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Added 13 mins ago
VP
Pharmaceutical Commercial Specialist (Contract) 900
Vertex Pharmaceuticals
Toronto, ON
- $40 to $50 CAD / hour
- Full-time
The Commercial Specialist Contractor provides project coordination, commercial operations, and basic data-analysis support to the Canadian Commercial organization. This role supports…
Added 13 mins ago
MC
Senior Manager, Operational Excellence
Meridian Credit Union
St. Catharines, ON · Toronto, ON · Etobicoke, ON
- Full-time
…operational transformation and continuous improvement agenda across Operations. The role is accountable for identifying, prioritizing and delivering measurable improvements in efficiency,…
Added 13 mins ago
RB
Senior Relationship Manager, Retail Financial Services
Royal Bank of Canada
Montreal, QC
- Full-time
Knowledge of the operations, sales processes and needs of automotive, RV and boat dealerships.
Added 28 mins ago
LS
Senior Accountant - Permanent - 19567
LRO Staffing
Vaughan, ON
- Full-time
The Senior Accountant plays a central role in the financial operations of an established, multi-company construction organization. Working hand-in-hand with the CFO and Controller, this…
Added 28 mins ago
BG
Gestionnaire du service – Équipement lourd – Construction et foresterie | Service Manager - Heavy Equipment - Construction & Forestry (Val d Or)
Brandt Group of Companies
Val-d'Or, QC
- Full-time
Added 28 mins ago
WL
Corporate Law Clerk (Mid-Level)
WeirFoulds LLP
Toronto, ON
- Full-time
Collaborate with Business Services teams (Finance, IT, Operations) as required.
Added 28 mins ago
R
Senior Quality Engineer
RBC
Toronto, ON
- Full-time
…National Bank’s Wealth applications across business-as-usual (BAU) operations, technology risk remediation, and modernization initiatives. The role covers enterprise applications, backend…
Added 28 mins ago
RD
Operation Specialist Performance Measurement
RBC Dominion Securities
Mississauga, ON
- Full-time
Work closely with SMEs, Project Managers and other Canadian Operations teams as well as IT and business partners to deliver solutions to issues and inquiries
Added 28 mins ago
MC
Senior Manager, Operational Excellence
Meridian Credit Union
St. Catharines, ON
- Full-time
…operational transformation and continuous improvement agenda across Operations. The role is accountable for identifying, prioritizing and delivering measurable improvements in efficiency,…
Added 28 mins ago
R
Senior Relationship Manager, Retail Financial Services- EN
RBC
Montreal, QC
- Full-time
Knowledge of the operations, sales processes and needs of automotive, RV and boat dealerships.
Added 28 mins ago
SP
Manager, Global Incentive Compensation
Salesforce Partner Canada
Toronto, ON
- Full-time
Develop E2E testing strategy with stakeholders and collaborate with Operations (responsible for execution of testing)
Added 28 mins ago
OI
Operations Manager
Outhire Inc.
Toronto, ON · North York, ON
- $80,000 to $100,000 CAD / year
- Full-time
A hands-on operations role at the centre of a busy events business. You will own the scheduling of crew, vehicles, and equipment across many events running at the same time, keep day-to-day…
Added 28 mins ago
SP
Director, Finance Data Strategy & Stewardship
Salesforce Partner Canada
Toronto, ON
- Full-time
Lead and develop a team in India responsible for data governance, data quality operations, and stewardship activities.
Added 28 mins ago
TC
IAM Governance, Policy & Compliance Specialist
TMC Canada
Montreal, QC
- Full-time
Minimum 5 years of professional experience in governance, risk management, compliance, operations, management consulting, or program management.
Added 43 mins ago
T
Senior Manager Information Security
TD
Toronto, ON
- Full-time
Build strong relationships with Technology, Operations, Compliance, Audit, and Enterprise Security teams.
Added 43 mins ago
F
Senior Accountant, Treasury
Fullscript
Ottawa, ON
- Full-time
The Senior Accountant, Treasury will lead the accounting for Fullscript’s treasury function, including cash, stock-based compensation, and working capital. You’ll own cash forecasting and…
Added 43 mins ago
CO
Manager of Operations Administration
City of St. Catharines
St. Catharines, ON
- Full-time
…team of eight and play an important role in keeping day-to-day operations running…
Added 43 mins ago
C
Consultant, Process Engineering
CIBC
Toronto, ON
- Full-time
…Concepts, and process engineering or business related function (operations, strategy development, organizational design, or information…
Added 43 mins ago
C
Executive Assistant
CIBC
Toronto, ON
- Full-time
…day-to-day administrative support to 3 Executive's in Global Operations Enterprise Risk Management (GOERM). The Executive Assistant is accountable for providing secretarial, operational and…
Added 43 mins ago
B
Director, T&O Operational Risk Officer - Capital Markets & Commercial Banking
BMO
Toronto, ON · FCP
- Full-time
Strong understanding of Capital Markets, Commercial Banking, and supporting banking operations.
Added 43 mins ago
M
Director, Marketing Strategy and Business Management
Manulife
Toronto, ON · Montreal, QC
- Full-time
Lead NPS insights, reporting and operations for Retirement and Wealth with business and analytics partners, connecting customer feedback, performance trends and key drivers to action plans…
Added 58 mins ago
PS
Advisor, Data Analytics Enablement
Public Sector Pension Investment Board
Montreal, QC
- Full-time
Analyze the needs of business units and stakeholders and orient the development of analytics solutions to support their operations
Added 58 mins ago
Financial Service Representative
Money Mart
Toronto, ON
This role combines sales, customer service, personal lending, compliance, cash handling, and branch operations. Team Members must deliver excellent customer service while following company…
Added 58 mins ago
Manager, Underwriting - Programs & Operations - WSI
Wawanesa Insurance
Toronto, ON · North York - Toronto, ON (Hybr, ON
The Manager, Underwriting – Programs & Operations leads underwriting, portfolio management, reinsurance coordination and operations for the Programs division. The role ensures business…
Added 58 mins ago
Administrative Officer
University of Guelph
Guelph, ON
…and Rural Development (SEDRD) and the Director of Business Operations, the Administrative Officer is responsible for the day-to-day operations of SEDRD. This role is accountable for the…

