Client Experience Manager

Overview

The Client Experience Manager is responsible for developing, leading, and applying a consistent Client Experience (CX) framework throughout all business subsidiaries. This role focuses on delivering superior client engagement that enhances satisfaction, loyalty, and drives significant commercial value over the long term.

Key Responsibilities

• Design and deploy a comprehensive CX strategy and framework applicable across all subsidiaries.
• Create and maintain structured feedback channels, tools for measuring client satisfaction, and mechanisms for service recovery.
• Drive tangible advancements in client loyalty, retention, and overall experience quality.
• Lead the implementation of CX systems in partnership with Information and Communications Technology (ICT) and ERP teams.
• Ensure flawless integration between CX platforms and Customer Relationship Management (CRM) systems to enable consistent data flow.
• Facilitate real-time analytics, performance reporting, and tracking of CX initiatives.
• Map the complete client journey, optimizing touchpoints before, during, and after service delivery to enhance consistency and engagement.
• Work collaboratively with Operations, Business Development, Registration, and Bidding divisions to align CX efforts.
• Integrate CX metrics and client insights into both commercial and operational workflows.
• Prepare and deliver quarterly CX performance dashboards and reports to senior leadership, linking satisfaction metrics to key business outcomes like renewals and revenue growth.
• Lead the Voice of Client (VoC) program by gathering, analyzing, and translating client input into targeted improvement projects with defined accountability, schedules, and measurable results.

Qualifications & Experience

• A Bachelor's degree in Business Administration, Marketing, or a related discipline is required; a Master’s degree is preferred.
• Possess between 8 to 12 or more years of experience in Client Experience, Customer Experience (CX), or equivalent roles.
• Preferably experienced in managing CX at multi-entity or group levels.
• Demonstrated expertise with CX systems, integrating CRM technologies, and utilizing analytics tools.