Client Experience Manager

Location Victoria


We have a great opportunity for a Client Experience Manager to join our Client Growth team in Australia and make a difference You will be managing the Client Experience program for the Pacific region which incorporates client face-to-face and online reviews, major bid reviews, post transition reviews and project reviews to ensure Mercer delivers an exceptional client experience. Your responsibilities will include: Leading the business in relation to all facets of the Client Experience program, including developing new programs, continuous improvements, delivery and client participation Coordinating interviewers for face-to-face client reviews Monitoring and revising the Client Experience programs to ensure Mercer is utilising the best tools and methods to seek and respond to feedback from clients Tracking and reporting on Client Experience feedback, gaining an understanding of the analytics (qualitative and quantitative) provided by the clients so improvements can be implemented Drive results from the programs by owning the outcomes intended and then inspire, motivate internal stakeholders to ensure accountability of the results is delivered Qualifications and Experience: Strong organisational, project management and change management skills Good communication skills- interpersonal written and verbal Basic data analytics skills – ability to critically review the feedback and develop Mercer wide insights and actions to deliver to the business Knowledge of Mercer products and services offers is of great benefit Advantageous to have an understanding of market insights or organisational insights knowledge Demonstrated ability in stakeholder management with sound commercial acumen At Mercer , we make a difference in the lives of more than 110 million people every day by advancing their health, wealth, and careers. We’re in the business of creating more secure and rewarding futures for our clients and their employees — whether we’re designing affordable health plans, assuring income for retirement or aligning workers with workforce needs.

Using analysis and insights as catalysts for change, we anticipate and understand the individual impact of business decisions, now and in the future. At Mercer, we say we Make Tomorrow, Today. If you have a desire to work for one of the top professional services companies in the world, can work independently, and are committed to providing top quality service to clients, then APPLY now to Philippa Martin by following the link provided.

Please note should your resume be shortlisted, you will receive a link from HireVue to complete a digital video interview as part of the recruitment process. Applications will only be accepted from candidates that have the appropriate approval to work in Australia. Successful applicants will be required to complete Criminal Record check prior to commencement of employment.

Mercer is an equal opportunity employer committed to embracing a diverse, inclusive and flexible work envir.

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1 Oct 2018


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