• Collaborate with Client Success, Sales, Finance, Product and Economist teams to resolve issues.
• Net Promoter Score (NPS) improvement.
• Present premium solutions, add-on services, or higher-tier packages that align with client goals.
• Document all interactions and updates in the CRM system.

The ideal candidate will meet some or all the following qualifications:

• 1-3 years in a client facing role such as account management, client success, or sales support.
• Experience in SaaS, financial services, or subscription businesses where renewals and upsells are key.
• An understanding of macroeconomics is also desirable.
• Value selling experience useful, ideally having used MEDDPIC methodology.
• Strong interpersonal and communication skills with a proven ability to build relationships.
• Ability to analyse data and generate actionable insights to improve client outcomes.
• Experience using CRM software including Salesforce and Tableau.
• Strong problem-solving skills and the ability to work independently.
• Organised, proactive, and capable of managing multiple accounts simultaneously.
• A passion for delivering excellent service and advocating for client needs.

We offer world class training including comprehensive coaching on value selling including AI generated persona role plays.

Capital Economics has been recognised as Great Place to Work® UK. We are an equal opportunities employer with an active DE&I programme. We recognize the importance of a diverse workforce and are dedicated to building a culture where everyone feels valued and empowered to bring their whole selves to work.

We strive to foster a workplace that values diversity and promotes mutual respect and understanding. Our hiring practices are based on business needs, merit, and qualifications. Capital Economics ensures that all employment decisions are made without bias, and we continuously work to eliminate discrimination and harassment in all forms.

Company Benefits:

• Good annual leave (25 days plus your birthday)
• Salary sacrifice pension scheme
• Life assurance
• 24-hour online GP
• Health Assured (Employee Assistance Programme)
• Hybrid working
• Training & development
• Good additional maternity and paternity policies
• Bike to work scheme
• Thriving social committee

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