Rimes Technologies

Head of Client Experience - North America

Toronto, ON, Canada

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Job details

Posting language: English
Posted: Oct 28, 2026

Original job description

About Rimes

Rimes provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture that transforms fragmented data, operations and workflows into decision-grade intelligence. The world’s leading institutional investors, asset managers, and service providers rely on Rimes to help them make better investment decisions that power more than US$ 75 trillion in AUM annually.

The Opportunity

The Head of Client Experience – North America is responsible for leading and evolving Rimes’ client experience strategy across the North America region, ensuring clients receive a consistent, high-quality experience across products and services.

The role owns the regional client service framework and provides leadership oversight of senior client relationships, client feedback, service performance, and complex escalations within North America and other regions. Working closely with Sales, Account Management, Operations, Product, Technology, and global Client Experience leadership, the Head of Client Experience – North America ensures that client needs are understood, appropriately prioritized, and translated into meaningful action.

This role represents the voice of the North American client across Rimes, strengthens executive-level relationships, and supports client retention, advocacy, and sustainable revenue growth within the region.

Responsibilities:

Global Client Experience Strategy

Define and lead Rimes’ client experience strategy across North America, aligned with the company’s broader business and commercial objectives.
Develop, implement, and continuously improve a consistent client service framework.
Establish clear standards for client engagement, relationship governance, service reviews, feedback management, and escalation handling.
Advocate for the specific needs of North American clients while maintaining consistency with Rimes' global client experience approach.
Drive initiatives that enhance the client experience throughout the customer lifecycle and contribute to long-term client satisfaction and retention.

Strategic Client Relationship Management

Build and maintain trusted relationships with senior and executive-level stakeholders across Rimes’ key North American clients.
Act as an executive sponsor for strategically important, high-value, or complex client relationships.
Ensure that Rimes has a clear understanding of each strategic client’s business priorities, expectations, challenges, and evolving requirements.
Lead or participate in executive business reviews, strategic relationship discussions, and other senior client engagements.

