(BCS) Client Retention Strategy Manager, Regional

Marsh McLennan•Los Angeles, CA

15d•$92,500 - $197,100•Hybrid

About The Position

The BCS Client Retention Strategy Manager develops and executes regional strategies to strengthen client relationships, improve satisfaction, and support long-term retention. The role partners with client-facing colleagues and internal stakeholders to identify retention risks, address service challenges, and deliver consistent, differentiated client experiences. It uses client feedback and business trends to coordinate proactive engagement plans and translate insights into actions that protect revenue and create opportunities for growth. The manager owns the regional escalation process from intake through resolution, maintains the at-risk register, leads stabilization plans and cross-functional resolution teams, and monitors whether corrective actions are sustained. The role builds early-warning indicators and a regional risk-review cadence, sets service delivery standards, and provides executive-ready reporting to the CCRO. It also partners with technology and process owners to scale durable improvements into standard practices.

Requirements

Bachelor’s degree or equivalent professional experience.
7+ years in insurance brokerage, carrier, or risk services operations with exposure to client and/or operations service delivery.
Demonstrated ownership of complex client escalations through resolution, including senior stakeholder communication.
Working knowledge of the brokerage service lifecycle, including onboarding, placement support, policy issuance/checking, endorsements, certificates, invoicing, claims advocacy, and renewal servicing.
Strong analytical capability to interpret operational data, identify trends and root causes, and build a defensible case for change.
Proven ability to influence and deliver results across functions without direct reporting authority.
Root-cause orientation and a continuous improvement mindset.
Client empathy with commercial judgment and decisiveness under pressure.
Pattern recognition and systems thinking.
Influence, negotiation, and disciplined follow-through.
Clear executive communication, written and verbal.

Responsibilities

Own the regional escalation intake-to-resolution process, including tiering, response SLAs, root-cause diagnosis, corrective action plans, and client communication in partnership with the client executive.
Maintain and manage the regional at-risk register, including risk rating, drivers, revenue exposure, renewal timing, and stabilization status, and lead stabilization plans with clear exit criteria.
Lead cross-functional resolution teams across BCS value streams and operations leaders, influencing without direct authority and escalating to the CCRO with recommendations when required.
Monitor solution sustainment through checkpoints such as 30/60/90 days, reopen issues when indicators regress, and convert durable fixes into standard practices, including procedures, job aids, training, and system configuration.
Build and calibrate early-warning triggers and thresholds using operational, relationship, structural, and commercial signals, and run a standing regional risk review cadence.
Set, socialize, and hold teams accountable to service delivery standards, including responsiveness, accuracy, proactivity, documentation, and client communication.
Provide executive-ready reporting to the CCRO on themes, systemic gaps, and remediation progress, and partner with technology and process owners to scale fixes.