Senior Manager Client Retention & Growth - Centurion

SUMMARY:
Senior Manager Client Retention & Growth - Centurion

POSITION INFO:

This role will drive the overall profitability of the business, maximize customer lifetime value and reduce churn by fostering strong relationships with existing/prospective clients, enhancing customer satisfaction, and driving revenue growth through strategic upselling, cross-selling, contract renewals and acquisition of customers in the Public Sector. This role demands a in close collaboration with internal teams to improve service

Strategic leadership

Develop and implement retention strategies to maximize client value, strengthen client loyalty and proactively meet their evolving needs.

Define the overall retention management strategic direction for all different areas of churn management which include voluntary churn, involuntary churn, and nuisance churn

Build multi-level relationships within client organizations to enhance engagement and decision making influence. Regularly meet with clients to understand their needs, concerns, and feedback.

Stay informed about market trends, competitor activities, and best practices in client retention and growth. Conduct regular market research to identify opportunities and threats.

Operational Leadership - Sales

Monitor contracted key service metrics, resolve escalations efficiently, and implement client feedback for continuous improvement.

Conduct customer satisfaction surveys to assess client satisfaction levels, and provide actionable insights to strengthen client relationships, improve retention, and drive continuous service excellence.

Develop personalized engagement plans for high-value clients to enhance satisfaction and retention.

Collaborate and leverage operations customer support teams to improve service delivery and ensure clients remain satisfied.

Contribute to the establishment of the lagging and leading indicators to report on the success of our retention and monetisation strategy - and confidently present impact and insights to key stakeholders and leadership

Contribute to the development of business cases for tech and resource investment to accelerate the upsell/cross sell opportunities to accelerate retention.

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.

Growth and Expansion

Identify and execute on opportunities for upselling and cross-selling additional services . Work with internal teams to develop proposals for expanding service offerings or adding new services to existing contracts.

Actively search, pursue and engage targeted potential clients within the Public Sector and specifically within scope of our services offered by the company

Ensure fully compliant bids and sales proposals are submitted in response of opportunities in the Public Sector participate in the vetting of tenders to secure new business opportunities based on thorough needs analysis performed on the client, detailing service offering and solution to meet the clients operational or strategic objectives.

Develop and manage targeted client list aligned to the company corporate strategy in the Public Sector company’s targeted industries, target clients, sectors and services that meets Sales Department IFM targets and objectives within specific sales cycle timelines.

Lead the development of complex, multi-disciplinary commercial proposals in partnership with the Commercial Executive.

Integrate inputs from the Senior Manager: Client Retention & Growth (service scope, resources, client expectations, commercial assumptions, and site specifics) into a cohesive, executive-ready submission. Present the final proposal to Exco for governance review and approval prior to client submission.

Data Analytics & Reporting:

Monitor client satisfaction and service performance using key performance indicators (KPIs). Prepare and present client reports on service delivery and satisfaction.

Use client feedback and performance metrics to inform strategies for improvement and growth

Reporting & Surveys

Provide a comprehensive retention and growth report incorporating the relevant metrics including but not limited to market share, customer, and segment penetration, promotional and advertising ROI (where applicable), and channel effectiveness, on a monthly and quarterly basis and for the board pack.

Conduct bi-annual customer surveys assessing client and customer satisfaction levels.

Qualifications and Experience :

Bachelor’s degree in business administration, sales, marketing, or related field. Advantageous: MBA

Matric (Senior Certificate)

Valid Driver’s License

Proven record of sales leadership and managing strategic clients, proactive approach to customer engagement, data-driven decision-making, and collaboration with internal teams to enhance customer service experience. 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 FM sector’s standards and service delivery models.

Strong sales knowledge (ideally in the FM 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).

Salary - R700 - R800 000pa CTC

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