ROLE PURPOSEThe 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 OUTPUTSStrategic leadershipDevelop and nurture relationships with CRES and Business Units, including sister companies and service providersDrive customer satisfaction and manage escalations and complaints proactivelyFormulate and implement client retention strategiesPromote continuous improvement and innovationEstablish data-driven approaches to relationship managementEnhance interdepartmental collaboration and communicationOperational LeadershipRetention 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 & SurveysProvide 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 & GrowthIdentify opportunities for upselling and cross-sellingProvide productivity-driven solutions aligned with operational capabilitiesMonitor client satisfaction and implement improvement strategiesMaintain accurate client engagement records and ensure contract complianceQUALIFICATIONS AND SKILLSThe Applicant must meet the following requirements:MatricHospitality, Customer Experience or Facilities Management QualificationDegree or Postgraduate / Higher DiplomaGrade 12Driver’s License5 to 8 years in a similar environmentSenior and Executive Management experienceProven leadership in hospitality, customer success, or facilities managementExperience dealing with banking clients at Exco levelExpert knowledge of Integrated Facilities Management (IFM) servicesUnderstanding of service level agreements and customer service excellenceIR / HR knowledgeService DeliveryFUNDAMENTAL COMPETENCIESGood planning and organizational skillsBusiness AcumenAbility to engage business leadersEtiquette / Courtesy in BusinessSolution based approachRelationship BuildingReport writing skillsSalary: Market relatedSend cv to
