Client Engagement Manager

The best of both worlds. That is what a position with Infopro Digital offers you. We are first a global company with 4,000 employees and annual revenues of over half a billion dollars, with a presence in 18 countries. Through our market-leading brands, we serve five professional communities – risk and insurance, automotive aftermarket, construction, retail, and industrials – enabling our clients to make informed business decisions and create new opportunities.

Secondly, our global brands focused on the financial services industry, known collectively as Risk Global, is a 300-person organization with offices in Hong Kong, London, Nashville, and New York. Working at Risk Global means being part of a company that has strong financial backing, while at the same time giving you the power to truly make a difference.

Our marketing team plays a critical role in shaping the success of our industry-leading B2B financial products and services. We are looking for a Head of Customer Success and Client Engagement to lead our Risk.net subscriptions team and maximize subscriber retention through improved engagement strategies. This role will be based in our London office with hybrid working options available.

OVERVIEW OF THE ROLE

We’re looking for an experienced and strategic leader to head up our customer success and client engagement function for Risk.net subscriptions. Reporting into the marketing function and collaborating closely with sales, digital, data, and editorial teams, this role will spearhead a newly established team to drive subscriber engagement and retention.

You will:

• Lead a team of two direct reports based in Lisbon, Portugal.
• Work with best-in-class marketing technology, including HubSpot, Salesforce, and client engagement dashboards.
• Be part of a wider London-based marketing team of 17 professionals, working alongside a global team spanning Lisbon, Nashville, and Hong Kong.
• Develop and execute strategies to maximize subscription retention and engagement.

KEY TASKS AND RESPONSIBILITIES

Client Onboarding:

• Ensure all new clients are onboarded within the first two weeks of subscription.
• Manage comprehensive walkthroughs of Risk.net’s features, including newsletter sign-ups, topic following, and key platform functionalities.
• Educate clients about additional products and services, including Risk Learning, Risk Conferences, and CRO Network/Leaders Networks.

Usage Engagement:

• Establish habitual platform usage within the first 30 days of subscription.
• Monitor client accounts for changes in engagement and usage trends from 1 to 9 months.
• Develop targeted plans to address declining engagement or inactivity.

Renewal Support:

• Partner with account managers in the final 90 days of the subscription term to drive renewals.
• Proactively troubleshoot and resolve client issues to maintain satisfaction and engagement.

Customer Metrics & Data Governance:

• Work closely with sales and marketing teams to track and improve customer health scores and KPIs.
• Maintain data hygiene and accuracy within CRM systems.
• Collaborate with internal teams, including Business Planning, Product, and Data teams, to optimize customer insights.

Upsell & Cross-Sell Opportunities:

• Identify and implement upsell and cross-sell strategies to drive additional ROI.
• Strengthen relationships across the subscriptions client base, working alongside sales and account management teams.

Relationship Management:

• Foster long-term client relationships through regular communication and engagement initiatives.
• Monitor customer satisfaction and proactively address any issues impacting retention.

ATTRIBUTES & ESSENTIAL CRITERIA

• Proven experience in customer engagement, account management, or client success.
• Strong communication and interpersonal skills, with the ability to build rapport over the phone and via digital channels.
• Highly organized and proactive, with problem-solving abilities.
• Familiarity with CRM systems and data analytics.
• Customer-centric mindset, with a passion for driving retention and engagement.

KEY COMPETENCIES

• Accountability: Ability to work independently and take ownership of projects.
• Communication Effectiveness: Collaborate with global teams across London, Hong Kong, USA, and Portugal.
• Analytical Mindset: Track, test, and optimize customer engagement and retention strategies.

KEY METRICS FOR SUCCESS

• Timely onboarding of all new clients.
• Increase in client engagement and platform usage within the first 30 days.
• Reduction in churn rates and improvement in renewal performance.
• Accurate and effective data management.
• Successful execution of upsell and cross-sell initiatives.

We know great people make great companies. Infopro Digital is defined by people and passion, and powered by knowledge and innovation. Everything we do is centred on trust, integrity and respect. Our collaborative approach drives creativity across our markets; and our focus on giving teams ownership allows us to build an entrepreneurial culture where our people and brands can thrive and grow.

We run a Foundation which supports a number of charities. Staff can volunteer to contribute their skills and expertise to make a meaningful difference to the lives of others.

In addition to a competitive salary we offer the following benefits:

• Flexible and hybrid working based on employee needs.
• 25 days annual leave (rising up to 30 days)
• Group personal pension plan
• Life assurance
• Interest free season ticket loan (STL)
• Private medical insurance
• Employee assistance programme
• Bonusly employee recognition
• Employee discount scheme
• Onsite monthly chair massage
• Eye-care Vouchers
• Discounted gym membership
• Agile/remote working
• Additional life assurance
• Bike to work
• Buying holiday
• Dental insurance
• Add partner to gym membership
• Health cash plan

Our foundations and values :

At Infopro Digital, we are driven by core values such as entrepreneurial spirit, constant customer focus, promoting diversity, striving for significant impact, and a collaborative culture. By joining us, you become part of a dynamic community that embraces these values on a daily basis, shaping the future with passion and commitment. 

Diversity is one of our core values. We are convinced that our teams, drawn from all backgrounds and with different backgrounds and experiences, are one of the key drivers of our success. The Group is committed to a policy of equal opportunities and inclusion, from recruitment to career development, and we strive to provide an equitable working environment to promote the well-being of our teams.

Who are we

Infopro Digital is a B2B group specialising in information and technology. With a presence in 18 countries, the group has 4,000 employees of 55 nationalities. 

Infopro Digital connects professional communities. 

Our brands are leaders in the five key economic sectors: construction and public sector, automotive, industry, risk & insurance, and retail.

With our solutions, our customers make informed decisions and companies develop their business and sustainable performance.

#INDPREM