Head of Client Experience (North America)

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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
• 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

Benefits

• Hybrid working model
• Training and support opportunities

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

• Only selected candidates will be contacted for interviews. We appreciate your understanding. Thank you for considering a career with us