Client Retention Manager

1 week ago

Midrand, South Africa G4S Full time

Job Introduction
**Client Retention Manager**

G4S Cash Solutions (SA), a leading provider of integrated cash management solutions, has a vacancy for a Client Retention Manager based at our G4S Deposita Head Office in Midrand.

The position holder is responsible for creating and executing the Retention plan and manages operations to deliver revenue, increase brand awareness; and increase customer acquisition and retention.

The successful incumbent is a self-starter with a proven track record in maintaining company policy, adopting best practices, and is able to exercise sound judgement in the pursuit of the achievement of the goals of the organisation, and understanding the role which technical support plays within a successful business unit. The incumbent will be expected to be results driven and to live the values of the organisation.

Main Responsibilities
**Main Purpose of Position**:
The position holder is responsible for creating and executing the Retention plan and manages operations to deliver revenue, increase brand awareness; and increase customer acquisition and retention.

KEY PERFORMANCE AREAS

KPA

PERFORMANCE STANDARDS
- Provide a fresh perspective on customer process work and recommendations on cross-functional updates to improve our customer engagement programs and activities
- Collaborates with partners in Sales, operations, Implementation and Service to ensure Retention processes and client satisfaction.
- Work closely with designated Corporate business partner & Stakeholders
- Establish and maintain relationships with senior leaders and Corporate business partners, ensuring alignment with Retention priorities
- Work closely with key cross-functional stakeholders and leaders across sales, product, customer support and success to drive required changes to improve customer experience.
- Ensure customer priorities are considered in planning and budgeting processes.
- Provide quarterly analysis and recommendations to the executive team on how Deposita can enhance our overall customer experience.
- Develop and drive adoption of the engine that connects customer feedback with insights to prioritize future product and service enhancements.
- Ensure customer retention at all costs
- Implements relationship management tools, initiatives and organizational structures to meet changing client demands.
- Proactively Manage future Terminations
- Health and Safety
- Participate in the design/ development/ review/ implementation and monitoring of the branch/region/national safety plans for each year.
- Participate in safety forums created by company for example safety meetings and safety talks
- Report all safety incidents to the relevant people
- Discuss all safety incidents on all levels
- Follow-up on any activities assigned through safety meeting/committee/representative/management
- Attend safety education and refresher programmes
- Comply with safety policies and procedures at workplace
- Distribute safety information as and when required
- Wear protective clothing all the time

MINIMUM REQUIREMENTS

Qualification

Experience

Skills and Attributes
- Grade 12
- Proven degree in general management recommended
- Experience within similar position will be an advantage
- Previous specialized industry (with specific reference to Security Services) experience recommended
- Minimum of 3 to 5 years’ general management experience
- Strong management skills
- Business acumen - sound understanding of financial information (Profit and Loss Statement)
- Proven experience in Customer Relationship Management
- Leading People
- Managing Professionally
- Managing Conflict
- Communication (Written and Verbal)
- Negotiation
- Customer Thinking
- Collaborating and Co-operating
- Relationship Building
- Innovation
- Awareness of Market Environment

About The Company
G4S is the world’s leading international security solutions group, which specialises in secure outsourcing in countries and sectors where security and safety risks are considered

G4S operates in over 26 countries in Africa and employs over 120 000 people on the continent.

At G4S South Africa, our vision is to be recognised as the leader in providing security solutions. We therefore endeavour to build and maintain a motivated, capable workforce who are proud to work for our region and able to deliver our commercial strategy. We continue to build on the excellent people management practices which are in place across the Group in order to fully engage our workforce. Our employees are the public face of G4S and we recognise and respect the value they add to the business by delivering excellent service day after day.

G4S is an organisation which is defined by its values, which are:

- **Safety First** - We prioritise safety management to protect the health and wellbeing of our colleagues and those around us.
- **Performance** - We seek to improve performance year-on-year to create long-term sustainability.
- **Integrity** - We can always be trusted to d

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