Client Relationship Manager

Old Mutual; Wes-Kaap; On-site; ZAR 300 000 - 500 000; Full time

Job summary

A leading financial services company is looking for a Relationship Manager to enhance customer experience and manage expectations. This role involves developing customer contact plans and providing solutions to complex inquiries. Ideal candidates will have Matric, NQF5/NQF5 Wealth Management, and a solid background in relationship management (3-5 years). The position promises a positive working environment and opportunities for professional development. Closing date for applications is December 15, 2025.

Qualifications

• A minimum of 3-5 years Relationship Management background.
• Experience in customer service operations and digital consumer engagement.
• Ability to identify and strengthen customer relationships.

Responsibilities

• Manage customer expectations and provide solutions.
• Develop a customer contact plan for product launches.
• Help drive customer renewals through exceptional service.

Skills

Consultative Selling

Customer Complaint Management

Customer Relationship Management (CRM) Software

Customer Service

Identifying Sales Opportunities

Education

Matric

NQF5/NQF5 Wealth Management

NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Job description

Let's Write Africa's Story Together!

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

Job Description

Provides a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Provides specialist product and service knowledge that may lead to sales generation.

Product/Service Information

Provide advanced product/service information and respond to complex customer questions about the product/service.

Customer Order Processing

Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

Resolving Customer Issues

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Customer Relationship Development / Prospecting

Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Relationship Management (CRM) Data

Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Renewals

Help drive customer renewals through exceptional service, supporting the sales teams as required.

Operational Compliance

Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Qualifications, Skills and Experience required

• Matric
• NQF5/NQF5 Wealth Management
• A minimum of 3-5 years Relationship Management background

Skills

Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling

Competencies

Action Oriented, Collaborates, Communicates Effectively, Customer Focus, Decision Quality, Directs Work, Interpersonal Savvy, Manages Complexity

Education

NQF Level 5 - Higher, Advance or Occupational Certificate or equivalent

Closing Date

15 December 2025 , 23:59

The appointment will be made from the designated group in line with the Employment Equity Plan of Old Mutual South Africa and the specific business unit in question.

The Old Mutual Story!