Manager, Client Care

7 days ago


Singapore KPMG - Singapore Full time

Joining the Clients and Markets department and reporting to the director of Client Care, you will play a key role in helping to plan, structure and execute Client Care initiatives for the firm.

You are generally responsible for helping to ensure exceptional client service and satisfaction. You will work closely with the Director of Client Care and other team members to develop and implement strategies and programmes for improving client engagement and retention. You will be responsible for managing key client relationships, addressing client needs and concerns, and monitoring client feedback to improve the overall client experience. You will also pro-actively engage clients to identify opportunities for leads generation.

**Key Responsibilities**:
**Client Care Programme**
- Develop and implement strategies for improving client engagement and retention
- Identify client needs that is underserved from the feedback obtained, and address client concerns
- Monitor client feedback and use it to improve the overall client experience
- Collaborate with other team members to ensure clients' needs are addressed
- Engage key clients to identify opportunities for leads generation
- Provide regular reports on client satisfaction and engagement
- Develop and maintains key client information and records
- Plan and coordinate key client meetings and events

**Client Interviews**
- Manage end to end client interview process for key accounts
- Identify clients for interviews and assign appropriate in-house interviewers
- Manage and follow through the interview process
- Consolidate and share interview findings with stakeholders for actionable insights on service improvement, and for leads generation
- Stakeholder management and communication

**Key Requirements**:

- **Bachelor's degree in business or related field**:

- **More than 5 years of experience in client service or related role**:

- **Experiences and exposure to b2b environment**:

- **Proven track record of managing and improving client relationships**:

- **Strong communication and interpersonal skills**:

- **Excellent problem-solving and conflict resolution abilities**:

- **Ability to work independently and in a team environment**:

- **Strong organizational and time management skills**:

- **Knowledge of customer service software and tools



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