National Client Experience & Relationship Manager

Growthpoint Properties; Johannesburg; On-site; ZAR 300 000 - 700 000; Full time

Job summary

An established industry player is seeking a National Client Experience & Relationship Manager to lead the development and implementation of a comprehensive client service strategy. This pivotal role focuses on enhancing client satisfaction and loyalty while fostering a sense of community within managed properties. The ideal candidate will have a strong background in the hospitality industry, with a proven track record in client relationship management and innovative community engagement. Join a dynamic team dedicated to creating exceptional client experiences and driving business success through strategic initiatives and data-driven insights.

Qualifications

• 10 years’ experience in hospitality or related fields focusing on client experience.
• Proven experience in client/customer experience management.

Responsibilities

• Develop and implement a national client service experience strategy.
• Enhance client satisfaction and loyalty through innovative solutions.
• Manage community building initiatives within properties.

Skills

Client Experience Strategy Development

Client Relationship Management

Community Building

Data Analysis and Reporting

Stakeholder Engagement

Education

Bachelor of Commerce degree

Postgraduate degree

Certified Customer Experience Professional (CCXP)

Job description

Job title : National Client Experience & Relationship Manager

Job Location : Gauteng, Johannesburg
Deadline : May 04, 2025

Key Performance Areas

Client Experience Strategy

• Develop and implement a national client service experience strategy aligned with business objectives.
• Implement strategies and initiatives to enhance client satisfaction and loyalty.
• Continuously improve the client experience by identifying pain points and areas of improvement.
• Develop and execute client retention strategies to reduce turnover and increase client loyalty.
• Develop and implement strategies to increase the desirability of the properties and related services among clients.
• Stay updated on industry trends and technology solutions that can enhance client experience and community building.
• Implement innovative technology and digital tools to streamline processes and improve operational efficiency.

Client Relationship Development

• Design processes to ensure we build and nurture strong relationships with existing and prospective clients, including tenants, service providers and other stakeholders.
• Understand the unique needs, preferences, and expectations of clients and tailor services accordingly.

Community Building

• Manage to ensure the organisation creates a strong sense of community and belonging within the properties managed by Growthpoint, fostering a positive environment.
• Organise events and activities that encourage interaction and engagement among clients, enhancing the overall community experience.
• Ensure that all initiatives and activities are in compliance with relevant laws, regulations, and industry standards.
• Integrate sustainability and environmental responsibility initiatives into the client experience and community building, aligning with modern expectations.
• Maintain open and transparent communication with clients, ensuring that their needs and concerns are addressed promptly.
• Develop and manage communication channels such as business cards, WhatsApp, newsletters, online forums, or social media to engage with clients.

Monetisation of Additional Services

• Identify and implement opportunities to generate additional revenue streams, such as upselling services, introducing new amenities, or offering value-added packages.
• Develop pricing and marketing strategies to maximize the monetisation of these services.

Data Analysis and Reporting

• Utilise data and analytics to measure and assess client satisfaction, engagement, and the effectiveness of strategies.
• Analyse client feedback and take action to address concerns and maintain long-term relationships.
• Prepare appropriate reports and recommendations for senior management based on data insights.

Stakeholder Engagement

• Collaborate with property management teams to identify opportunities for improving property features, amenities, and services.
• Collaborate with various departments, including asset management, property management (with a focus on leasing and facilities), marketing, IT, sustainability, and finance, to align client experience and community-building strategies with overall business goals.

Experience

• 10 years’ experience in the hospitality industry or other related fields which focus on Client experience.
• At least 5 years in a senior leadership role.
• Proven experience in client/customer experiences management, account management, or a similar role.

Education

• Bachelor of Commerce degree in hospitality, or a related field.
• A Postgraduate would be advantageous.
• Certified Customer Experience Professional (CCXP).