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.