Director - Client Relationship Management / Broker

The Client Advocate is responsible for cultivating and maintaining client relationships that includes leading strategy development and execution. They have ownership of the E365 Service plan, engaging expert resources and leading pricing and profitability efforts. The client advocate arranges WTW resources to provide coordinated service and placement to meet the client’s insurance and risk management needs. A Senior Client Advocate should be the top Relationship Management colleague for accounts to which they are assigned. An SCA has a strong connection to the client’s business and a fundamental understanding of its industry, thus this relationship is a business partnership with client decision makers. They are ultimately responsible for client retention, client profitability, and delivery of all outcomes for their assigned clients. The Senior Client Advocate (SCA) is responsible for maximizing revenue from existing clients. Needs to be comfortable “upselling” the client and growing the account. The SCA will lead RFPs, oral presentations and pitches. As a senior member of the organization, you will have additional responsibility serving as: 

• A mentor to colleagues
• A Subject Matter Expert for one or more lines of business
• A Team Leader

This role offers a hybrid working opportunity, with some required office time and travel to client locations.

The Role

• Retains existing book of business and develop and strengthen client relationships – recognized as primary client relationship contact
• Contributes to new business opportunities for new clients and develops business opportunities with existing clients
• Drives the RFP response process, including review, identification, and coordination of resources and expertise required, and ultimate document ownership
• Engages with sales and broking to understand marketplace changes
• Establishes comprehensive understanding of client’s industry, business, and objectives
• Provides strategic planning and consulting advice to clients; monitors insurance and risk management needs in collaboration with WTW resource, practice, and industry groups. Recommends appropriate solutions throughout the policy term (including acquisition due diligence)
• Drives creation and delivery of E365 Plan and Client Stewardship report
• Identifies, engages, and integrates delivery of all WTW internal resources to deliver on the client experience
• Leads and mentors account team members
• Maximizes the profitability and retention of their book of business
• Negotiates, creates, and delivers fee/compensation agreements to clients
• Informs client’s insurance program design and strategy by working in conjunction with Broking to ensure utilization of appropriate analytical tools
• Drives design and delivery of client presentations/proposals, client advocacy reports, client service plans and schedules
• Drives the renewal process to establish and implement the client-specific renewal strategy. Collaborates with WTW resource, practice, and industry groups to develop and deliver renewal to clients.
• Ensures Group policy requirements (legal, regulatory & compliance) are met
• Other duties as identified and appropriate to ensure exceptional client experience

The Requirements