Client Retention Manager, Dow Jones
Office located in Bridge St, London
Business news & financial information publishing
Be an early applicant
Business news & financial information publishing
1001+ employees
Be an early applicant
Office located in Bridge St, London
1001+ employees
Company mission
To deliver trusted news and data to help businesses and society make decisions for a better future.
Role
Who you are
- Experience: 7+ years in client retention, customer success, or account management (Geopolitical focus preferred)
- Preferred but not disqualifying: previous experience in a leadership or supervisory role, with a strong emphasis on coaching, mentoring, and people development
- Customer Focused: Skilled in building lasting client relationships, with a deep understanding of customer needs and industry dynamics
- Analytical Skills: Proficiency in data analysis and CRM systems to drive informed strategies and measure success
- Strong Communicator: Excellent written and verbal communication skills alongside ability to speak at a high level with senior executives in client organizations
- Problem-Solver & Strategic Thinker: Able to make quick, data-backed decisions and proactively adjust strategies to improve outcomes
- Familiarity with client engagement technology stacks, CRM systems (SFDC), and productivity tools such as Google Suite, Airtable, Miro, Asana etc
- Initiative and Industry Knowledge: High level of self-motivation, with a deep understanding of B2B information or technology industries, with experience in product positioning and client engagement
What the job involves
- Reporting to the Head of Client Retention, the Client Retention Manager, GRI will be responsible for managing a team of Client Engagement Specialists (CES), focusing on retaining and nurturing Dow Jones’ professional business within the Global Risk Insights vertical (Dragonfly & Oxford Analytica brands)
- This role is critical to driving a strong retention strategy, reducing churn, and ensuring a high level of customer satisfaction across diverse markets
- The successful candidate will possess a deep understanding of customer lifecycle management, data analytics, and market insights to underpin retention initiatives, along with geopolitical knowledge and collaboration with our analyst team to help clients leverage their contracts as much as possible
- In this role, the Client Retention Manager, GRI will develop and implement advanced client retention strategies, providing direction and mentorship to a group of CES to maximize customer satisfaction and loyalty, fostering sustained business growth and profitability, as well as working to project manage our continued integration of the Dragonfly & Oxford Analytica brands under Dow Jones
- The successful candidate will combine leadership capabilities with strategic insights and will work to ensure the team consistently meets or exceeds retention targets and business objectives through a robust, client-focused approach
- Team Leadership: Guide and support a team of CES, setting clear objectives and managing performance to achieve retention targets and onboarding/migration objectives. Act as an escalation point for client issues, ensuring timely resolution
- Collaboration: Work closely with your team, Account Managers, Product and Analyst teams to ensure successful client engagement, onboarding and retention within your assigned remit
- Foster collaboration between departments to develop ongoing retention strategies and maximize customer satisfaction
- Retention Strategy Contribution: Design and implement region-specific retention strategies tailored to GRI clients, aligning with company goals and driving client satisfaction
- Customer Relationship Management: Build strong relationships with strategic clients to reinforce Dow Jones’ value, addressing their unique business needs and industry challenges
- Reporting & Risk Management: Provide accurate and timely reporting on retention metrics and churn risks
- Build a comprehensive risk radar to identify potential threats and opportunities for improvement in client relationships
- Data-Driven Insights: Use analytics to evaluate performance, identify risks, and improve retention strategies. Leverage insights to support cross-sell initiatives and increase revenue opportunities
- Onboarding: Provide a full plan for all clients showing stages of onboarding, including technical, training, post go-live and ongoing support services
- Ensure collaboration with Sales, Specialists, Product and Analyst teams to ensure tasks for onboarding and go-live are suitable split and completed
- Sales Support: Offer insight and support in the pursuit of new sales within existing client accounts, collaborating with Account Executives to maximize customer ROI and expand revenue streams
- Training & Learning Collaboration: Work with your teams to facilitate and structure detailed learning and onboarding programmes with your clients alongside our Product Training team, including for large onboarding of new clients, product migrations and sunsets
- Performance & Incentive Tracking: Work to ensure correct performance calculation and documentation for CES during each quarterly retention audit process also, as well as working on SPIFs and local incentives to drive performance
Salary benchmarks
Our take
Dow Jones is a global leader in news and business intelligence, powering a range of well-respected brands, including The Wall Street Journal, Financial News, MarketWatch, and more. The company delivers its content to consumers through a range of formats, such as print, digital, mobile, and live events.
As companies seek to draw Millennials and Gen Z consumers to their platforms, adaptability is vital, since they are driving the demand for innovative tools and techniques, as the world evolves toward the digital-first era. Dow Jones has proven its ability to meet product optimization challenges with its reimagined Factiva offering that includes a list of new features, such as personalized results, an easy-to-use modern interface, and faster free-text search, all with a mobile-first design that adapts to any device.
The company has also focused on new product innovation by expanding its portfolio of capabilities and partnerships, further expanding into AI-powered personalization technologies and ongoing digital transformation. Already a powerhouse in the market, Dow Jones is well set to capitalize on future expansion and innovation opportunities.
Steph
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Company benefits
- 20 weeks of parental leave
- 4 weeks of paid caregiver leave
- Up to 4 weeks of remote work per year
- 1 paid volunteer day annually
- $700 caregiver reimbursement
- Headspace emotional wellness membership
- ClassPass fitness and wellness membership
- Financial rewards for well-being activities
Company HQ
Theater District, New York, NY
Leadership
Almar Latour
(CEO)Before becoming the CEO of Dow Jones and Publisher of The Wall Street Journal, they were the Publisher of Barron’s Group and Executive VP of Dow Jones. They were also the previous Executive Editor of The Wall Street Journal.
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