Senior Manager Client Retention and Growth

SUMMARY:
-

POSITION INFO:

Senior Manager: Client Retention & Growth | Gauteng | Permanent

Drive retention. Unlock growth. Lead strategic client partnerships that shape long-term profitability.

An established facilities management business is seeking a commercially astute Senior Manager: Client Retention & Growth to strengthen client loyalty, reduce churn, and accelerate revenue expansion. Reporting to the Chief Sales Officer, this senior leadership role is accountable for maximising customer lifetime value across a diverse portfolio, with a strong focus on the Public Sector.

This role blends strategic leadership with hands-on execution. You will define and implement retention strategies, oversee churn management across voluntary, involuntary and nuisance categories, and build multi-level relationships within client organisations. In addition, you will identify and secure new Public Sector opportunities, lead complex commercial proposals, and ensure fully compliant tender submissions aligned to corporate strategy.

Our client is a well-established, nationally recognised facilities management organisation delivering integrated services across multiple sectors. Known for operational excellence and long-term partnerships, the business is focused on sustainable growth, innovation, and measurable client impact.

What You’ll Do

• Develop and execute a comprehensive client retention and monetisation strategy

• Define churn management frameworks and implement proactive mitigation plans

• Build and maintain executive-level client relationships

• Monitor contracted service metrics and resolve escalations effectively

• Conduct client satisfaction surveys and translate insights into action

• Drive upselling and cross-selling initiatives across existing accounts

• Identify and secure Public Sector opportunities aligned to strategic targets

• Lead the development of complex, multi-disciplinary commercial proposals

• Contribute to business cases supporting technology and resource investments

• Present retention and growth performance metrics to executive leadership and board

• Conduct regular client reviews and site visits to ensure service excellence

What You Bring

• Bachelor’s degree in Business Administration, Sales, Marketing or related field

• MBA advantageous

• Minimum 5 years’ experience in a similar senior client management or sales leadership role

• Proven experience in facilities management or related services sector

• Strong Public Sector tender and proposal exposure

• Demonstrated ability to manage strategic clients and drive revenue growth

• Advanced CRM, sales analytics and Microsoft Office proficiency

• Strong commercial acumen and strategic thinking capability

• Excellent negotiation, communication and stakeholder engagement skills

• Valid driver’s license

What Success Looks Like

• Reduced churn across all categories

• Measurable growth in client lifetime value

• Increased upsell and cross-sell revenue

• Strong Public Sector pipeline and successful tender conversions

• High client satisfaction and improved service performance metrics

• Clear, data-driven reporting influencing executive decision-making

If you are a strategic relationship builder who thrives on commercial impact and long-term client value creation, this role offers the platform to make a measurable difference.