Job Description

Client Experience at Capital Economics is the commercial function that owns how clients adopt, use, and grow their relationship with CE. The team manages the full commercial lifecycle from onboarding through renewal and expansion across a global base of institutional clients.

Clients come to CE because macroeconomic insight drives better decisions. The product set, including proprietary data, forecast models, economist access, and analytical tools, is designed to embed directly into how institutions make investment, risk, and policy decisions. Your job is to make sure that’s actually happening and that clients can see the value when it matters.

You’ll own a portfolio of accounts end-to-end. The revenue in your book is real, and how you manage it has a direct effect on whether clients stay, grow, or leave. CE runs a structured, methodology-driven commercial operation with AI-assisted tools built into the daily workflow. You’ll work within defined frameworks from day one and build your own commercial judgment quickly from there.

Key Responsibilities

Client Engagement, Adoption, and Lifecycle

• Own the client journey from onboarding through renewal for your portfolio, making sure new clients are set up to realise value quickly and that engagement builds through the relationship.
• Monitor how clients are using CE products and identify where engagement is dropping or where usage hasn’t moved beyond surface-level content consumption. Promote relevant research, webinars, economist Q&A sessions, and data tools to increase the depth of how clients interact with CE.
• Deliver onboarding and refresher sessions tailored to how different users within an account actually work.
• Maintain success plans and keep CRM accurate so your portfolio tells its own story.

Renewals

• Run renewals end-to-end, covering planning, stakeholder coordination, negotiation, and close within commercial guardrails.
• Track renewal timelines and deliver accurate forecast inputs on time.
• Capture evidence of value after client interactions, documenting what the client used, what decision it informed, and what happened as a result. This is the foundation of every renewal conversation.

Commercial Growth

• Identify growth opportunities across your accounts, including product upgrades, expanding usage to new teams or geographies, activating distribution channels, consolidating related agreements, and surfacing consultancy needs. Your role is to recognise the signal, classify it correctly, and build the commercial case so the opportunity can progress.

Stakeholder Management and Collaboration

• Build strong relationships with your primary contacts and regular users and maintain a clear stakeholder map, including where access is too narrow and needs broadening.
• Work with the Economist, Product, and Marketing teams to resolve client issues and route feedback through agreed channels.

Team Contribution

• Share what you’re learning and participate actively in team cadences, clinics, and pipeline sessions. Ask the questions that sharpen everyone’s commercial thinking.

At Capital Economics, we are striving to create a diverse workforce and inclusive environment, which we believe are critical to help us make better decisions for the company, our employees, and our clients. A diverse and inclusive workplace makes for more innovative, engaged, and empowered employees, from whom business strength can be derived. This is particularly important in macroeconomic research, which relies on a diversity of views and opinions to be relevant and insightful.

Capital Economics is committed to equality, inclusion, and diversity. We encourage applications from all candidates regardless of ethnicity, religion or belief, gender, sexual orientation, age, disability, or gender identity. If you need reasonable adjustments to be made to the application process to ensure you are not at a disadvantage to other candidates, please include this in your cover letter. This is applicable if you have a disability or if you are neurodiverse/hold neurodiverse traits.

Requirements

• One to two years in a client-facing B2B role, whether client success, account management, or sales support. Financial services experience preferred.
• Comfortable running renewal conversations and negotiating within defined parameters.
• Strong on process and able to manage a renewal portfolio, keep CRM accurate, and meet deadlines.
• Comfortable with CRM and analytics tools.
• Clear communicator who can build rapport and run a structured client meeting.
• Organised, proactive, and self-managing.
• The role carries a commission structure tied to client adoption, retention, and growth outcomes.

Success in Role

Clients onboard smoothly and show improving engagement in the first 90 days, with usage deepening beyond initial content access. Renewals close on time with no late surprises. You have a clear read on the health of your portfolio at any point and can articulate where the risks and opportunities sit. CRM tells the story of your book without you in the room. Growth signals are logged and correctly classified. Your clients can explain why CE matters to their work.

Benefits

• Good annual leave (24 days plus your birthday)
• Long-service leave
• Volunteer leave
• Health Assured (Employee Assistance Programme)
• Hybrid working
• Flexible working policy
• Enhanced parental leave benefits
• Internal training and development
• Active social committee.