Address
Form of workCompany:
Mercer
Description:
Mercer (US) LLC is seeking candidates for the following position based in the Chicago, IL office (Remote work may be permitted within a commutable distance from the worksite):
Client Excellence Manager
We will count on you to:
Focus on client retention and satisfaction, executing on the requirements effectively and bringing new ideas on how to operate more efficiently and evolve their benefits in line with their benefit philosophy. Develop expertise in specific topics of interest, including Darwin, global financing, wellness and Diversity and inclusion. Share best practice deliverables and client journeys as case studies to support continuous learning. Improve customer service relationships and assist in customer retention. Develop business cases for environmental market strategies. Integrate environmental information into company marketing strategies, policies and activities. Identify, develop, and evaluate marketing strategy based on knowledge of establishment objectives, market characteristics, and cost and markup factors. Serve as the main point of contact for the client and establish a trusted relationship and manage the day-to-day deliverables and escalations. Support clients on their benefit journeys, marketing new benefit designs, solutions, and expansion into new markets. This may include leveraging additional modules that would meet the client's evolving needs. Report to a Client Excellence local leader and be an integral part of a wider Client Excellence Manager (CEM) network. Perform account management of large multinational clients. Forge strong relationships with different types of internal and external stakeholders. Understand each client's priorities, benefits philosophy and ways of working. Manage re-bids and turn around clients at risk into a positive relationship. Identify, oversee and resolve ad hoc client issues. Achieve client portfolio revenue retention of at least 95% on a three-year rolling average. Establish a strong governance framework, guide Service Excellence Managers (SEMs) in their deliverables and tailor requirements to the client's needs. Bring together seamless delivery of both Darwin and GBM. Scope and deliver high standard annual stewardship meetings alongside the wider client team and other agreed deliverables, including quarterly business reviews. Identify and own cross-sell and expansion opportunities. Participate in innovation sessions, identifying problem areas, and thinking of potential solutions. Influence and guide SEMs and clients on the relevance of the trends and how they can effectively execute the initiatives. Position supervises eight (8) Client Service Managers.
What you need to have:
Must have a Bachelor's degree or foreign equivalent in Business Administration, Marketing, or a related field plus five (5) years of progressively responsible post-baccalaureate experience in the position offered, or as a Client Manager, Account Manager, or a related position. In the alternative, the employer will accept a Master's degree or foreign equivalent in Business Administration, Marketing, or a related field plus three (3) years of progressively responsible experience in the position offered, or as a Client Manager, Account Manager, or a related position. Employer will accept pre- or post-Master's degree experience. Must have five (5) years (or three [3] years in the alternative with a Master's) of experience with all of the following: Working in a Global Benefits B2B environment; Managing multinational client relationships including maintaining and developing client satisfaction; Working with client expansion plans in benefits administration technology; Expanding client technology, consulting and broking propositions; Managing client Benefits Administration technology and defining the value; Understanding and translating employee benefit analysis into findings and recommendations for clients and other team members; Establishing alignment of services, consistency in services and operational processes for Global clients; Problem solving and servicing to improve the operational support model of Benefits Administration solutions; Explaining a range of HR technology products and solutions and articulating value in HR digitization; Meeting sales targets, establishing a sales pipeline and expanding existing benefit administration across clients' global footprint. Travel reqt: 30% domestic and international travel is required to various and unanticipated company and client sites.
Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's approximately 25,000 employees are based in 43 countries and the firm operates in 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with more than 85,000 colleagues and annual revenue of over $20 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit mercer.com. Follow Mercer on LinkedIn and X.
Marsh McLennan 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 TANA@mmc.co
#LI-DNI
Mercer
Description:
Mercer (US) LLC is seeking candidates for the following position based in the Chicago, IL office (Remote work may be permitted within a commutable distance from the worksite):
Client Excellence Manager
We will count on you to:
Focus on client retention and satisfaction, executing on the requirements effectively and bringing new ideas on how to operate more efficiently and evolve their benefits in line with their benefit philosophy. Develop expertise in specific topics of interest, including Darwin, global financing, wellness and Diversity and inclusion. Share best practice deliverables and client journeys as case studies to support continuous learning. Improve customer service relationships and assist in customer retention. Develop business cases for environmental market strategies. Integrate environmental information into company marketing strategies, policies and activities. Identify, develop, and evaluate marketing strategy based on knowledge of establishment objectives, market characteristics, and cost and markup factors. Serve as the main point of contact for the client and establish a trusted relationship and manage the day-to-day deliverables and escalations. Support clients on their benefit journeys, marketing new benefit designs, solutions, and expansion into new markets. This may include leveraging additional modules that would meet the client's evolving needs. Report to a Client Excellence local leader and be an integral part of a wider Client Excellence Manager (CEM) network. Perform account management of large multinational clients. Forge strong relationships with different types of internal and external stakeholders. Understand each client's priorities, benefits philosophy and ways of working. Manage re-bids and turn around clients at risk into a positive relationship. Identify, oversee and resolve ad hoc client issues. Achieve client portfolio revenue retention of at least 95% on a three-year rolling average. Establish a strong governance framework, guide Service Excellence Managers (SEMs) in their deliverables and tailor requirements to the client's needs. Bring together seamless delivery of both Darwin and GBM. Scope and deliver high standard annual stewardship meetings alongside the wider client team and other agreed deliverables, including quarterly business reviews. Identify and own cross-sell and expansion opportunities. Participate in innovation sessions, identifying problem areas, and thinking of potential solutions. Influence and guide SEMs and clients on the relevance of the trends and how they can effectively execute the initiatives. Position supervises eight (8) Client Service Managers.
What you need to have:
Must have a Bachelor's degree or foreign equivalent in Business Administration, Marketing, or a related field plus five (5) years of progressively responsible post-baccalaureate experience in the position offered, or as a Client Manager, Account Manager, or a related position. In the alternative, the employer will accept a Master's degree or foreign equivalent in Business Administration, Marketing, or a related field plus three (3) years of progressively responsible experience in the position offered, or as a Client Manager, Account Manager, or a related position. Employer will accept pre- or post-Master's degree experience. Must have five (5) years (or three [3] years in the alternative with a Master's) of experience with all of the following: Working in a Global Benefits B2B environment; Managing multinational client relationships including maintaining and developing client satisfaction; Working with client expansion plans in benefits administration technology; Expanding client technology, consulting and broking propositions; Managing client Benefits Administration technology and defining the value; Understanding and translating employee benefit analysis into findings and recommendations for clients and other team members; Establishing alignment of services, consistency in services and operational processes for Global clients; Problem solving and servicing to improve the operational support model of Benefits Administration solutions; Explaining a range of HR technology products and solutions and articulating value in HR digitization; Meeting sales targets, establishing a sales pipeline and expanding existing benefit administration across clients' global footprint. Travel reqt: 30% domestic and international travel is required to various and unanticipated company and client sites.
Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's approximately 25,000 employees are based in 43 countries and the firm operates in 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with more than 85,000 colleagues and annual revenue of over $20 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit mercer.com. Follow Mercer on LinkedIn and X.
Marsh McLennan 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 TANA@mmc.co
#LI-DNI
