Client Experience Manager

Reunert Limited; Johannesburg; On-site; ZAR 600 000 - 900 000; Full time

Job summary

A leading company in the Security Services sector is seeking a Client Experience Manager to oversee service delivery and enhance customer satisfaction. The role involves managing relationships, ensuring compliance with SLAs, and implementing improvement strategies. Ideal candidates will have extensive experience in service delivery and program management, with strong leadership and communication skills.

Qualifications

• Minimum five years managing operations and service delivery in complex customer environments.
• At least two years of program management experience with complex projects.
• Experience leading multicultural teams in service delivery.

Responsibilities

• Manage service delivery to customers and exceed expectations.
• Build strong customer relationships and manage performance issues.
• Develop and implement strategies for high standards of service.

Skills

Customer-facing skills

Problem-solving

Leadership

Communication

Education

Matric

Post-matric technical certification

ITIL Foundation

Postgraduate Degree/Diploma in Electronics/Communications

Tools

MS Office

Service Management Tools

Power BI

Job description

Client Experience Manager

A vacancy exists in the Security Services Department for a Client Experience Manager reporting to the Security Services Executive.

Purpose of Position

Manage the service delivery to customers in a seamless manner to meet and exceed customer expectations in an efficient and cost-effective manner, achieving SLA targets and meeting contractual obligations.

Main Responsibilities

1. Take accountability for overall service delivery and customer experience.
2. Build strong customer relationships with all delivery organizations, both internal and external.
3. Manage service delivery organizations and their contractual obligations.
4. Address performance issues without delay when they arise.
5. Manage the financial wellbeing of the account.
6. Develop and implement strategies to ensure high standards of customer relationships and end-to-end services, fostering positive customer experiences.
7. Define operational processes aligned with developed strategies to support positive customer outcomes.
8. Ensure operations align with OneX processes and procedures.
9. Review training requirements regularly and facilitate further training for staff to ensure current expertise.
10. Manage standards of customer solutions and their professional implementation.
11. Manage projects to ensure successful implementation and customer satisfaction.
12. Perform program management roles during project implementations, collaborating with technical teams.
13. Review operational trends, identify areas for improvement, and launch Customer Service Improvement (CSI) projects as needed.
14. Manage reporting requirements, SLAs, and other obligations.
15. Take ownership of performance issues and resolve them proactively with support organizations.
16. Apply account governance and ensure meeting minutes are produced.
17. Handle escalations and high-impact issues promptly.

Desired Experience & Qualifications

• Self-motivated with the ability to operate independently, setting priorities and direction.
• Exceptional customer-facing skills and ability to interact effectively.
• Deep knowledge of service delivery, escalation procedures, incident and problem management, change management, etc.
• High activity levels, productivity, and perseverance over extended periods.
• Results-oriented with vigor to manage projects successfully.
• Excellent verbal and written communication skills, including report writing.
• Strong problem-solving skills and a proactive attitude.
• Leadership qualities and accountability.
• Ability to take charge, set direction, and establish clear objectives.

Required Experience

• Minimum five years managing operations and service delivery in complex customer environments.
• At least two years of program management experience with complex projects.
• Experience leading multicultural teams in service delivery.
• Exposure to service management and monitoring tools.
• Proficiency in MS Office, with Power BI as an advantage.

Educational Qualifications

• Matric
• Post-matric technical certification
• ITIL Foundation
• Postgraduate Degree/Diploma in Electronics/Communications
• Leadership Training
• Proficiency in Service Management Tools

If interested, please apply via the job ad post by no later than 22nd April. The selection process includes assessments, work samples, and psychometric tests. Candidates not contacted within three months should consider their application unsuccessful. Preference will be given to candidates from designated groups.