Client Experience Manager

We are seeking a Client Experience Manager to own client experience stakeholder relationships retention and revenue growth in a financial-services foreign-exchange environment. Build relationships with clients and banking partners improve the client journey retain and grow accounts and bring in new clients referrals and cross-sales. Keep client-facing processes documented compliant and consistently followed.

This is a commercial relationship role not a customer-service-only position. Candidates should show both retention and revenue-generation experience.

Key Responsibilities

• Act as the point of contact between clients banking partners and internal teams and resolve service issues before they escalate.
  
• Run relationship health checks improve retention and satisfaction and identify cross-sell that fits client needs.
  
• Acquire new clients and referral partners build a pipeline and meet agreed sales and revenue targets.
  
• Review the client journey streamline processes and feed recurring issues back to the right teams.
  
• Keep process documentation current aligned to policy partner SLAs and financial-services regulation and escalate compliance risk.
  
• Report to senior management on retention satisfaction pipeline and targets.
  
• Train internal teams on client and partner requirements.
  
• Lead negotiations and finalise agreements within policy and regulatory standards.
  

Key Requirements

• At least 3 years in foreign exchange.
  
• Client-facing experience in relationship management business development or financial services.
  
• RE5 (Representative) and RE1 (Key Individual) required or advantageous depending on duties.
  
• Sound knowledge of the South African financial-services environment FX products competitors retention SLAs and compliance.
  
• English and Afrikaans.
  
• Strong negotiation stakeholder management numeracy and commercial drive.