Client Executive / Relationship Manager

at  Mercer

Mercer is seeking candidates for the following position based in the Sydney or Melbourne office:

WE WILL COUNT ON YOU TO:

The relationship management and growth of a segment of Mercer Super’s corporate super clients (typically with FUM greater than $10m).
The focus on growth relates to winning new clients, supporting expansion of existing clients, increasing member participation (measured by number of active members in the plan given applicable workforce) and member balances through consolidations. The focus on retention is achieved through proactive and responsive client servicing and escalation to ensure client service matters are addressed in a timely manner and to the high quality of service expected by Mercer.
The Client Executive has overall responsibility for client win, growth and retention targets, including applicable client satisfaction. The Client Executive will be responsible for maintaining and keeping MercerForce (or equivalent CRM) up to date for Corporate Super & Clients activities and campaigns.
The Client Executive is also responsible for overseeing the transition and onboarding of clients within the segment to maximise employer experience (via engagement with Product, Operations and Sales) and promotion of growth (via engagement plans, use of educational resources to improve awareness of Mercer Super and benefits of membership as part of the establishment of the plan within Mercer Super).
Core activities for the Client Executive include: understanding our clients’ business, financials, culture and drivers of success to interpret their needs and expectations of Mercer; connecting and collaborating across all the activities between Mercer and clients; developing and executing client account plans to win, grow and retain; overseeing client changes, projects and incidents to ensure they are progressed and closed in a timely manner and with a high quality expected by Mercer; initiating and renewing applicable contracts or work requests; looking for opportunities to expand our services to optimise client and member outcomes; and building strong relationships with the c-suite and senior management of the client’s organization.

• Build strong relationships with the client and key client stakeholders to support win, grow and retention objectives, while building client satisfaction and building Mercer’s position as a valued partner within the client.
• Achieve commercial outcomes and objectives, and execute the strategic account plan aimed at achieving the goals of the client and that of the organization in FUM, members & NOI
• Execute on contractual compliance, obligations, inclusions and exclusions
• Lead escalation of issues in order to find remedy, in conjunction with the relevant team members
• Win, grow and retain employer relationships via:
• Regular interaction and engagement with employers and members, including leveraging education and marketing team to improve engagement and growth
• Proactively keeping employers and members up to date with changes both within Mercer and the broader environment, including monitoring industry changes and media
• Maintenance and execution key account plans, including maintaining the Client Relationship Management platforms and conducting regular client service team meetings for applicable clients
• Preparation, attendance and presentation of Policy Committee Meetings, strategic account meetings and other client meetings
• Promote Mercer Super, Mercer and Marsh McLennan through campaigns and activities to support the objectives
• Being an advocate for employer and adviser requirements
• Work with clients and Mercer teams to ensure contracted services grow and are renewed/retained, and opportunities for expansion across Mercer and MMC are proactively identified and pursued
• Proactively respond to opportunities to drive objectives, including tender requests and identified opportunities
• Overseeing the transition and onboarding of clients within the segment to maximise employer experience
• Support awareness and promotion of Mercer Super for new and existing clients through regular attendance at the client, engagement in clients onboarding and induction process for new employees, and other campaigns and activities
• Maintaining MercerForce (or equivalent CRM) for Corporate Super & Clients activities and campaigns
• Ensuring growth in number and strength of client relationships at c-suite and key client personnel, including frequency of high-quality interactions with clients
• Contribute to the high-performance of client engagement teams by leveraging and sharing knowledge / skills with clients, and within the industry
• Drive strategic objectives and operational performance