Our client in the Facilities Management is looking for a Senior Manager Client Retention and Growth to join their dynamic team. If you meet the below requirements, do not hesitate to submit your CV for consideration. Scope of Work: Strategic leadership 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. Develop and maintain strong relationships with existing clients. Regularly meet with clients to understand their needs, concerns, and feedback. Act as the primary point of contact for clients, ensuring their satisfaction and addressing any issues promptly Stay informed about market trends, competitor activities, and best practices in client retention and growth. Conduct regular market research to identify opportunities and threats. Operational Leadership – Sales 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 establishment of the lagging and leading indicators to report on the success of our retention and monetisation strategy - and confidently present impact and insights to key stakeholders and leadership Contribute to the development of business cases for tech and resource investment to accelerate the upsell/cross sell opportunities to accelerate retention Resolve any client complaints or issues promptly to maintain a positive relationship. Conduct regular reviews and site visits to understand the client’s evolving needs and ensure high-quality service Growth and Expansion 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 Collaborate with the sales team to identify new business opportunities and ensure a smooth handover of new accounts. Support the sales process by providing insights into client needs and helping tailor proposals Promote and manage the implementation of new services or innovations that will benefit the client Oversee the renewal of contracts and ensure that they are in line with client expectations and company capabilities. Negotiate terms for contract extensions or renewals, focusing on creating win-win scenarios for both parties Data Analytics & Reporting: Monitor client satisfaction and service performance using key performance indicators (KPIs). Prepare and present client reports on service delivery and satisfaction Use client feedback and performance metrics to inform strategies for improvement and growth Reporting & Surveys: 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 Bi-annual customer surveys assessing client and customer satisfaction levels Requirements Bachelor's degree in Business Administration, Sales, Marketing, or related field. Advantageous: MBA Valid Drivers 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 FM sector's standards and service delivery models. Strong sales knowledge (ideally in the FM 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).
Ziyana Group is a bespoke professional services provider offering future focused business solutions and technology to our clients in Africa. We are 100% black owned and predominately led by women.
Our business is people centered, solutions driven and technology inclined. We go beyond the call of duty to gain understanding of our client strategies, the markets in which they operate in and the talent they need to achieve their business performance.
With extensive experience in the industry, a dedication to customer success, and a comprehensive AI-powered HR Digital technology, we are committed to enabling the unlimited potential of your people and optimizing your operational processes.
Our approach ensures that we place people at the forefront of our client’s strategy by tailoring business solutions that leverage on technology. At the core of our values is to build result focused teams in order to drive superior business performance. Our talent and enterprise technology solution focus on building skills based organisations, empowering human impact with digital transformation, Talent Bank and Mobility, Project Management, Change Management and Leadership Coaching by aligning organizational effectiveness to be supported by a clear business strategy.
We provide leading edge and agile project management solutions that shapes organisations to be data centric, streamline business processes that enhances business intelligence and analytical capabilities thereby enabling effective risk management.
Our key CAPABILITIES are:
1. People and Organisational Effectiveness
2. Talent Sourcing HR & Payroll Management
3. Project Management
4. HR Digital Technology
5. Digital Skills & Learning Hub
Our VISION: Unlocking HUMAN potential through TECHNOLOGY for the sustainable future.
Our head office is in the central business district of Centurion. We also have offices in Cape Town, Durban and Namibia. We have representation in Kenya, Mauritius, Mozambique, Nigeria and Lesotho.
