Manager, Client Experience, APAC

1 week ago

Hong Kong Island, Hong Kong SAR China LSEG Full time

Join to apply for the Manager, Client Experience, APAC role at LSEG . The Client Experience Team sits within the Benchmark and Index Management division of FTSE Russell. It is responsible for enhancing and maintaining a positive relationship with clients, ensuring their needs are met and expectations exceeded, and contributing to client satisfaction, retention and loyalty. Position Summary As a key client‑facing position, the Manager leverages knowledge of FTSE Russell products and the index investing ecosystem to enhance relationships with an APAC client base. Responsibilities include developing and maintaining long‑term relationships, collaborating with Index Sales and Account Management to generate new business and retain existing clients, providing actionable client feedback to improve FTSE Russell products and services, and managing all client‑experience milestones. This role has no commercial targets. Role Responsibilities Collaborate with key stakeholders to align and resource client‑impacting projects and initiatives. Serve as the SME and primary point of contact for assigned APAC clients, nurturing strong relationships. Handle inbound client queries on licensed data products professionally and meet SLAs. Build long‑term relationships, expanding FTSE Russell’s presence across the organization. Engage proactively with clients to understand challenges and strategic priorities, track progress. Analyse customer health scores, engagement levels and usage to identify retention and growth opportunities. Oversee client onboarding and associated training; ensure best practices for onboarding, training, and where applicable off‑boarding. Ensure timely and accurate execution of entitlements process via data distribution platforms. Track key metrics: client scorecards, NPS, complaints, escalations, MTTR, service improvements, retention. Maintain accurate CRM (Salesforce) updates for renewals and client interactions. Coordinate regular and bespoke reporting requirements for internal and external stakeholders. Provide guidance to client‑experience associates to ensure the highest level of service. Identify and implement training and development plans across the team aligned with performance goals. Skills & Experience Required Prior client‑facing role with experience managing teams and fostering career development. Experience with Index and Benchmark products and methodology. Deep understanding of Index and Benchmark business and client usage of products. Cross‑functional collaboration with Sales, Product, and Legal teams. Excellent verbal and written communication and presentation skills. Ability to distill information and communicate insights effectively. Superior customer relationship management; build strategic relationships. Highly organized, prioritization, accuracy, and efficiency. Creation of Knowledge Base articles for internal and external use. Equal Opportunity Statement LSEG is an equal opportunities employer. We do not discriminate on the basis of race, religion, gender, sexual orientation, etc., and provide reasonable accommodations as required. #J-18808-Ljbffr

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