Director, Client Experience & Relationship Management

About the role

We are seeking an experienced, customer‑centric leader to drive excellence across client experience, relationship management, after‑care services and customer retention initiatives. The role leads a high‑performing team focused on enhancing client satisfaction, managing strategic accounts and delivering a seamless customer journey.

Key responsibilities

• Lead and develop a team dedicated to client satisfaction and service excellence.
• Manage strategic client portfolios, high‑value accounts and key relationships.
• Oversee after‑care services, retention programs and loyalty initiatives.
• Handle complex client escalations and resolve high‑impact issues.
• Collaborate with stakeholders to continuously improve the customer journey.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Customer Experience, Hospitality Management, Finance or related field (Master’s preferred).
• Minimum 15 years of experience in Customer Experience, Client Services, Relationship Management, Private Banking, Wealth Management or B2B customer management.
• Proven leadership experience managing customer‑facing teams.
• Strong track record of managing strategic client portfolios and high‑value accounts.
• Demonstrated ability to drive customer satisfaction, loyalty and retention.

Required skills

• Excellent communication and stakeholder management.
• Leadership and team development.
• Complex escalation handling.
• Strategic account management.