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.

Requirements

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.