Client Relationship Management - Specialist

Company:

Marsh

Description:

We are seeking a talented individual to join our team at Marsh. The location of the role is flexible with US Marsh Office location.

Who we are:

BCS Client Retention Management is responsible for developing and executing strategies that strengthen client relationships, improve satisfaction, and support long-term retention across the portfolio. The BCS Client Retention team partners with client-facing colleagues and internal stakeholders to identify retention risks, address service challenges, and deliver consistent, differentiated client experiences. This work includes analyzing client feedback and business trends, coordinating proactive engagement plans, and translating insights into actions that protect revenue and create opportunities for growth. BCS Client Retention Managers and Specialists contribute through strategic planning, program execution, reporting, and continuous improvement of retention practices.

We will count on you to:

On the BCS Client Retention team, we expect you to build and strengthen client relationships while supporting long-term retention. You will bring a proactive, analytical, and collaborative approach to identifying retention risks, addressing client needs, and turning insights into practical actions. We value clear communication, sound judgment, attention to detail, and the ability to partner effectively with BCS value streams, the Service Delivery Practice, client teams, and internal stakeholders. Most importantly, we expect you to be client-focused, results-oriented, and committed to continuously improving the client experience.

Key responsibilities

• Maintain the retention dashboard and scoring methodology inputs; ensure data quality and consistent definitions across teams.
• Maintain the at-risk register (risk rating, drivers, revenue exposure, renewal date, action status) and prepare weekly/monthly risk review materials.
• Coordinate targeted client and client-team engagement, including scheduling and documenting “stay” interviews based on dashboard scoring and signal thresholds.
• Support escalation solutioning by documenting intake details, tiering recommendations, corrective action plans, owners, milestones, and client communication artifacts.
• Track post-resolution monitoring windows (30/60/90 days) and compile sustainment indicators (recurrence, turnaround time, accuracy, complaint volume, client feedback).
• Identify trend themes and recurring failure points; surface insights to the CCRO team with recommended next actions.
• Maintain a knowledge base of playbooks, job aids, and standard templates; support training enablement when fixes convert to standard practice.

What you need to have:

• Bachelor’s degree or equivalent professional experience.
• 3–5+ years in operations, client service enablement, service management, analytics, or related insurance/brokerage environment (or equivalent transferable experience).
• Demonstrated ability to work with operational datasets and dashboards; strong attention to detail and documentation discipline.
• Comfort supporting client-facing meeting preparation and follow-up documentation in partnership with client executives.
• Strong coordination and stakeholder management skills in a matrixed environment.
• Preferred: experience with workflow/service management platforms, reporting tools, and process improvement methods.

What makes you stand out?

• Strong analytical and problem-solving skills, with the ability to identify patterns, recognize trends, and provide actionalable insights.
• Operational curiosity and a proactive approach to understanding processes and identifying opportunities for improvement.
• High level of ownership and accountability, with a demonstrated ability to follow-through on commitments, meet deadlines and deliver results.
• Ability to thrive in a deadline-driven environment while effectively managing competing priorities.
• Excellent written communication and organizational skills, with the ability to communicate clearly, concisely, and support effective meeting facilitation..
• Ability to navigate ambguity and manage multiple workstreams, and stay organized in a fast-paced environment

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [email protected].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

The applicable base salary range for this role is $68,100 to $145,100.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, 401K savings and other retirement programs as well as employee assistance programs.