About the position
We are seeking a National Client Experience and Relationship Manager to lead the development and implementation of client experience strategies focused on enhancing satisfaction, retention, and acquisition. This role will focus on delivering innovative, client-centric solutions, leveraging technology, building communities, and driving long-term value through integrated stakeholder collaboration
REQUIREMENTS
- Bachelor’s Degree in Commerce, Hospitality, Marketing, or a related field (required).
- Postgraduate Qualification and/or Certified Customer Experience Professional (CCXP) is advantageous.
- Minimum of 10 years’ experience in hospitality or related fields focused on client experience.
- At least 5 years in a senior leadership role.
- Proven track record in client/customer experience, account management, or community engagement roles.
- In-depth understanding of client journey mapping, market trends, and industry regulations.
- Skilled in cross-platform client engagement (email, chat, phone, in-person, social media).
- Familiar with aligning operations, marketing, and product development with client needs.
- Culturally competent with an inclusive approach to communication and service delivery.
- Understanding of customer psychology and financial impact of retention and loyalty.
- Excellent organizational, multitasking, and budget management abilities.
- Passionate about community, people, and entrepreneurial environments.
- Confident, self-driven, collaborative, and detail-oriented.
DUTIES
1. Client Experience Strategy
- Design and execute a national client experience strategy in alignment with business objectives.
- Drive continuous improvements by identifying and eliminating pain points in the client journey.
- Implement innovative technologies to streamline operations and enhance client loyalty.
- Increase property desirability and ensure long-term satisfaction through strategic initiatives.
2. Client Relationship Development
- Build strong, meaningful relationships with clients, tenants, service providers, and key stakeholders.
- Understand and anticipate client needs and tailor services accordingly.
3. Community Building
- Foster a sense of community and belonging across managed properties.
- Plan and manage engagement events and campaigns aligned with sustainability and inclusivity.
- Manage all communication platforms (WhatsApp, newsletters, forums, etc.) for enhanced engagement.
4. Monetisation of Additional Services
- Identify revenue-generating opportunities such as value-added services and amenities.
- Design marketing and pricing strategies to optimise monetisation potential.
5. Data Analysis and Reporting
- Use data analytics to measure satisfaction and engagement levels.
- Translate insights into action and strategic recommendations for senior leadership.
6. Stakeholder Engagement
- Collaborate across departments including leasing, marketing, IT, finance, and sustainability.
- Align internal efforts with overall client and community strategies.
Desired Skills:
- Client Experience Leadership
- Strategic Communication & Engagement
- Cross-Functional Collaboration
