Senior Manager Client Retention & Growth

SUMMARY:
Job Title: Senior Manager Client Retention & Growth
Location: Centurion

Job Overview:
This role will drive the overall customer success strategy for retention and monetization of our customer base. The ideal candidate will have a proven track record of driving business growth through effective customer engagement strategies, maintaining and enhancing relationships with existing clients to ensure long-term business success and increased satisfaction.

POSITION INFO:
Minimum Requirements: Matric (senior certificate). Bachelor's degree in business administration, sales, marketing, or related field. Advantageous: MBA. Valid driver's license. Proven record of leadership and managing a sales division with a proven track record of success in sales leadership roles with a minimum of 5 years of experience in a similar capacity. Experience in client management, retention or a customer-facing role, particularly in facilities management or related industries. Familiarity with the facilities management sector's standards and service delivery models. Strong sales knowledge (ideally in the facilities management services or services sector), excellent communication, negotiation, and interpersonal skills with the ability to build rapport and establish credibility with clients and team members. Proficiency in CRM systems, sales analytics tools, MS Word, MS PowerPoint, MS Excel, MS Outlook (advanced skill level). Strong commercial acumen. Key Responsibilities: Drive and deliver on the growth and retention and monetisation strategy, success aligned to both the BFM customer success 'growth and retention' strategy, and the market sector strategy. Develop and maintain strong relationships with existing clients. Regularly meet with clients to understand their needs, concerns, and feedback. Act as the primary point of contact for clients, ensuring their satisfaction and addressing any issues promptly. Stay informed about market trends, competitor activities, and best practices in client retention and growth. Conduct regular market research to identify opportunities and threats. Define the operational execution regarding retention management leveraging execution through other departments as well as direct execution to improve service delivery and ensure clients remain satisfied. Resolve any client complaints or issues in a timely manner to maintain a positive relationship. Conduct regular reviews and site visits to understand the client's evolving needs and ensure high-quality service. Identify opportunities for upselling and cross-selling additional services or solutions. Work with internal teams to develop proposals for expanding service offerings or adding new services to existing contracts. Oversee the renewal of contracts and ensure that they are in line with client expectations and company capabilities. Negotiate terms for contract extensions or renewals, focusing on creating win-win scenarios for both parties. To apply, email CV to: