Job Purpose:
The Relationship Manager is responsible for ensuring a seamless and positive client experience by facilitating the smooth transition of clients from Business Development to the Commercial team. The role serves as the primary point of contact for client communication, manages client inquiries, anticipates needs, resolves issues, and strengthens engagement with our organization. Acting as the voice of the customer within our organization, the Relationship Manager supports internal teams by providing client insights and maintaining accurate, comprehensive client records to enhance service delivery and decision-making.
Responsibilities
- Maintain strong, proactive communication with clients to analyze their needs, concerns, and feedback.
- Implement seamless client transitions from the Business Development team to the aftercare team.
- Provide consistent updates to clients regarding requirements, concerns, and suggestions.
- Compile and share client feedback with product, marketing, and service teams to improve offerings.
- Develop trust-based relationships through responsiveness, professionalism, and frequent engagement
- Analyze client needs to anticipate potential issues and propose preventive
- measures.
- Recommend solutions to address concerns and provide appropriate actions.
- Coordinate with internal stakeholders to resolve queries and operational challenges.
- Compile and report all client concerns, suggestions, and actions taken to department leadership
- Maintain accurate and up-to-date client databases to support strategic decision-making.
- Track SLAs and achieve timely fulfillment of service commitments, ensuring cases are closed.
- Prepare reports on SLA performance and client engagement metrics.
Qualifications
- Bachelor's degree in Business Administration, Hospitality Management, o related field.
- Minimum 4 years of experience in Relationship Management in the Financial Services Sector
- Ability to manage multiple projects and clients
- Strong communication and interpersonal skills
- Good problem-solving skills
- Highly organized, planning skills and ability to multitask and respond to a variety of demands
- Business acumen
- Attention to details
- Focus on customer care and teamwork skills and ability to deal with people sensitively and to use initiative in tackling problems
- Results focus for clients and organization objectives
- Open to new ideas
- Excellent command of English. Arabic is an advantage
