Role details

Head of Client Experience

Johannesburg   •  Permanent

Bullet points

  • Head of Client Experience (Marketing) role with leading financial institution
  • Role will be responsible for below the line Insurance Marketing

About Our Client

Our Client is Multinational Bank with over 30 000 employees world-wide and operates within 39 countries in Africa. The group is diversified within the rest of Africa and has been rated as one of the four largest banks in South Africa with an annual turnover exceeding ZAR 35 million. Our client boasts over 100 years' experience within the Banking sector.

Our client has partnered with various global and local partners with the primary focus of expansion being within the African region, with exciting developments forecasted. As a leader in their industry, they focus on attaining and maintaining the best marketing platforms, highest customer satisfaction and effective client relationships.

Job Description

The Head of Client Experience will be responsible for the following:

Marketing, Communication and Events Strategy:

  • Develop the overarching Nedbank Insurance Marketing and Communications strategy.
  • Ensure successful brand positioning, product positioning, events management and activations, PR, digital marketing, sponsorships and Green Strategies are designed and implemented.
  • Produce a monthly marketing and communication calendar outlining all activities planned for the year.
  • Provide strategic input and innovative ideas on specific activities, projects, product activation, etc.
  • Implement Marketing and Communication strategy.
  • Monitor, track and benchmark products and client value proposition against competitors.

Group-wide and Cluster Marketing Alignment:

  • Attend Group and Cluster Marketing forums/committees and status meetings.
  • Leverage marketing and brand collaboration opportunities across Group.
  • External perceptions of client service:
  • Review media statements and liaise on client service issues.
  • Develop and maintain a new service value proposition.
  • Identify, report and manage reputational and brand risks and develop appropriate mitigating strategies.
  • Client Experience Management Strategy:
  • Develop and implement a Client Experience Management Strategy.
  • Build relationships across client solutions, distribution and client support to facilitate service delivery and service excellence.
  • Eliminate client unfriendly practices and processes.
  • Manage and understand root cause client complaints and develop and implement appropriate and sustainable solutions.
  • Manage and co-ordinate the client service survey measurement functions.
  • Manage and understand consistency and relevance of all client communication and policy wording.
  • Budget Management and Expenditure Tracking:
  • Ensure effective setting of the annual marketing budget.
  • Ensure expenses are accurately tracked and provided for in alignment with Finance deadlines.
  • Monitor staff and procurement costs, negotiate with suppliers where necessary.
  • Ensure suppliers are BEE compliant where relevant.
  • Strategy Formulation:
  • Participate in the formulation of divisional strategy and identify strategic issues.
  • Strategy Implementation:
  • Drive development and implementation of a client focused strategy
  • Team Management:
  • Effective team management.
  • Performance Management.
  • Deliver on transformation.
  • Deliver on succession planning and talent management.
  • Build effective organizational culture and manage organizational climate.
  • Personal Development
  • Self-development in terms of attending training.
  • Up skilling in terms of financial industry products and services.
  • Keep up to date with industry developments, legislation and compliance issues.
  • Discuss progress with manager

The Successful Applicant

Candidates with the following qualifications, skills and experience are encouraged to apply for The Head of Client Experience role.

  • Appropriate degree or diploma (Finance or Business related)
  • A minimum of 10 years work experience within Marketing in a similar environment eg FS
  • A minimum of 3 years management experience
  • Experience working in a corporate environment
  • The ability to work in a fast paced environment

Behavioural competencies:


Customer focus

Ensuring that the customer perspective is a driving force behind business decisions and activities. Crafting and implementing service practices that meet customers and the organization's needs.



The ability to listen to and to verbally express ideas or facts in a manner which is transparent, consistent, fluent, with conviction and holds the attention of the audience both in a group and individually. Adjust language and terminology to the profile and the needs of the listener(s). The ability to express ideas or facts clearly in written documentation in order that the content is understood by the recipient


Building Relationships

Developing and using collaborative relationships to facilitate the accomplishment of work goals



The ability to be proactive, seize opportunities and thereby influence, taking prompt action to accomplish objectives and achieve goals beyond what is required.


Team and Performance Management

Focusing and guiding others in accomplishing work objectives


Implementing Strategy

Breathes life into agreed concepts and ideas. Actively and visibly drives the implementation of strategic goals through tangible and bold decisions, behaviours and actions in an effort to steer the organisation in the envisaged strategic direction. Is committed to the achievement and maintenance of quality. Results driven. Sets high standards of performance excellence



The ability to use appropriate interpersonal styles and communication strategies in order to inspire and guide individuals, and to gain acceptance of ideas and plans.


Attention to detail

The ability to perceive correctly and in visual detail to notice and remember visual details.

Technical Competencies:

Product Knowledge

Business Acumen

Industry Knowledge

Competitor Knowledge

Team Management Knowledge

What's on Offer

Competitive package commensurate with skills and experience

Apply for this job

Click the Apply or LinkedIn button below or contact Waldo Bakkes on +27 11 303 8315 quoting job reference 14621
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