Client Experience Manager – Financial Services / FX

Conclusion; Paarl; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

Conclusion is seeking a Client Experience Manager to lead the FX client journey and strengthen relationships with clients and banking partners in a dynamic financial services environment.

You will drive client retention, identify revenue opportunities, and collaborate across teams to streamline processes while complying with regulatory requirements. Strong communication, negotiation and analytical skills are essential.

Qualifications

• Minimum 3 years' experience within the FX sector.
• Fluent in English and Afrikaans.
• Strong negotiation and stakeholder management skills.
• Excellent communication and analytical abilities.
• Experience in business development and revenue growth.

Responsibilities

• Build and maintain relationships with clients and banking partners.
• Develop strategies to improve client satisfaction and retention.
• Identify cross-selling opportunities and contribute to revenue targets.
• Ensure processes align with policies and regulatory requirements.
• Provide reporting on client experience and opportunities.

Skills

FX client relationships

Client experience management

Stakeholder management

Negotiation

Revenue growth focus

Analytical skills

Bilingual English/Afrikaans

Education

RE5 (Representative)

RE1 (Key Individual)

Tools

CRM systems

Job description

Client Experience Manager - Financial Services / FX

Location: Paarl, Western Cape

Employment Type: Permanent

Industry: Financial Services / Foreign Exchange

We are looking for an experienced Client Experience Manager to join a dynamic financial services environment. This role is ideal for a relationship-driven professional with strong experience in the foreign exchange (FX) sector, who is passionate about client experience, operational efficiency, business development and revenue growth.

The successful candidate will play a key role in strengthening relationships with clients and banking partners, improving the client journey, driving retention and identifying opportunities for business growth.

Key Responsibilities

Client & Stakeholder Management

• Build and maintain strong, trusted relationships with clients and banking partners.
• Develop a thorough understanding of partner processes and ensure alignment across internal teams.
• Conduct regular client engagement and account health checks.
• Manage client expectations and proactively address issues or concerns.

Client Experience & Retention

• Develop and implement strategies to improve client satisfaction and retention.
• Identify opportunities to enhance the overall client journey.
• Establish feedback mechanisms between clients, banking partners and internal teams.
• Use client feedback and insights to drive continuous service improvements.

Business Development & Revenue Generation

• Identify and acquire new clients.
• Identify cross-selling opportunities across the business and drive appropriate actions to convert these into revenue.
• Identify and develop referral partner relationships.
• Contribute towards and achieve agreed sales and revenue targets.

Operational & Process Improvement

• Identify opportunities to streamline processes and improve service delivery.
• Maintain accurate and up-to-date documentation of client-related processes.
• Ensure client experience processes align with internal policies, partner SLAs and applicable financial regulations.
• Monitor process improvement and compliance outcomes.

Reporting & Performance

• Provide regular reporting on client experience, business opportunities, challenges and progress.
• Monitor client satisfaction and identify areas requiring attention or improvement.

Training & Knowledge Sharing

• Facilitate knowledge sharing and training within internal teams.
• Ensure teams understand and remain aligned with client and banking partner requirements.

Negotiation & Partnerships

• Lead negotiations and support the finalisation of agreements with clients and banking partners.
• Ensure agreements and commercial arrangements remain aligned with regulatory and organisational requirements.
  

Requirements

• Minimum 3 years' experience within the Foreign Exchange (FX) sector.
• Relevant industry qualifications such as RE5 (Representative) and RE1 (Key Individual).
• Strong understanding of the South African financial services regulatory environment.
• Proven experience in client relationship management and/or client experience.
• Experience in business development, cross-selling and revenue generation.
• Strong understanding of client journey mapping and client retention strategies.
• Excellent negotiation and stakeholder management skills.
• Strong numerical and analytical ability.
• Excellent written and verbal communication skills.
• Computer literate.
• Fluent in both English and Afrikaans.
  

Key Competencies

We are looking for someone who is:

• Customer-centric and passionate about service excellence.
• A strong relationship builder who can manage expectations effectively.
• Proactive and solutions-oriented.
• Commercially minded with a strong focus on revenue growth.
• Highly organised and process-driven.
• Adaptable and able to operate in a changing environment.
• Emotionally intelligent with strong interpersonal skills.
• Accountable and committed to delivering results.
• Collaborative and team-oriented.
• Professional and committed to maintaining high levels of integrity.
  

Why This Opportunity?

This is an exciting opportunity for an experienced FX professional to take ownership of the client experience, stakeholder relationships and revenue growth within a growing financial services environment.

If you have a strong background in FX, enjoy working closely with clients and partners, and have a commercial mindset with a passion for improving the customer journey, we would like to hear from you.