Head of Client Experience - North America

The role

The Head of Client Experience - North America leads and evolves the client experience strategy across the North America region. This person manages the regional client service framework and provides leadership oversight for senior client relationships and complex escalations.

What you will do

• Define and lead Rimes client experience strategy across North America.
• Develop, implement, and improve a consistent client service framework.
• Build and maintain relationships with senior and executive-level stakeholders.
• Act as an executive sponsor for high-value or complex client relationships.
• Provide regional oversight of service quality and consistency.
• Act as a senior escalation point for significant or complex client concerns.
• Partner with Sales and Account Management to support client retention and growth.
• Establish governance for reviewing client relationships, feedback, and escalations.
• Provide leadership, direction, and support to the global Client Experience function.
• Provide regular reporting to senior leadership on client trends and risks.

Required qualifications

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

About the company

Rimes provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture. The company serves institutional investors, asset managers, and service providers.