Client Relationship Manager | Johannesburg at Digicall

ROLE SUMMARY


The Client Relationship Manager serves as the primary liaison between the company and its clients, building strong, trust‑based relationships through effective communication and networking. This role involves developing rapport with new clients, providing ongoing support, and strengthening long‑term partnerships by identifying opportunities to enhance value through new solutions and services.
In addition to retaining and growing existing accounts, the incumbent is expected to identify potential new business opportunities and contribute to revenue generation by anticipating and understanding client needs, in collaboration with Senior Management.
This role further requires conducting industry analysis to establish relevant benchmarks and understand client expectations across various corporate client segments, ensuring the company's offerings remain competitive and aligned to market standards.
If you're ready to belong to an "open mindset" work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you'll shine!


QUALIFICATIONS


Minimum: Advanced Certificate or Diploma in a relevant field, or an equivalent NQF Level 6 qualification
Preferred: Key Account Management Certification or Bachelor's Degree in a relevant field


EXPERIENCE


3 to 5 years' relevant work experience (Key Account Management / Client Relationship Management).


SKILLS & KNOWLEDGE


Strong written and verbal communication skills (English).
Proficient in Microsoft Office suite.
Knowledge and understanding of Service Level Agreements.
Overall understanding of corporate clients and their needs.
Understanding of Business Process Management (BPM).
Strong understanding of client relationship building.
Knowledge of pricing principles and methodology.
Problem analysis and problem-solving skills.
Understanding and application of commercial and financial principles to improve company performance.
Ability to network with and influence senior people both internally and externally to achieve a predefined outcome.


RESPONSIBILITIES

Financial Management:


Ensure cost effective allocation and use of company resources.
Ensure that all your clients' profitability is in line with company objectives and targets.
Prepare and submit accurate proposals, quotations and tenders to the relevant Head of Department for authorisation and sign off.
Support the Finance Department in managing client debtor accounts.


Operational:


Define and develop integrated strategies, plans and processes based on the insight into clients' behaviours and to ensure optimal client satisfaction.
Manage your client in accordance with our corporate strategy in order to enhance client satisfaction, profitability and sustainability.
Identify the people, process, and technology capabilities required to deliver desired client experiences in market and then plan for the implementation of those experiences (across the different services provided by the company).
Analyse data to understand why clients are satisfied/dissatisfied and to develop deep insights into client needs and behaviours.
Prioritize key requirements per client as per the client's strategic plan that will adequately quantify performance on each requirement.
Work with Business Units Operations to define enabling capabilities, infrastructure, and processes to ensure seamless execution, measurement, and continuous improvement.
Analyse trends on all various service lines and proactively develop strategies in order to bridge gaps identified.
Drive best practices and continuous improvement programs to achieve and maintain industry leading client satisfaction/experience metrics.
Conduct research to identify market opportunities to creatively execute to maintain and retain clients.
Present new products and services and enhance existing relationships.
Prepare and manage accurate presentations, proposals, plans and tender processes as required by various clients.
Collaborate with the Marketing Department to coordinate successful events, conferences, and brand exposure activities, ensuring these initiatives achieve a positive return on investment.
Maintain and update the CRM system as the central source of client information.
Draft client agreements and ensure annual or contractual updates are applied in line with the terms, including obtaining the necessary approvals and signatures.
Communicate annual CPI adjustments to clients timeously, ensuring negotiations begin at least three months before contract renewal.
Assist with various projects as assigned.
Perform all other ad hoc duties and responsibilities.


Client Management:


Build strong and long-lasting relationships with clients through the creation of long-term planning and understanding of the competitive market in order to realize how best to acquire and retain high-value clients.
Develop industry leading relationships with external key account contacts to ensure that the business receives constant leads on potential key clients.
Ensure client expectations are met through the deliverables of the Client Relationship Team.
Resolution of escalated client complaint queries with a clear understanding of the root cause analysis.
Implement client satisfaction interventions to address short comings.
Identify client behavioural trends and present findings and recommendations to the relevant parties.
Undertake a continual study of market trends to understand how this will affect the client.