Client Relationship Lead - Durban, South Africa - Capability BPO
Description
Job description
Capability BPO's Client Relationship Lead is at the heart of leading our international operations into a new role penned on transformational leadership that paves the way.
As Client Relationship Lead your portfolio entails providing counsel and thought leadership to key business stakeholders relating to client, operational and risks matters; to manage business development through transformational strategy alignment and lead the team along Capability BPO's growth trajectory.
Your expertise and insight will be called on in assisting and supporting the formulation and tactical implementation of both business level and client level strategies.
Tasks
- Establish and build oneonone relationships with clients based on mutual
specifically focusing on a pro-active strategies, mutual trust and relationship
building.
- Ensuring successful retention of existing clients across assigned portfolios by
the client, servicing the client's specific business requirements and focusing
on the management of key accounts.
- Interacting and building relationships with key account executives, leadership
integrate to client operational requirements.
- To manage high level queries, and facilitate when specialist advice is
- Manage strategic customer projects in order to deliver them on time and
- Lead the design, execution and delivery of different disciplined testing
and management of control groups.
- Plan and execute different customer journeys in regards to the strategic target
- Manage cost & efficiencies through evaluation of margins, cost of service and
- Effectively attend to and monitor all highlevel customer complaints on
- Proactively communicate new product information to internal operations
- Profitable growth in portfolio operational/ sales (On and Offshore)
- Acquires new business for the portfolio in line with the customer value
share and specific operational/ sales strategies.
- Uphold data governance standards and ensure data is captured consistently
compliance with contact centre best practice standards.
- The role requires complex and comprehensive client facing management
- An excellent understanding of operational and administrative processes while
- Understanding of Capability BPO service offerings in respect of service level
- Rigor and focus on maintaining & exceeding high standards of service and
- Strong experience of planning, executing and delivering Marketing
Required skills
- Project Management skills
- BI (Business Intelligence) experience preferable: Power BI; Lean Six Sigma
- Expert user of MS Office: Excel, Word, PowerPoint
- Good copywriting, proofreading skills and excellent attention to detail
- Strong communications skills
- Proficient at analysing failures and coordinating required solutions
- Proactive, selfmanaging with superior organisational skills.
- Time and task management and prioritisation skills
- Good understanding of client invoicing
What do we offer?
- A salary between €6500€7500
- Nice working environment
- Great secondary employment conditions
Salary:
R122, R140,878.00 per month
Education:
- Bachelors (preferred)
Experience:
- client lead manager: 3 years (preferred)
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