Client Experience Manager

Love building
relationships and making business happen?

We’re looking for
a dynamic Client Experience Manager who knows the foreign exchange (FX) world
and has the relationship-building skills, commercial mindset and drive to turn
great client experiences into lasting partnerships and business growth. This is more than
a customer service role! You’ll take ownership of client relationships, keep
banking partners happy, identify new business opportunities and help create a
seamless client journey from start to finish.

What will you
be doing?

• Be the go-to person for clients,
  banking partners and internal teams, keeping communication clear and
  expectations on track.
  
• Strengthen existing relationships,
  monitor client satisfaction and find ways to improve retention and
  loyalty.
  
• Bring in new clients, grow your
  pipeline, develop referral partnerships and spot opportunities to
  cross-sell relevant products and services.
  
• Identify gaps in the client journey,
  solve recurring service challenges and turn feedback into meaningful
  improvements.
  
• Ensure client-facing processes are
  documented, consistently followed and aligned with regulatory
  requirements, internal policies and partner SLAs.
  
• Manage client and banking partner
  negotiations while balancing strong relationships with commercial
  objectives.
  
• Monitor client satisfaction,
  retention, business development and revenue targets, providing regular
  updates and insights to management.
  
• Help internal teams understand client
  and partner requirements so everyone delivers a consistent, high-quality
  experience.
  

Please note: This is a fully office-based position in
Paarl, Western Cape. You should ideally live in Paarl or within a
reasonable commuting distance and be comfortable working from the office.

Requirements

• At least 3 years’ experience in the
  foreign exchange (FX) sector.
  
• A background in client relationship
  management, business development or financial services.
  
• Proven experience in both client
  retention and revenue generation, we need someone who can nurture
  relationships and grow the business.
  
• A solid understanding of FX products,
  services and the South African financial-services environment.
  
• Knowledge of client retention
  strategies, cross-selling, referral partnerships and business development.
  
• An understanding of
  financial-services compliance, regulatory requirements and partner SLAs.
  
• Strong negotiation, communication,
  analytical and problem-solving skills.
  
• Confidence when engaging with
  clients, banking partners and senior stakeholders.
  
• Excellent relationship-building
  skills, commercial awareness and a results-driven approach.
  
• Fluency in both English and
  Afrikaans.
  
• Strong computer literacy and the
  ability to turn information into practical action.
  

Qualifications: RE5 (Representative) and RE1 (Key
Individual) are relevant industry qualifications, with requirements depending
on the responsibilities of the role.