Account Director – Global Benefits Management

Company:

Mercer

Description:

Team Leader – Global Benefits Management

Mercer is seeking a Team Leader for our Global Benefits Manager (GBM) team who will ead a high-performing account management team and own a portfolio of multinational client relationships. You will be the visible leader for your team and for your client set — accountable for client satisfaction, retention and growth, operational excellence, and the development and coaching of your people. You will act as the escalation point for complex client issues, partner with sales and product/technology experts to drive value for clients, and champion best practice across the wider business.

The successful candidate for this role will be based in London on a hybrid basis, with a requirement to work 3 days per week in the office.

We will count on you to:

• Lead, coach and develop a team of Account Managers / Account Specialists; set clear objectives and personal development plans, run regular 1:1s, and create a culture of continuous improvement and accountability.

• Drive performance through monitoring “GBM fundamentals, quality standards, and key operational processes (e.g., JIRA, Confluence, CRM).

• Recruit, onboard and retain top talent; identify and nurture high-potential team members, support and developing team members towards future promotions

• Manage a portfolio of strategic clients; own end-to-end client relationships for a defined portfolio, ensuring high client satisfaction, delivery quality and renewal/retention.

• Act as primary escalation point for client issues and lead cross-functional resolution with internal senior stakeholders for your teams members clients.

• Run business reviews and annual strategy meetings; prepare and present insights, recommendations and outcomes.

• Commercial and growth focus; Protect and grow revenue from the portfolio through retention, upsell and cross-sell opportunities; work with Sales and Product to convert pipeline

• Support rebids and RFP responses for accounts.

• Use client health measures and data-driven insights to proactively identify risk and opportunity.

• Build trusted relationships with senior client stakeholders and internal partners (sales, delivery, technology, legal, HR).

• Act as a visible leader externally (client meetings, industry events) and internally (leadership forums, change initiatives).

What you need to have:

• Proven experience managing a portfolio of accounts, preferably with multinational clients.

• Experience line-managing and developing teams (minimum 3–5 direct reports preferred).

• Strong track record in client retention, account growth, and running strategic client reviews.

• Excellent stakeholder management and senior client relationship experience.

• Strong communication and presentation skills; able to influence at executive level.

• Operationally strong with good use of systems (MPower,  knowledge bases).

• Commercially minded, pragmatic problem solver, and confident negotiator.

• Resilient, hands-on leader who leads by example and is approachable.

• Educated to degree level or equivalent experience.

What makes you stand out:

• Visible, inspirational leader who builds trust and empowers others.

• Demonstrates courage and empathy in managing difficult conversations, delivers clear, constructive feedback, and holds others accountable while maintaining trust and respect.

• Coach and mentor: invests time to develop team members and build capability.

• Collaborative and inclusive: works well across time zones and virtual teams.

• Data-driven and proactive: identifies risks early and creates mitigation plans.

• Ambitious and accountable: focused on outcomes and continuous improvement.

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.

• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.

• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at [email protected].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.