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Johannesburg: Executive: Client Relations and Communication – JHB

Johannesburg: Executive: Client Relations and Communication – JHB

Posted on 2025-08-12 00:00:00

Employer Unspecified
Category Customer service / support
Location Gauteng  / Johannesburg

Job Summary

ROLE PURPOSE The Executive Client Relationship and Communications Manager is responsible for building and maintaining strategic partnerships with key clients, particularly within a large client. This role ensures client satisfaction, loyalty, and retention through proactive engagement, issue resolution, and continuous improvement. It integrates operational excellence with strategic relationship management, leveraging data-driven insights and banking industry expertise to deliver client-centric solutions and drive business growth. MAIN OUTPUTS Strategic leadership Develop and nurture relationships with CRES and Business Units, including sister companies and service providers Drive customer satisfaction and manage escalations and complaints proactively Formulate and implement client retention strategies Promote continuous improvement and innovation Establish data-driven approaches to relationship management Enhance interdepartmental collaboration and communication Operational Leadership Retention Develop and maintain trust-based relationships with key stakeholders within the account. Act as the central point of contact for the account, ensuring seamless communication between clients and internal teams. Acquire and maintain a deep understanding of key customer needs and requirements, and respond proactively to address them. Ensure all contractual obligations are met from the inception of the contract through its lifecycle. Drive client satisfaction by addressing concerns promptly and resolving issues effectively to maintain trust. Leverage data analytics to proactively identify client needs and inform strategic decisions. Execute and manage the annual customer engagement plan, ensuring alignment with client objectives. Expand client relationships by continuously proposing tailored solutions that meet evolving business goals. Foster interdepartmental collaboration to enhance service delivery and improve the overall client experience. Champion continuous improvement initiatives based on client feedback and industry best practices. Reporting & Surveys Provide a comprehensive monthly retention and client satisfaction report incorporating the relevant metrics. Quarterly customer surveys assessing client and customer satisfaction levels. Implement tools and systems to gather and analyze client data. Use data to identify trends, predict client needs, and personalize service offerings. Ensure business intelligence is account specific and relevant to data required. Leverage AI to enhance client sentiment analysis. Client Engagement & Growth Identify opportunities for upselling and cross-selling Provide productivity-driven solutions aligned with operational capabilities Monitor client satisfaction and implement improvement strategies Maintain accurate client engagement records and ensure contract compliance QUALIFICATIONS AND SKILLS The Applicant must meet the following requirements: Matric Hospitality, Customer Experience or Facilities Management Qualification Degree or Postgraduate / Higher Diploma Grade 12 Drivers License 5 to 8 years in a similar environment Senior and Executive Management experience Proven leadership in hospitality, customer success, or facilities management Experience dealing with banking clients at Exco level Expert knowledge of Integrated Facilities Management (IFM) services Understanding of service level agreements and customer service excellence IR / HR knowledge Service Delivery FUNDAMENTAL COMPETENCIES Good planning and organizational skills Business Acumen Ability to engage business leaders Etiquette / Courtesy in Business Solution based approach Relationship Building Report writing skills Salary: Market related

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