Role Purpose:

To build and maintain strong client relationships, which involves proactively addressing client needs, providing tailored solutions, and identifying opportunities in order to ensure high satisfaction, efficient service delivery, long-term business growth and consequently enhance clients’ engagement and revenues growth.

Accountability Area:

1.Client Relationship Support 

Build and maintain strong relationships with clients to ensure their business needs and objectives are consistently addressed with care and responsiveness by proposing relevant solutions that drive value and strengthen long-term partnerships. 

Provide clients with valuable insights into Phoenix’s services, industry best practices, and emerging trends, to empower them with knowledge and tools necessary for leveraging their partnership. 

2.Client Communication & Coordination 

Serve as the primary point of contact for clients handling enquiries, providing updates to maintain all communication is timely and effective. 

Coordinate activities with clients and internal departments to make sure all deliverables are met on time and achieve the highest level of client satisfaction. 

Ensure that all interactions with clients reflect Phoenix's commitment to excellence upholding the highest standards of customer satisfaction and reinforcing our dedication to exceptional service. 

3.Client Engagement & Strategy 

Assist in developing strategies designed to engage and retain key client accounts, with a focus on enhancing both satisfaction while cultivating strong, long-term business relationships built on trust and mutual success. 

Identify strategic opportunities to cross-sell and upsell services, to elevate client engagement and satisfaction while providing tailored solutions that meet their evolving needs. 

Monitor client feedback and satisfaction levels consistently to address any areas of concern and identify opportunities for continuous improvement, while ensuring an elevated client experience. 

4.Issue Resolution 

Identify potential challenges that may impact client relationships and implement solutions to prevent issues from recurring to enhance the overall client experience and reinforce long-term satisfaction. 

Escalate critical issues to the Head of Client Success when needed to ensure a quick and effective resolution, helping to build client trust and maintain a strong, long-term relationship.

5.Client Onboarding & Support 

Assist with the onboarding process for new clients to facilitate a smooth transition and a clear understanding of service expectations by establishing a strong foundation for a successful partnership. 

Provide ongoing support throughout the client lifecycle to foster sustained client satisfaction and engagement. 

6.Reporting & Documentation 

Consistently track, document, and analyze all client interactions and service-related activities in the Phoenix CRM system to ensure accurate, up-to-date records that support informed decision-making and ongoing service improvement. 

Provide regular updates to management on client satisfaction and key account performance while strengthening the overall client relationship. 

Analyze client feedback and emerging trends to develop in-depth, actionable recommendations that drive meaningful improvements in both service delivery and client relationships. 

7.Collaboration & Cross-functional Support 

Work closely with internal teams, including consulting and client services, to make sure the efficient delivery of client services, driving optimal outcomes and satisfaction. 

Coordinate with relevant departments to strategically align efforts in addressing client needs, resolving any service gaps or issues, and ensuring a seamless and high-quality service delivery experience. 

8.Continuous Improvement 

Continuously assess client relationship practices to identify areas for improvement, driving enhanced service delivery and stronger client connections. 

Contribute to the development of strategies that drive client satisfaction and foster long-term business growth, that sustains success. 

Communication Channels:

Internal:

   . Head of Client Success 

   . HR Advisory 

   . Talent Management 

   . Technology Unit 

   . All Employees 

External:

   . Clients 

   . Phoenix Wider Network 

   . Strategic Accounts 

Role Requirements:

Education:

Bachelor’s degree in Business Administration, Marketing, or equivalent from a reputable university.

Experience:

Minimum 3-5 years of experience in Client Relationship, Customer Service or Business Development, etc.

Technical Skills & Generic Competencies:

   . Effective communication, follow-up, and interpersonal skills  

   . Proficiency in English & Arabic 

   . Ability to work under pressure 

   . Initiative / Proactivity 

   . Organizational skills 

   . Team working skills  

   . Effective negotiation skills  

   . Problem-solving and analytical thinking 

   . High computer literacy skills (Expertise in Microsoft Office 365) including proficiency in ERP software 

Disclaimer:

The content of this job description is aimed to illustrate a general description of the respective job and is not to be construed as entirely comprehensive.