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.

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 explicit 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.

📌 Head of Client Experience (Toronto)
🏢 RIMES
📍 Toronto