Director - h&b strategic accounts

The Role

• Develop and execute the overall client servicing strategy to enhance client satisfaction, retention, and long-term partnership growth.
• Build and maintain executive-level relationships with key clients, serving as a trusted advisor and strategic point of contact.
• Lead and mentor client servicing teams, fostering a culture of excellence, collaboration, and continuous improvement.
• Oversee delivery of client solutions and services, ensuring quality, efficiency, and consistency across all engagements.
• Partner with business leaders and cross-functional teams to align resources and deliver client-centric solutions.
• Drive client retention strategies and proactively manage client risks, escalations, and complex service issues.
• Identify and pursue opportunities for account expansion, cross-selling, and upselling to support revenue growth objectives.
• Monitor client satisfaction metrics and feedback, implementing data-driven improvements to enhance the client experience.
• Provide strategic insights and recommendations to clients based on market trends, industry developments, and emerging opportunities.
• Lead regular business reviews with clients, presenting performance results, strategic initiatives, and future recommendations.
• Establish and monitor KPIs and service standards to ensure achievement of client servicing objectives.
• Contribute to business planning, operational excellence, and overall organizational growth initiatives.

QUALIFICATIONS

The Requirements

• Bachelor's degree in Business Administration, Marketing, Finance, or a related field.
• Master's degree preferred.
• Significant experience in client servicing, account management, relationship management, or a similar leadership role.
• Demonstrated success managing strategic client portfolios and leading client-facing teams.
• Proven ability to develop and maintain relationships with executive-level stakeholders.
• Strong commercial acumen with experience driving revenue growth through client retention and account expansion.
• Exceptional leadership, communication, negotiation, and stakeholder management skills.
• Strong analytical and problem-solving abilities with a customer-centric mindset.
• Proficiency in CRM platforms and client management tools.
• Experience working in a fast-paced, matrixed, and client-driven environment.

• Strategic Leadership
• Executive Relationship Management
• Client Retention & Growth
• Commercial & Business Acumen
• Team Leadership & Talent Development
• Stakeholder Management & Influence
• Change Management
• Operational Excellence
• Decision-Making & Problem Solving
• Customer-Centric Approach

Benefits

• International Medical Insurance
• Group Life Insurance

Application Process

• Stage 1: Online application and recruiter review
• Stage 2: Interview with hiring manager and team
• Stage 3: Offer and onboarding

WTW is an equal opportunity employer and provides application, interview, and workplace accommodations to applicants as needed.