Manager – Client Relations Full Time

We are currently recruiting for a Manager – Client Relations to join our Cash Services Team in our HQ, located in DAFZA, Dubai Airport Free Zone.

Scope: responsible for maintaining and strengthening relationships with existing and new clients, ensuring high levels of customer satisfaction and retention for Transguard Cash’s products and services. The role is accountable for managing a portfolio of clients, including large corporates, SMEs, retailers, and government entities.

Responsibilities:

Financial

• Drive positive financial outcomes by cultivating and fostering strong relationships with new and existing businesses.
• Collaborate with the business development team to generate referrals, enhance sales opportunities, and ensure a seamless experience for new clients transitioning to active relationships.

Customer

• Maintain and nurture relationships with key clients, ensuring to meet business expectations and offering ongoing support for Transguard Cash’s solutions, focusing on customer retention and satisfaction.
• Meet (combination of physical and virtual) minimum of 4 customers daily to discuss their evolving needs, ensure high service standards, and address any issues promptly. Regularly monitor the health of client relationships.
• Oversee and manage an assigned portfolio of clients, ensuring they are consistently receiving value from Transguard Cash products and services.
• Develop an in-depth understanding of Transguard Cash’s solutions and proactively identify opportunities for upselling or cross-selling additional services to clients.
• Build strong rapport with clients to foster long-term relationships and prevent client churn. Identify potential risks and take proactive measures to mitigate them.
• Gather feedback from clients regarding market trends, competitors, and customer needs to assist in shaping future service offerings and solutions.
• Assist in the design and implementation of customer retention initiatives to enhance client engagement.

Process

• Address and or escalate timely and efficient manner to the related department, ensuring high levels of client satisfaction and loyalty.
• Maintain accurate records of client interactions and activities in CRM systems. Provide regular reports on client status, issues, and opportunities to senior management.
• Schedule and conduct customer meetings according to tier levels and maintain a log of all interactions.
• Ensure timely submission of Minutes of Meeting (MOM) following each meeting.

Innovation

• Implement innovative strategies to map out the complete customer journey, identifying pain points and opportunities for improvement, ensuring a seamless experience from start to finish.
• Develop and implement innovative methods for collecting and analyzing client feedback, ensuring that customer insights are used to continually enhance service offerings.
• Utilize data analytics to understand client behaviors, predict needs, and recommend solutions that anticipate future challenges or opportunities, improving the overall customer experience.

Selection Criteria

• Experience: Minimum 5 years of experience in relationship management, account management, or client servicing, with a focus on the UAE market, ideally in the banking, fintech, or retail industry
• Client Focused: Strong client-facing experience, with a proven track record of managing relationships with large corporates, SMEs, retailers, and government entities.
• Customer Engagement: Ability to meet and engage with clients regularly, offering solutions and maintaining strong ongoing relationships. A minimum of 4 client meetings per day is mandatory.
• Communication Skills: Excellent verbal and written communication skills. Ability to present complex information clearly and concisely to a range of stakeholders.
• Problem-Solving: Strong ability to address client concerns quickly and effectively, with a focus on delivering exceptional service.
• Sales Mindset: Ability to recognize opportunities for upselling and cross-selling, contributing to the company’s revenue growth while maintaining client satisfaction.
• UAE Driving License: A valid UAE driving license is required, as the role requires regular travel to client sites for meetings.
• Language Skills: Proficiency in English is essential; proficiency in Arabic is a plus.
• Organizational Skills: Strong time management skills with the ability to prioritize and manage multiple client relationships simultaneously.

Personal Attributes:

• Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Self-driven, highly motivated, and results oriented.
• Ability to work independently and as part of a collaborative team.
• Ability to manage multiple priorities in a fast-paced environment.
• A professional and positive attitude with a customer-first mentality.