Client Experience & Growth Lead

Redial BPO; Roodepoort; On-site; ZAR 240,000 - 300,000; Full time

Benefits offered by this job

Competitive salary package

Career growth and advancement

Professional development and training

Collaborative work environment

Direct exposure to key clients

Job summary

Redial BPO is seeking a Client Experience Executive to serve as the primary liaison between our clients and internal teams in Weltevredenpark, Roodepoort. You will drive retention, identify growth opportunities, and coordinate cross-functional delivery to ensure service excellence.

The role emphasizes relationship management, stakeholder communication, and accountability for client outcomes in a fast-paced BPO environment. A bachelor's degree and strong English proficiency are required.

Qualifications

• Bachelor's degree in business administration, international business, marketing, or related field.
• Advanced English proficiency (C1 level or higher).
• Minimum 2 years of experience in a client-facing, account management, customer success, or business relationship role.
• Experience in a BPO, contact center, customer service, or outsourcing environment.
• Strong communication, negotiation, and interpersonal skills; excellent analytical and problem-solving abilities.
• Intermediate to advanced Microsoft Office skills.

Responsibilities

• Act as the primary contact for assigned client accounts and maintain strong, long-term business relationships.
• Ensure operational and administrative agreements are communicated effectively to internal departments.
• Develop and implement account retention and growth strategies in partnership with Operations and Management teams.
• Monitor service delivery, identify risks or gaps, and proactively address potential issues before they impact client satisfaction.
• Coordinate action plans and collaborate with Operations, Quality Assurance, Training, and Administration teams to improve client outcomes.
• Conduct regular client reviews and satisfaction assessments to identify opportunities for improvement.
• Manage staffing discussions and workforce planning in alignment with contractual requirements and business needs.
• Prepare and present performance reports, business updates, and client relationship summaries to leadership teams.
• Resolve client concerns professionally while maintaining a positive and productive relationship.

Skills

Client relationship management

Account management

Communication

Negotiation

Analytical thinking

MS Office skills

Education

Bachelor's degree in Business Administration or related field

Tools

MS Office

Job description

Redial BPO is seeking a Client Experience Executive to serve as the primary liaison between our clients and internal teams in Weltevredenpark, Roodepoort. You will drive retention, identify growth opportunities, and coordinate cross-functional delivery to ensure service excellence.

The role emphasizes relationship management, stakeholder communication, and accountability for client outcomes in a fast-paced BPO environment. A bachelor's degree and strong English proficiency are required.