About the position
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.
RequirementsKey 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.
Desired Skills:
- relationship management
- business development
- re5
- fx products
Desired Qualification Level:
About The Employer:
