Head of Client Experience

The Opportunity

The Head of Client Experience – North America is responsible for leading and evolving Rimes’ client experience strategy across the North America region, ensuring clients receive a consistent, high-quality experience across products and services. 

The role owns the regional client service framework and provides leadership oversight of senior client relationships, client feedback, service performance, and complex escalations within North America and other regions. Working closely with Sales, Account Management, Operations, Product, Technology, and global Client Experience leadership, the Head of Client Experience – North America ensures that client needs are understood, appropriately prioritized, and translated into meaningful action. 

This role represents the voice of the North American client across Rimes, strengthens executive-level relationships, and supports client retention, advocacy, and sustainable revenue growth within the region. 

Responsibilities: 

Global Client Experience Strategy 

• Define and lead Rimes’ client experience strategy across North America, aligned with the company’s broader business and commercial objectives. 
• Develop, implement, and continuously improve a consistent client service framework. 
• Establish clear standards for client engagement, relationship governance, service reviews, feedback management, and escalation handling. 
• Advocate for the specific needs of North American clients while maintaining consistency with Rimes' global client experience approach. 
• Drive initiatives that enhance the client experience throughout the customer lifecycle and contribute to long-term client satisfaction and retention. 

Strategic Client Relationship Management 

• Build and maintain trusted relationships with senior and executive-level stakeholders across Rimes’ key North American clients. 
• Act as an executive sponsor for strategically important, high-value, or complex client relationships. 
• Ensure that Rimes has a clear understanding of each strategic client’s business priorities, expectations, challenges, and evolving requirements. 
• Lead or participate in executive business reviews, strategic relationship discussions, and other senior client engagements. 

Service Delivery and Operational Oversight 

• Provide regional oversight of the quality and consistency of service delivered to clients. 
• Work closely with regional, operational, and service teams to monitor significant client issues, delivery concerns, and emerging risks. 
• Ensure that material operational issues are managed with appropriate urgency, ownership, governance, and client communication. 
• Challenge and support teams to deliver sustainable resolutions rather than short-term fixes. 

Global Escalation Management 

• Act as a senior escalation point for significant or complex client concerns. 
• Take executive ownership of material client escalations and coordinate the appropriate cross-functional and regional response. 
• Establish clear governance for escalation management, including ownership, decision-making, communication, and resolution expectations. 
• Ensure clients receive timely, transparent, and appropriate communication throughout the escalation process. 

Commercial Partnership and Growth 

• Partner with Sales, Account Management, and regional commercial teams to support client retention, relationship growth, and long-term value. 
• Provide client insights that help identify evolving needs, expansion opportunities, and areas where Rimes can deliver additional value. 
• Contribute to strategic account planning, renewals, executive-client presentations, and selected business-development activities. 
• Participate in prospective-client discussions where senior client experience leadership would add value. 

Cross-Functional and Regional Collaboration 

• Partner closely with global and regional teams to ensure a coordinated and consistent approach to client experience. 
• Bring together relevant stakeholders to resolve issues that cross geographic, organizational, product, or service boundaries. 
• Establish clear accountability between relationship owners, service teams, operational teams, and supporting functions. 
• Build strong working relationships with Sales, Account Management, Product, Technology, Operations, Risk, and other relevant teams. 

Client Experience Governance and Reporting 

• Establish appropriate governance for reviewing client relationships, feedback, escalations, service risks, and improvement initiatives. 
• Define meaningful measures for monitoring the health and effectiveness of the client experience. 
• Provide regular reporting and insights to senior leadership on client trends, risks, priorities, and opportunities. 
• Ensure that client-experience data and feedback are used to inform business decisions and improvement plans. 

Team Leadership and Capability Development 

• Provide leadership, direction, and support to the global Client Experience function. 
• Establish clear objectives, responsibilities, accountability, and ways of working across the team. 
• Develop the team’s capability in strategic relationship management, executive engagement, commercial awareness, problem-solving, and escalation management. 
• Build an inclusive, collaborative, and high-accountability working environment. 

Requirements:

• Bachelor’s degree or equivalent relevant professional experience. 
• Significant senior leadership experience in client experience, client services, relationship management, account management, or comparable client-facing function. 
• Experience in financial data, financial technology, managed data services, capital markets, investment management, or another complex B2B service environment. 
• Proven experience leading client experience or client relationship activities across multiple regions, markets, or business areas.