Client Experience Manager

Job Purpose:To design, implement, and lead a unified Client Experience (CX) framework across all subsidiaries, ensuring consistent, high-quality client engagement that drives satisfaction, loyalty, and long-term commercial value.Key Responsibilities:CX Strategy & Framework Design and implement a unified Client Experience (CX) framework across all subsidiaries.Establish structured client feedback loops, satisfaction measurement tools, and service recovery mechanisms.Drive measurable improvements in client loyalty, retention, and overall experience.Systems & IntegrationLead CX system implementation in collaboration with ICT and ERP teams.Ensure seamless integration between CX platforms and CRM systems.Enable real-time analytics, reporting, and performance tracking.Client Journey & Experience DesignMap and optimize the full client journey across all touchpoints (pre-award, delivery, and post-delivery).Ensure consistency in service delivery and proactive client engagement across subsidiaries.Cross-Functional AlignmentCollaborate with Operations, Business Development (BD), Registration, and Bidding teams.Embed CX metrics and client insights into commercial and operational processes.Reporting & Performance ManagementDevelop and present quarterly CX performance reports and dashboards.Present insights to senior leadership (CCO / CEOs / GMs).Link client satisfaction metrics to commercial outcomes such as renewals and revenue growth.Voice of Client (VoC) ProgramLead the Voice of Client (VoC) program.Collect, analyze, and translate client feedback into actionable improvement initiatives.Ensure initiatives have clear ownership, timelines, and measurable outcomes.Qualifications & Experience:Bachelor’s degree in Business Administration, Marketing, or related field (Master’s preferred).8–12+ years of experience in Client Experience, Customer Experience (CX), or related roles.Experience in multi-entity or group-level environments (preferred).Strong background in CX systems, CRM integration, and analytics tools.