Description

Head of Client Management - Employee Experience

The Head of Client Management - Employee Experience, is the functional leader responsible for defining, embedding, and continuously improving the client management and client success discipline across Aon's Employee Experience business.

This is a hybrid position with flexibility to work both virtually and from our London head office

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

What the day will look like

Client Management Strategy & Best Practice

• Design and own the Employee Experience client management strategy, aligned to:
• Aon Client Leadership engagement model and Global Standards (Client Planning, Articulating Value, Client Feedback, Proactive Jeopardy and Recovery Mgmt ).
• Aon United ways of working and the 3x3 Plan.
• Define what "good to great" looks like for client management in Employee Experience (mindsets, behaviours, minimum standards).
• Create and maintain playbooks, toolkits and templates for:
• Client segmentation and coverage models within Employee Experience.
• Client planning (relationship maps, whitespace analysis, opportunity plans).
• Governance around client reviews, pipeline reviews and jeopardy reviews.

Enablement of Client Leaders & Account Teams

• Partner with regional/segment leaders to identify and support Aon Client Leaders and key account managers for Employee Experience clients.
• Design and oversee training and skill - building for:
• Client planning and client team leadership.
• C - suite engagement and value - based conversations.
• Cross - solution collaboration (Human Capital + Risk Capital where relevant).
• Work with Aon Client Leadership, ABS and People Org to connect colleagues to learning paths and Aon IQ resources.
• Facilitate communities of practice (e.g., monthly Client Leader forum) to share wins, lessons learned and best practice.

Reporting, Analytics & Insight

• Define the core KPI set for Employee Experience client management (e.g., client planning completion, whitespace coverage, pipeline quality, cross - sell, revenue growth, retention, NPS / client feedback, jeopardy trends).
• Partner with ABS, Finance, and Client Leadership to:
• Build and maintain a consolidated reporting "roll - up" for Employee Experience.
• Ensure data quality, consistent taxonomies, and a single source of truth for client performance.
• Produce regular insight packs for leadership (global/region/segment) highlighting:
• Progress vs. client management goals.
• Key risks (jeopardy) and opportunities (whitespace, cross - border, new solutions).
• Recommended actions and interventions.

Governance & Execution Discipline

• Guide a c lient m anagement g overnance f orum for Employee Experience to:
• Review top accounts and key pursuits.
• Monitor adherence to Global Standards (Client Planning, Articulating Value, Client Feedback, Jeopardy).
• Escalate issues, remove barriers, and coordinate "Aon United" responses.
• Ensure regular, structured client reviews are in place (e.g., quarterly/annual) with:
• Clear account plans and ownership.
• Documented actions, owners and timelines.

Collaboration Across Aon

• Act as an Employee Experience liaison into:
• Enterprise/ Aon Client Leadership groups and executive sponsors.
• Aon Business Services for tooling, process and reporting improvements.
• Industry teams and other Aon domains to drive integrated solutions.
• Promote and embody Aon United ways of working:
• Optimise for Aon rather than local silos.
• Start with client insights, not products.
• Be "all - in" on shared tools and standards.

Skills and experience that will lead to success

• Significant experience in client management, account leadership, client success, or related roles in professional services, consulting, or complex B2B environments.
• Deep understanding of Human Capital / Employee Experience topics (e.g., rewards, wellbeing, talent, workforce strategies) or strong adjacent experience with clear ability to get up the curve quickly.
• Proven track record in:
• Building and leading client management or client success functions.
• Driving adoption of common processes, tools, and reporting across regions / business units.
• Working in a matrixed, global organisation with multiple stakeholders.
• Strong analytical skills.
• Demonstrated ability to coach senior colleagues in client leadership, opportunity development, and value - based selling.
• Excellent communication and facilitation skills; comfortable engaging with senior internal and client stakeholders.

Preferred:

• Prior experience at Aon or within a global brokerage/consulting firm.

• Exposure to Aon's Aon United strategy, Aon Client Leadership, or equivalent enterprise client models.

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