Head of Client Retention

2 weeks ago

Sandton, South Africa HR Outsource Full time

We are looking for a high performance, hands on, and results driven leader to lead and manage the performance of the Account Management team, ensuring that retention targets are achieved, client experience is managed, and client experience projects are effectively executed.

This role requires a strategic thinker with strong leadership skills and a passion for delivering outstanding client experience and deliver on sales targets.

**Requirements**:

- **Qualifications and Experience **_
- Minimum qualification: Bachelor’s degree in Business, Marketing, or a relevant and related field.
- Minimum of 5 years of experience in a sales, account management, client retention, or client experience related role/s.
- Minimum of two years of experience in leading a sales and/or client facing team where client experience and sales targets was a key metric.
- Extensive knowledge of sales and account management principles and processes.
- Proficient in MS office and any CRM software (Salesforce would be highly advantageous).
- Experience in the financial services or SME funding industry is preferable.
- Knowledge of and experience in implementing client experience best practices and methodologies.

**Responsibilities**:

- Set sales targets for the retention team and ensure execution and delivery.
- Work closely with other departments, including new business sales, marketing, and product development, to ensure a seamless client experience.
- Oversee the planning and execution of client experience projects - from operations to client facing initiatives to improve overall client satisfaction and engagement.
- Consistently achieve monthly, quarterly and annual growth, funded, revenue and other relevant performance targets.
- Manage the retentions pipeline tightly to meet and exceed monthly and quarterly sales targets within the pricing parameters set.
- Identify, address, and resolve concerns / queries within the business turn-around times required.
- Maintain high customer satisfaction ratings.
- Able to drive volume through the team with tenacity in a tough economic climate with business owners who are busy and have options.
- Manage your team to ensure that they achieve monthly targets in order to reach quarterly and yearly targets.
- Ensure that Salesforce is maintained, pipelines are being tightly managed, the sales process/SLAs are adhered to, client experience is managed, and that your team lives the company values.
- Propose changes to processes or tech which impact the client or client experience or could enhance business performance.
- Analyse data related to sales, conversion ratios, turn-around times, competitor lost reasons, and other metrics in order to uncover areas for improvement and trends to be addressed by the department or business.
- Prepare regular reports of progress and forecasts to Exco.
- Implement ongoing hands-on upskilling within the team and build and retain talent.
- Work cohesively with a cross-functional team.
- Influence stakeholders, processes, and Salesforce builds to deliver on client experience objectives.

Pay: R10 000,00 - R80 000,00 per month

Application Question(s):

- Must have direct experience in a sales environment or relevant industry

**Education**:

- Bachelors (required)

**Experience**:

- financial sales: 3 years (required)

**Language**:

- strong English ACCENT (required)

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