Executive : Client Relations and Communication - JHB

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