Senior Manager Client Retention & Growth

Job Overview: This role will drive the overall customer success strategy for retention and monetization of our customer base. The ideal candidate will have a proven track record of driving business growth through effective customer engagement strategies, maintaining and enhancing relationships with existing clients to ensure long-term business success and increased satisfaction.

Minimum Requirements: -Bachelor’s degree in business administration, sales, marketing, or related field. Advantageous: MBA. -Matric (Senior Certificate). -Valid Driver’s License. -Proven record of leadership and managing a sales division with a proven track record of success in sales leadership roles 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 facilities management sector’s standards and service delivery models. -Strong sales knowledge (ideally in the facilities management 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). -Strong commercial acumen.

Key Responsibilities: -Drive and deliver on the growth and retention and monetisation strategy, success aligned to both the BFM Customer Success ‘growth and retention’ strategy, and the Market sector strategy. -Ideate, design and run experiments to quantify the expected impact of proposed growth initiatives before formally launching them across the existing customer base. -Define the overall retention management strategic direction for all different areas of churn management which include voluntary churn, involuntary churn, and nuisance churn. -Act as the primary point of contact for clients, ensuring their satisfaction and addressing any issues promptly. -Develop and maintain strong relationships with existing clients. Regularly meet with clients to understand their needs, concerns, and feedback. -Define the operational execution regarding retention management leveraging execution through other departments as well as direct execution to improve service delivery and ensure clients remain satisfied. -Work with operations to share new ideas, experiments and successes - to support our ‘retention and growth’ principles. -Contribute to the development of business cases for tech and resource investment to accelerate the upsell/cross sell opportunities to accelerate retention. -Identify opportunities for upselling and cross-selling additional services or solutions. Work with internal teams to develop proposals for expanding service offerings or adding new services to existing contracts. -Monitor client satisfaction and service performance using key performance indicators (KPIs). Prepare and present client reports on service delivery and satisfaction. -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.