Manager, Client Experience

To manage any assigned client relationships (where applicable) with support from experienced relationship managers, across the end-to-end client engagement value chain, coordinating the origination and execution of client-centric solutions, ensuring the clients' needs are fulfilled, while managing risk, delivering exceptional client experience and contributing towards defined revenue targets.

Research, analyse, and understand individual clients and assigned client categories in terms of business model, strategic levers, business drivers, and financial metrics.

Coordinate the Client Experience Team (CXT) meetings, preparing logistics, agendas, and content management. Contribute to ideation and own the translation of action points post the meeting into tangible opportunities.

Work independently to compile client and portfolio information into reports, documents, and dashboards that track client engagement levels, sales activity, business pipeline, and value proposition profitability. Provide input and recommendations to CXTs' opportunity identification, budget planning and performance forecasting.

Input, collate, interpret, and present relevant information and data to track performance metrics that inform client, sector, and market trends, as well as the origination of clients and the development of sustainable solutions.

Build client-centric, sustainable relationships with counterparts at the client to enable the delivery of relevant value propositions/ solutions that contribute to the client's growth and increase the share of wallet.

Contribute client research, analysis, and scenario planning to the preparation and delivery of relevant materials that drive a successful engagement (e.g., client presentations, case studies).

Organise and attend client visits if needed, maintain ongoing client dialogue and support solutioning and cross-selling.

Coordinate internal stakeholder sessions, prepare and present client information, and follow up on actions arising to drive integration and client centricity in delivering against existing and new opportunities.

Liaise with internal functions (e.g., Client Coverage, Operations, Portfolio Management, Research) to support day-to-day client relationship management and the resolution of client escalations.