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.