Service Delivery and Operational Oversight

Provide regional oversight of the quality and consistency of service delivered to clients.
Work closely with regional, operational, and service teams to monitor significant client issues, delivery concerns, and emerging risks.
Ensure that material operational issues are managed with appropriate urgency, ownership, governance, and client communication.
Challenge and support teams to deliver sustainable resolutions rather than short-term fixes.

Global Escalation Management

Act as a senior escalation point for significant or complex client concerns.
Take executive ownership of material client escalations and coordinate the appropriate cross-functional and regional response.
Establish clear governance for escalation management, including ownership, decision-making, communication, and resolution expectations.
Ensure clients receive timely, transparent, and appropriate communication throughout the escalation process.

Commercial Partnership and Growth

Partner with Sales, Account Management, and regional commercial teams to support client retention, relationship growth, and long-term value.
Provide client insights that help identify evolving needs, expansion opportunities, and areas where Rimes can deliver additional value.
Contribute to strategic account planning, renewals, executive-client presentations, and selected business-development activities.
Participate in prospective-client discussions where senior client experience leadership would add value.

Cross-Functional and Regional Collaboration

Partner closely with global and regional teams to ensure a coordinated and consistent approach to client experience.
Bring together relevant stakeholders to resolve issues that cross geographic, organizational, product, or service boundaries.
Establish clear accountability between relationship owners, service teams, operational teams, and supporting functions.
Build strong working relationships with Sales, Account Management, Product, Technology, Operations, Risk, and other relevant teams.

Client Experience Governance and Reporting

Establish appropriate governance for reviewing client relationships, feedback, escalations, service risks, and improvement initiatives.
Define meaningful measures for monitoring the health and effectiveness of the client experience.
Provide regular reporting and insights to senior leadership on client trends, risks, priorities, and opportunities.
Ensure that client-experience data and feedback are used to inform business decisions and improvement plans.

Team Leadership and Capability Development

Provide leadership, direction, and support to the global Client Experience function.
Establish clear objectives, responsibilities, accountability, and ways of working across the team.
Develop the team’s capability in strategic relationship management, executive engagement, commercial awareness, problem-solving, and escalation management.
Build an inclusive, collaborative, and high-accountability working environment.

Requirements:

Bachelor’s degree or equivalent relevant professional experience.
Significant senior leadership experience in client experience, client services, relationship management, account management, or comparable client-facing function.
Experience in financial data, financial technology, managed data services, capital markets, investment management, or another complex B2B service environment.
Proven experience leading client experience or client relationship activities across multiple regions, markets, or business areas.

Only selected candidates will be contacted for interviews. We appreciate your understanding. Thank you for considering a career with us.

Rimes is committed to promote the values of diversity and inclusion throughout the business. Whether it’s through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.

Visit our Careers page to see our complete listings.

Apply About employer

More about this job

Responsibilities

Lead and evolve the client experience strategy and service framework across North America, overseeing strategic client relationships, service quality, feedback, and complex escalations. Partner with commercial and cross-functional teams to support retention and growth, establish client experience governance and reporting, and develop the global Client Experience team.

Requirements

Requires a bachelor’s degree or equivalent relevant professional experience and significant senior leadership experience in client experience, client services, relationship management, account management, or a comparable client-facing function. Candidates should have experience in a complex B2B service environment and a proven record leading client experience or relationship activities across multiple regions, markets, or business areas.

Skills

Client Experience Strategy
Client Service Frameworks
Service Delivery Oversight
Escalation Management
Client Retention
Commercial Partnership
Account Planning
Cross-Functional Collaboration
Client Feedback Management
Governance and Reporting
Risk Management
Team Leadership
Financial Data
Capital Markets

Visa sponsorship

Not detected in the job text

Keywords

Client Experience
Capital Markets
Financial Data
Financial Technology
Managed Data Services
Investment Management
Client Service Framework
Executive Sponsorship
Service Delivery
Escalation Management
Client Retention
Account Management
Strategic Account Planning
Client Feedback
Client Experience Governance
Service Performance
Risk Management
Cross-Functional Collaboration
Commercial Growth
Business Reviews
Team Leadership
Data-Driven Decision-Making

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