Client Relationship Lead

2 weeks ago

Durban, South Africa Capability BPO Full time

**Job description**

Capability BPO’s Client Relationship Lead is at the heart of leading our international operations into a new role penned on transformational leadership that paves the way. For the Capability brand locally as well as within the highly competitive international markets.

As Client Relationship Lead your portfolio entails providing counsel and thought leadership to key business stakeholders relating to client, operational and risks matters; to manage business development through transformational strategy alignment and lead the team along Capability BPO’s growth trajectory. Your expertise and insight will be called on in assisting and supporting the formulation and tactical implementation of both business level and client level strategies.

**Tasks**
- Establish and build one-on-one relationships with clients based on mutual

respect in assigned portfolio by delivering exceptional service levels,

specifically focusing on a pro-active strategies, mutual trust and relationship

building.
- Ensuring successful retention of existing clients across assigned portfolios by

strengthening and expanding relationships. This is achieved by understanding

the client, servicing the client’s specific business requirements and focusing

on the management of key accounts.
- Interacting and building relationships with key account executives, leadership

and managers, in order to embed a seamless solution architecture to

integrate to client operational requirements.
- To manage high level queries, and facilitate when specialist advice is

required by referring to appropriate experts
- Manage strategic customer projects in order to deliver them on time and

within budget.
- Lead the design, execution and delivery of different disciplined testing

approaches and strict campaign measurement methodology, including design

and management of control groups.
- Plan and execute different customer journeys in regards to the strategic target

for each of the segments defined.
- Manage cost & efficiencies through evaluation of margins, cost of service and

utilisation of the multi-channel delivery strategies.
- Effectively attend to and monitor all high-level customer complaints on

portfolio, identify root causes and address at source, to prevent re-occurrence
- Proactively communicate new product information to internal operations

customers.
- Profitable growth in portfolio operational/ sales (On and Offshore)
- Acquires new business for the portfolio in line with the customer value

proposition segment specifications, acquisition targets to increase market

share and specific operational/ sales strategies.
- Uphold data governance standards and ensure data is captured consistently

and appropriately across different touch points and channels and in

compliance with contact centre best practice standards.
- The role requires complex and comprehensive client facing management

experience in operations, sales & customer service
- An excellent understanding of operational and administrative processes while

simultaneously monitoring risk and compliance standards
- Understanding of Capability BPO service offerings in respect of service level

agreements (knowledge of criteria and customer expectations)
- Rigor and focus on maintaining & exceeding high standards of service and

problem resolution
- Strong experience of planning, executing and delivering Marketing

Campaigns

**Required skills**
- Project Management skills
- BI (Business Intelligence) experience preferable: Power BI; Lean Six Sigma

(Black Belt)
- Expert user of MS Office: Excel, Word, PowerPoint
- Good copywriting, proofreading skills and excellent attention to detail
- Strong communications skills
- Proficient at analysing failures and co-ordinating required solutions
- Proactive, self-managing with superior organisational skills.
- Time and task management and prioritisation skills
- Good understanding of client invoicing

**What do we offer?**
- A salary between €6500-€7500
- Nice working environment
- Great secondary employment conditions

**Salary**: R122,094.00 - R140,878.00 per month

**Education**:

- Bachelors (preferred)

**Experience**:

- client lead manager: 3 years (preferred)

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