Client Engagement Manager

Role Overview

We are seeking a proactive and strategic Client Engagement Manager Africa to drive adoption, satisfaction, and growth across our client base in Africa. This role is critical to ensuring the long-term success of our enterprise customers by helping them realise the full value of the Intent HQ platform. The ideal candidate will blend relationship management, technical understanding, and a data-driven mindset to support clients throughout their journey—from onboarding through to value realisation and expansion.

Key Responsibilities

Client Success Strategy & Execution

Develop and implement a comprehensive customer success strategy tailored to the African market.

Lead initiatives across onboarding, adoption, value delivery, renewal, and account expansion.

Define and track customer success metrics, focusing on ROI realisation and business impact.

Client Relationship Management

Act as the main day-to-day contact for assigned client accounts, ensuring a high level of satisfaction and engagement.

Build and maintain strong multi-functional relationships across client stakeholders in marketing, technology, and data teams.

Serve as a trusted advisor by deeply understanding clients’ goals, challenges, and data maturity.

Onboarding & Enablement

Collaborate with the Forward Deployed and Technical teams to ensure effective onboarding and setup.

Design and deliver tailored onboarding programs that empower clients to adopt the platform efficiently and effectively.

Use Case Design & Delivery

Translate client goals into actionable use cases using Intent HQ's capabilities.

Partner with internal Data Strategy, Data Science, and Program Management teams to deliver insights and measurable outcomes.

Support the delivery of business reviews and client presentations, clearly articulating impact and next steps.

Support & Advocacy

Provide proactive, ongoing support to address client needs and build long-term advocacy.

Respond promptly to client queries and coordinate internally for resolution.

Promote new features and best practices to drive deeper engagement.

Growth & Expansion

Identify and drive upsell and expansion opportunities within existing accounts.

Support the development and execution of account plans in collaboration with Client Partners.

Feedback & Continuous Improvement

Gather feedback from clients to inform product enhancements and internal process improvements.

Champion the voice of the customer within Intent HQ.

Community Engagement

Foster a strong client community in Africa to encourage peer learning, thought leadership, and shared success.

Additional Scope

Legal & Regulatory Compliance

Support clients in navigating the legal and regulatory landscape across Africa, particularly around data privacy, cross-border data flows, and compliance requirements for handling sensitive customer information.

Stay informed on evolving regional frameworks and other emerging data protection laws across the region, aligning Intent HQ practices accordingly.

Talent Acquisition & Development

Assist in building and scaling high-performing teams across the region, with a focus on sales, marketing, and technical roles.

Contribute to hiring strategies and internal capability development with a strong understanding of the data and analytics talent landscape in Africa.

What We're Looking For

Required Experience & Skills

10+ years in a client-facing role within customer analytics, digital marketing, decisioning/NBx, CRM, or CDP platforms. 3-5+ years of experience with artificial intelligence applications is highly desired.

Worked with, or direct for Telco companies

Proven experience working with large B2C clients; exposure to financial services, telecom, or retail/e-commerce industries is preferred.

Strong analytical thinking with proficiency in Excel and/or business intelligence tools.

Excellent communication skills—both verbal and written—with the ability to produce and present client-ready content.

Comfortable navigating both business and technical conversations with appropriate support.

Desirable Experience

Experience with onboarding workflows, data ingestion processes, or platform enablement.

Familiarity with mobile application ecosystems is advantageous but not essential.

Prior experience working with SaaS or data/insights platforms.

Personal Attributes

A client-first mindset with strong relationship-building skills.

Highly organized with excellent time management and multitasking abilities.

Curious, adaptable, resilient, creative and proactive in fast-paced environments.

Collaborative team player who thrives in cross-functional environments.

Proposed Engagement Model and Deliverables