Client Experience Manager

Zohorecruit; Cape Town; Presencial; ZAR 700.000 - 1.100.000; Jornada completa

Descripción de la vacante

Zohorecruit in Cape Town is seeking a Client Experience Manager to own client experience, strengthen relationships with clients and banking partners, and drive retention and revenue growth in a financial-services, foreign-exchange environment.

You will map the client journey, streamline processes, ensure compliance, and lead negotiations within policy. Requires at least 3 years in foreign exchange, client-facing relationship management, and RE5/RE1 where duties apply.

Formación

• 3+ years in foreign exchange or financial services
• Experience in relationship management or business development
• Strong negotiation and stakeholder management skills
• Sound knowledge of SA financial-services environment and compliance
• English and Afrikaans proficiency

Responsabilidades

• Act as the point of contact between clients, banking partners and internal teams
• Run relationship health checks to improve retention and identify cross-sell opportunities
• Acquire new clients and referral partners and meet sales targets
• Review the client journey and streamline processes for compliance
• Escalate and resolve service issues and feed back recurring issues to teams
• Report to senior management on retention, pipeline and targets
• Lead negotiations and finalise agreements within policy and regulatory standards

Conocimientos

Relationship management

Business development

Negotiation

Stakeholder management

Retention focus

Sales targets

Client-facing

Numeracy

Commercial drive

Educación

RE5 (Representative)

RE1 (Key Individual)

Descripción del empleo

Cape Town, South Africa | Posted on 08/10/2026

We are seeking a Client Experience Manager to own client experience, stakeholder relationships, retention and revenue growth in a financial-services, foreign-exchange environment. Build relationships with clients and banking partners, improve the client journey, retain and grow accounts, and bring in new clients, referrals and cross-sales. Keep client-facing processes documented, compliant and consistently followed.

This is a commercial relationship role, not a customer-service-only position. Candidates should show both retention and revenue-generation experience.

Requirements

Key Responsibilities

• Act as the point of contact between clients, banking partners and internal teams, and resolve service issues before they escalated.
• Run relationship health checks, improve retention and satisfaction, and identify cross-sell that fits client needs.
• Acquire new clients and referral partners, build a pipeline, and meet agreed sales and revenue targets.
• Review the client journey, streamline processes, and feed recurring issues back to the right teams.
• Keep process documentation current, aligned to policy, partner SLAs and financial-services regulation, and escalated compliance risk.
• Report to senior management on retention, satisfaction, pipeline and targets.
• Train internal teams on client and partner requirements.
• Lead negotiations and finalise agreements within policy and regulatory standards.
  

Key Requirements

• At least 3 years in foreign exchange.
• Client-facing experience in relationship management, business development or financial services.
• RE5 (Representative) and RE1 (Key Individual) required or advantageous, depending on duties.
• Sound knowledge of the South African financial-services environment, FX products, competitors, retention, SLAs and compliance.
• English and Afrikaans.
• Strong negotiation, stakeholder management, numeracy and commercial drive.