Assistant Manager - Customer Experience Retention & Policyholder Services

Role Overview

This role is centered on serving as the primary daily contact for a portfolio of clients, ensuring their needs are understood and addressed promptly. You will coordinate internal teams to deliver on commitments, proactively identify opportunities to strengthen the partnership, and act as the voice of the customer within the organisation. Every day involves listening, problem-solving, and translating feedback into tangible actions that help both the client and the business grow.

Key Responsibilities

• Serve as the main point of contact for assigned accounts, handling inquiries, requests, and escalations with a solution-oriented approach.
• Build and maintain trusted relationships with key stakeholders by consistently demonstrating reliability and understanding of their business goals.
• Collaborate with internal departments (such as product, support, or operations) to ensure client expectations are met or exceeded on every interaction.
• Monitor account health metrics and proactively reach out to address potential issues before they escalate.
• Gather and relay client feedback to relevant teams to inform product or service improvements.
• Prepare and deliver regular status updates or reports that clearly communicate progress, challenges, and next steps to stakeholders.
• Identify opportunities to expand or deepen the relationship by suggesting relevant additional services or solutions.
• Maintain accurate records of all interactions within the CRM system to ensure continuity and transparency.

Requirements & Qualifications

• 2+ years of experience in a client-facing role such as account management, customer success, or client services.
• Demonstrated ability to communicate clearly and persuasively, both verbally and in writing, with diverse audiences.
• Proven track record of building and sustaining long-term professional relationships with internal and external stakeholders.
• Strong organisational skills and comfort managing multiple priorities simultaneously in a fast-paced environment.
• A genuine commitment to understanding customer needs and delivering value that aligns with their objectives.
• Proficiency with common CRM platforms (e.g., Salesforce, HubSpot) and collaboration tools (e.g., Slack, Teams).
• Bachelor’s degree or equivalent professional experience in a related field.

What We Offer / Why Join

You will join a collaborative team where your ability to connect with people is genuinely valued. The role offers the chance to work closely with a variety of clients, giving you broad exposure to different industries and challenges. Ongoing training and support are provided to help you grow your expertise in stakeholder management and strategic account planning.