Overview
In this role, you will be the in-life operational single point of contact for strategic clients, driving advocacy and satisfaction. You’ll ensure a simple, consistent client experience and lead continuous service improvement across the end-to-end journey. You will manage service performance, coordinate cross-functional teams, and base improvements on data such as NPS and service reviews. This position offers influence across markets and products, with a focus on loyalty, value delivery, and risk mitigation.
Retribuzione / Benefits
- Personal development opportunities
- Flexible working hours and home office
- Health insurance
- Sharesave plan
- Food vouchers
- Internet coverage
Responsabilità
- Drive service governance and compliance across frameworks, tooling, and risk/issue management
- Maintain and communicate SLA/KPI documentation; prepare inputs for new deals
- Plan and run formal service reviews with performance insights and root-cause actions
- Identify, track and manage risks and RAID items linked to service outcomes
- Detect emerging service risks and communicate early indicators
- Implement forward-looking monitoring to prevent degradation before SLAs are impacted
- Act as operational single point of contact ensuring simple, consistent client experience
- Coordinate escalations and ensure timely resolution with accountable technical teams
- Develop understanding of client objectives and align internal priorities to drive loyalty
- Lead cross-functional service meetings to assess progress and strengthen trust
- Oversee client journey from onboarding to renewal and offboarding where relevant
- Partner with Account Directors and Delivery teams to ensure predictable, value-focused client experience
- Own governance of Client Improvement Plans and actions with measurable impact
- Own the NPS cycle for nominated clients and embed actions into CSI plans
- Publish accurate service performance reporting packs for clients and stakeholders
- Contribute to best practice development and tooling; maintain personal development plans
- Provide health insights for renewals, QBRs and commercial discussions
- Flag service risks impacting retention or commercial outcomes with data-driven narratives
Requisiti fondamentali
- Proven experience managing complex client relationships in a multinational matrix environment
- Strong negotiation, influencing and stakeholder management skills
- Expertise in service management disciplines (incident, problem, change) and SLA/KPI design
- Demonstrated success delivering measurable service improvements and business benefits
- Excellent analytical skills with ability to identify trends and recommend actions
- Proficiency in service reporting, SLA analytics and dashboard-based insights
- Strong working knowledge of CRM and service management platforms used to track performance and client interactions
- Outstanding written and verbal communication skills across all levels
- High emotional intelligence; collaborative, proactive, accountable and results-oriented
- High emotional intelligence
- Collaborative and proactive
- Accountable and results-oriented
- CRM platforms
- Service management platforms
- Dashboard-based insights
Service Relationship Manager datore di lavoro: Experian
Experian è un datore di lavoro eccezionale, offrendo un ambiente di lavoro stimolante e collaborativo per il ruolo di Product & Proposition Manager - Digital Onboarding. Con programmi di sviluppo personale, orari flessibili e un'attenzione particolare al benessere dei dipendenti, i membri del team possono crescere professionalmente mentre affrontano sfide di onboarding digitale in mercati diversificati come Italia, Balcani e Francia. Inoltre, la possibilità di lavorare con team multifunzionali e di partecipare a forum di settore rende questa posizione unica e gratificante.
