Head of Clients, US Investment Solutions

Mercer • New York, NY

111d • $232,000 - $348,000

About The Position

We are seeking a talented individual to join our US Investment Solutions team at Mercer. This role will be based in the US with a preference for New York or Boston locations. This is a hybrid role that has a requirement of working at least three days a week in the office. Mercer is seeking an experienced and strategic Head of Clients, US Investment Solutions to serve as a core leader within our US Investment Solutions business. This role is pivotal in shaping and executing client engagement strategies that support long-term business growth, enhance client retention, and reinforce Mercer’s position as the premier provider of investment solutions.

Requirements

• Minimum 15+ years of industry experience with a strong background in client management, sales, or benefits.
• Proven experience managing client relationships, including setting and managing client expectations.
• Exceptional active listening skills, sensitivity to diverse audiences, and strong follow-up capabilities.
• Demonstrated leadership skills with experience developing and managing high-performing teams.
• Strong strategic thinking and communication skills, with the ability to influence at all organizational levels.
• Experience working collaboratively across multiple stakeholders and functions.

Responsibilities

• Lead the development and execution of a comprehensive US investment solutions client support strategy aligned with Mercer’s long-term growth objectives.
• Design, implement, and oversee client retention strategies, including ‘at risk’ client monitoring and loss budget management.
• Develop toolkits and resources that empower consultants and lead relationship managers to effectively communicate Mercer’s client value proposition throughout the investment journey.
• Continuously enhance the client experience across all touchpoints—from onboarding to reporting and digital engagement.
• Ensure delivery of appropriate service levels that provide measurable client value while maintaining profitability.
• Act as a central connector within the US investment business to integrate Mercer’s best ideas and services, supporting profitable growth and client retention.
• Standardize processes and deliverables to ensure consistency, efficiency, and quality in client service.
• Amplify key investment messages, including best ideas, platform updates, and reference portfolios, collaborating with relevant stakeholders on content and communication strategies.
• Collaborate with stakeholders to define and refine messaging frameworks, identify gaps, and develop additional content to support client discussions.
• Serve as a conduit between the US business and global research teams to influence the global research agenda and ensure alignment with US market needs.
• Participate as a member of the global Investment Policy Committee and represent US interests on various investment committees and the US Event Response Team.
• Strengthen feedback loops to circulate innovative ideas and enhance Mercer’s market position.
• Lead, develop, and inspire a high-performing team, fostering individual achievement, career growth, and supporting diversity and inclusion initiatives.

Benefits

• Health and welfare benefits
• Tuition assistance
• 401K savings and other retirement programs
• Employee assistance programs

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees