Client Relationship Manager, Consumer Lines | London, UK

Client Relationship Manager, Consumer Lines

Job Description

Client Relationship Manager, Consumer Lines

Department

Consumer Lines

Reports To

Head of Consumer Lines UK

Location

London

Job Summary

Chubb is seeking a Client Relationship Manager to manage and develop strategic client relationships across Consumer Lines, covering Leisure Travel, Residential, Personal Lines and Affinity product lines.

The role exists to ensure strong commercial performance, effective governance and high-quality client service across assigned partnerships, while supporting profitable growth and alignment with regulatory expectations.

This is a senior client-facing role that acts as a trusted point of contact for clients, building strong relationships, identifying growth opportunities and ensuring delivery against agreed business plans, service standards and contractual commitments.

Key Responsibilities

• Build and maintain strong senior-level relationships with client stakeholders, acting as a trusted partner and primary point of contact for day-to-day and strategic matters. Lead Quarterly Business Reviews to ensure the scheme performs in line with both the partner and Chubb's expectations.
• Provide regular updates to the Head of Consumer Lines UK, including progress against plan, reforecasts, key actions and updates on new strategies and sales plans.
• Review scheme and portfolio performance regularly, including key metrics such as loss ratios, claims trends, conversion, retention and service performance, and use insights to drive action plans and improvements.
• Work collaboratively with underwriting, claims, operations, product, finance, legal and compliance teams to ensure effective delivery of client commitments and timely resolution of issues.
• Identify opportunities to improve processes, reporting, service delivery and client experience, supporting a more efficient and scalable operating model.
• Ensure all client activity is managed in line with contractual obligations, internal governance requirements and applicable regulatory standards, including Consumer Duty and FCA expectations.
• Maintain a strong understanding of the consumer insurance market, competitor activity, client priorities and emerging trends to inform account strategy and support innovation.
• Ensure key accounts have specific and measurable action and marketing plans to optimise existing business and grow new business channels in support of Chubb annual plan targets.

Qualifications

Skills and Experience

• Strong experience in client relationship management, including experience operating at board level, within insurance, financial services or a regulated consumer environment.
• Commercial acumen and experience of delivering against business plans and performance targets.
• Good understanding of working within a regulated environment.
• Good overall knowledge and understanding of one or more consumer lines insurance products, including sales, product, claims and commercials.
• Outstanding written and verbal communication skills.
• Sound working knowledge of product marketing practices.
• Good level of MS Office suite, including PowerPoint, Word and Excel.
• Demonstrable experience of engaging, negotiating with and influencing stakeholders at all levels.
• Flexible approach, adaptable to change in order to flourish in a fast-paced commercial environment.
• Professional insurance qualifications are highly desirable but not essential.

Our core values -Integrity, Client Focus, Respect, Excellence, and Teamwork-guide how we live and work. We are committed to being an ethical and honest company, fostering mutual trust and respect among our employees, clients, and partners. We strive to create a collaborative and supportive environment where everyone can perform at their best.

Chubb is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates. We ensure our recruitment process is inclusive and accessible. If you require reasonable adjustments, please let us know in your application or during discussions with our recruiters.