Client Experience Manager

Love building relationships and making business happen? We’re looking for a dynamic Client Experience Manager who knows the foreign exchange (FX) world and has the relationship-building skills, commercial mindset and drive to turn great client experiences into lasting partnerships and business growth. This is more than a customer service role!

You’ll take ownership of client relationships, keep banking partners happy, identify new business opportunities and help create a seamless client journey from start to finish. What will you be doing? Be the go-to person for clients, banking partners and internal teams, keeping communication clear and expectations on track.

Strengthen existing relationships, monitor client satisfaction and find ways to improve retention and loyalty. Bring in new clients, grow your pipeline, develop referral partnerships and spot opportunities to cross-sell relevant products and services. Identify gaps in the client journey, solve recurring service challenges and turn feedback into meaningful improvements.

Ensure client-facing processes are documented, consistently followed and aligned with regulatory requirements, internal policies and partner SLAs. Manage client and banking partner negotiations while balancing strong relationships with commercial objectives. Monitor client satisfaction, retention, business development and revenue targets, providing regular updates and insights to management.

Help internal teams understand client and partner requirements so everyone delivers a consistent, high-quality experience. Please note: This is a fully office-based position in Paarl, Western Cape. You should ideally live in Paarl or within a reasonable commuting distance and be comfortable working from the office.

Requirements

At least 3 years’ experience in the foreign exchange (FX) sector. A background in client relationship management, business development or financial services. Proven experience in both client retention and revenue generation, we need someone who can nurture relationships and grow the business. A solid understanding of FX products, services and the South African financial-services environment.

Knowledge of client retention strategies, cross-selling, referral partnerships and business development. An understanding of financial-services compliance, regulatory requirements and partner SLAs. Strong negotiation, communication, analytical and problem-solving skills. Confidence when engaging with clients, banking partners and senior stakeholders.

Excellent relationship-building skills, commercial awareness and a results-driven approach. Fluency in both English and Afrikaans. Strong computer literacy and the ability to turn information into practical action.

Qualifications

RE5 (Representative) and RE1 (Key Individual) are relevant industry qualifications, with requirements depending on the responsibilities of the role.