Client Excellence Lead

CottGroup®; Şişli; On-site; TRY 360,000 - 600,000; Full time

Job summary

CottGroup is seeking a Client Excellence Lead to support the Chief Commercial Officer by providing visibility, coordination, and governance across the entire client lifecycle.

This role focuses on client experience, operational visibility, proactive risk identification, and governance across the client portfolio, ensuring a consistent and high-quality client journey.

Qualifications

• Bachelor’s degree in Business Administration or related field.
• 8+ years of relevant professional experience in payroll outsourcing, HR outsourcing, client operations, or service delivery.
• Strong written and verbal English and Turkish communication is preferred.

Responsibilities

• Monitor and coordinate the entire client lifecycle with visibility and follow-up at key stages.
• Manage governance of client complaints and escalation tracking with centralized registers.
• Prepare regular reports, dashboards, and management presentations.
• Coordinate cross-functional collaboration with commercial, operational, and client-facing teams.

Skills

Analytical thinking

Stakeholder coordination

Excellent communication

Organizational discipline

Cross-functional collaboration

Education

Bachelor's degree in Business Administration

Business/HR/Operations-related field

Tools

Microsoft 365

Job description

CottGroup is a leading provider of consulting, outsourcing, technology, and training services. We support organizations in managing complex business processes while maintaining high standards of data privacy, regulatory compliance, and operational excellence.

About the Role

At CottGroup, we are looking for a Client Excellence Lead to support the Chief Commercial Officer by providing visibility, coordination, and governance across the entire client lifecycle.

This role is responsible for monitoring and coordinating key client-facing processes across the entire client lifecycle, ensuring effective coordination, visibility, and follow-up at key stages of the client journey.

The primary objective is to support a consistent and high-quality client experience through effective coordination, reporting, and cross-functional collaboration. Rather than directly managing operational teams or owning client operations, the role focuses on client experience, operational visibility, proactive risk identification, management reporting, and governance across the client portfolio.

Key Responsibilities

Client Lifecycle Coordination

• Monitor and coordinate the entire client lifecycle, ensuring effective coordination, visibility, and follow-up at key stages of the client journey.
• Maintain visibility over key client milestones, service transitions, and matters requiring cross-functional follow-up.
• Coordinate with relevant teams to support a consistent and seamless client experience throughout the client lifecycle.

Client Experience & Governance

• Coordinate client feedback programs, satisfaction surveys, and Voice of the Client initiatives.
• Own the governance of client complaint and escalation tracking by maintaining centralized registers, coordinating timely follow-up across departments, monitoring agreed corrective actions, and ensuring that significant issues remain visible to senior management.
• Identify recurring complaint themes, service risks, and escalation trends, and proactively bring matters requiring management attention to the relevant stakeholders.
• Help prevent unresolved service issues from developing into executive escalations by ensuring that follow-up actions are clearly tracked and nothing falls through the cracks.
• Monitor client health indicators and highlight potential service risks requiring management attention.
• Coordinate additional client service requests and facilitate cross-functional follow-up.

Reporting & Management Visibility

• Prepare regular reports, dashboards, management presentations, and client lifecycle summaries.
• Consolidate information from relevant departments and present clear, accurate, and timely management reports.
• Highlight client-related risks, complaints, escalations, additional service requests, and other matters requiring management attention.
• Support management meetings by preparing reports, meeting materials, and business updates.

Cross-functional Collaboration

• Work closely with internal departments and international partners to support consistent service quality and client satisfaction.
• Facilitate communication and information flow between commercial, operational, and client-facing teams.
• Support improvement initiatives across client-facing processes where cross-functional coordination is required.

Qualifications

• Bachelor’s degree in Business Administration, Human Resources, Industrial Engineering, Economics, or a related field.
• 8+ years of relevant professional experience, preferably within payroll outsourcing, HR outsourcing, client operations, service delivery, or project coordination environments.

We are particularly interested in candidates with experience in one or more of the following areas:

• Payroll outsourcing or HR outsourcing / total outsourcing environments.
• Client operations or service delivery within complex B2B service organizations.
• Client relations, account coordination, PMO, or Customer Success within operational and outsourcing-focused environments.
• Experience working with multinational clients, international partners, or global service delivery models will be considered a strong advantage.
• Strong written and verbal communication skills in English and Turkish, together with proficiency in Microsoft 365 applications, are expected.

What We Are Looking For

• Thinks analytically and takes a proactive approach to problem solving.
• Enjoys coordinating multiple stakeholders and managing competing priorities.
• Has excellent communication and relationship management skills.
• Is highly organized and demonstrates strong follow-up discipline.
• Can interpret operational information and translate it into clear management insights.
• Works effectively across functions and cultures.
• Thrives in a fast-paced and client-focused environment.