Senior Relationship Consultant

Details

Location: Cape Town, ZA. When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2026.

Role Purpose/Business Unit:

To deliver exceptional, end-to-end experiences for Ultra High Value customers with complex relationships, driving continuity, loyalty, and lifetime value through proactive relationship management, strategic engagement, and tailored service retention. As a single point of contact, the UHV Consultant owns the customer journey, leveraging cross-functional support to provide seamless, timely care and translating customer needs into actionable solutions that reflect the company's premium service commitment.

Your responsibilities will include:

Expert Resolution

End-to-End Customer Ownership: Manage the UHV/Premium Service Desk & Internal Staff/customer journey with minimal handovers and seamless engagement across all service needs.

Concierge-Level Support: Deliver tailored, high-touch service through personalized interactions and white-glove treatment.

Priority and Escalation Handling: Ensure UHV/Premium Service Desk & Internal Staff/clients receive prioritized support through fast routing, SLA monitoring, and direct access to escalation channels.

Compliance & Process Adherence: Ensure all customer engagements align with regulatory, procedural, and data governance standards.

Case Management

Service Request (SR) Management: Stay engaged to ensure complete follow-through on second-line support requests.

Cross-Functional Collaboration: Liaise with technical, billing, sales, and back-office teams to resolve complex issues while maintaining end-to-end customer visibility and accountability.

Proactive Base Care

Proactive Portfolio Management: Monitor customer behaviours, usage trends, and potential risks to proactively address concerns and identify upsell opportunities.

Experience Monitoring & Feedback Loop: Track customer satisfaction, sentiment, and NPS performance, closing feedback loops and escalating root causes where applicable.

Continuous Improvement: Contribute to service evolution by identifying process gaps, customer pain points, and opportunities to elevate the UHV/Premium Service Desk & Internal Staff experience.

Revenue Growth and Customer Value

Personalized Retention & Value Growth: Leverage deep customer knowledge to identify personalized selling opportunities and implement save tactics to reduce churn and drive customer lifetime value.

Cross-Sell and Upsell: Identify customer needs and usage gaps to promote relevant product enhancements, service upgrades, and bundled solutions.

Insight-Driven Campaigns: Leverage campaign data and customer insights to engage targeted clients and drive measurable outcomes.

Value-Added Services (VAS) and Retention

VAS Adoption: Educate clients on high-impact VAS offerings and ensure adoption through tailored recommendations.

Churn Management and Save Strategies: Monitor early warning signals, engage at-risk customers, and implement retention offers to preserve revenue and protect long-term customer relationships.

Contract Renewals and Upgrades: Ensure timely engagement on contract end dates, guiding clients through upgrade options that deliver greater value while securing revenue continuity.

Converged and Fixed Product Penetration: Position and sell integrated mobile, fibre, IoT, and fixed-line solutions to maximize customer value and increase product penetration.

The ideal candidate for th