Client Experience Manager, Water Sector

TYLin is a globally recognized, full-service infrastructure consulting firm committed to providing innovative, cost-effective, constructible designs for the global infrastructure market. With over 3,000 employees throughout the Americas, Asia, and Europe, the firm provides support on projects of varying size and complexity. Together, we enhance conventional designs with smarter, more resilient systems. We provide people with better mobility. We steward precious resources by finding more sustainable solutions.

Job Summary

As Client Experience (CX) Manager, you will partner closely with TYLin Water Sector leadership, client account management (CAM) teams, and the Marketing team to drive consistent impact across our client program, advance business growth goals, and deliver against our SP30 strategic plan and global marketing strategy. You will implement our CAM program for top-tier clients and partner with other Marketing functional teams to elevate key Water Sector priorities. Reporting to the Global Director of CX, this role is integral to leading our engagement and expansion strategies among key clients, shaping external perception, and strengthening the market position of our growing global Water practice.

Responsibilities & Qualifications

As a partner to the business, the CX Manager delivers high-impact strategies that underpin a robust global client management program and community and embeds client centricity into our organization. You will provide tools, tactics, and insights that empower our CAM program to drive growth and support work-winning, which include client and market research, client engagement training and support, client feedback coordination, targeted marketing activations, flagship conference visibility, digital storytelling, and thought leadership. The successful candidate will link client account management with both key pursuit capture and growth marketing strategies to ensure full-funnel marketing continuity and alignment with enterprise and Sector growth goals and strategy.

Responsibilities of the role include:

• Partner with Water Sector, business development, and client account leaders and teams, to instill an ongoing culture of client centricity, collaboration, and role accountability, as well as an established growth mindset.

• Work closely with Sector leadership in developing and executing against the goals of the sector business plan, identifying top-tier clients, key pursuits, and high-growth market initiatives that will serve as the backbone of the sector growth strategy.

• In partnership with the business, establish and facilitate client-specific CAM teams to drive targeted actions and outcomes, including client mapping and relationship review, client engagement preparation, cross-selling opportunity identification, client and market research and intelligence gathering, and client feedback coordination.

• Assist in identifying and training committed CAM leaders and cross-sector team representatives.

• Support development and management of client account plans, ensuring plans are consistently updated and identified actions are assigned and being executed.

• Monitor and ensure client engagement activity is updated in our client relationship management (CRM) system to improve client experience and coordination across the internal growth ecosystem.

• Monitor and analyze the performance and progress of CAM teams and outcomes to drive continuous improvement and accountability.

• Partner with the Sales Enablement team to maintain awareness of client pipeline health and sales performance of CAM teams, update client dashboards, and acquire necessary reports for updates to leadership.

• Maintain close and continuous collaboration between CAM and Key Pursuits teams throughout the capture, proposal, interview, and project award and debrief phases of the pursuit cycle.

• Coordinate closely with Sector leaders and the Growth Marketing team to align client account activity with market positioning activations, including strategic event sponsorship and active participation, identification and/or design of visibility opportunities for client-facing leaders and subject matter experts, thought leadership and technical leadership content marketing, owned and paid digital marketing, and direct email/marketing automation campaigns.

• Support Sector with major event strategy and engagement, including brand positioning, SME and leadership visibility, presentation abstract ideation and development, and content marketing.

• Establish and coordinate a social media ambassador program to support client-targeted digital marketing activations and brand awareness.

• Collaborate with other Marketing functional areas (e.g., Communications, Design, Digital Experience) to ensure delivery of services tailored to client needs.

Required Experience:

• 10+ years of experience with 3+ years in a leadership role

• Bachelor's degree in marketing, communications, or related field

• Demonstrated ability to facilitate client account teams, promote collaboration, and drive intended outcomes

• Strong project-management skills and ability to lead cross-functional initiatives

• Ability to effectively manage multiple concurrent projects and deadlines

• Experience in client account management, capture strategy, growth marketing, and digital marketing required

• Track record of customer-centric decision-making

Personal Attributes

• Strategic thinker

• Confident communicator

• Creative problem-solver

• Thrives in a fast-paced environment

• Highly organized, detail-driven, and proactive

• Navigates ambiguity and change with an entrepreneurial mindset

Additional Information

#LI-Hybrid

TYLin offers a comprehensive total rewards package. Our benefits may include extensive medical, disability and life insurance coverage, continuing education benefits, paid time off, employee assistance program and a retirement savings plan with company matching contributions.

We encourage all candidates to explore our total rewards offering.

Collaboration, mission-driven focus, discipline, and leadership skills developed through military service benefit us all. Whether you are a Veteran, Guardsman or Reservist, a Military Spouse or you are planning to transition to civilian life in the near future, we welcome and value your application.

TYLin is an equal opportunity employer, and we prohibit discrimination and harassment of any type as protected by federal, provincial, state or local laws. We celebrate diversity and are committed to creating an inclusive environment for all employees. The company and its employees are required to comply with all local health authority, legal or lawful client requirements.