Overview
Client Relations Lead Jobs in Cairo, Egypt at Confidential
Title: Client Relations Lead
Company: Confidential
Location: Cairo, Egypt
Job Purpose:
The Client Relations Lead is responsible for Leading the post-sales client relationship management function by ensuring seamless account onboarding, exceptional client experience, and successful delivery of commercial commitments. Building long-term strategic partnerships, maximizing client retention, identifying account growth opportunities, and collaborating with cross-functional teams to ensure operational excellence while utilizing CRM systems and data-driven insights to support sustainable business growth and customer satisfaction.
Duties & Responsibilities:
• Developing account growth plans for strategic clients to increase revenue opportunities and strengthen long-term partnerships.
• Identifying cross-selling and upselling opportunities across Events, Digital, Print, Multimedia & Production and Social Media to maximize account revenue and communicate those opportunities to Business development team.
• Building and maintaining long-term relationships with assigned clients to strengthen strategic partnerships, increase customer loyalty, and maximize client lifetime value.
• Serving as the primary point of contact for key accounts to ensure timely communication, proactive support, and exceptional client experience throughout the engagement lifecycle.
• Collaborating with the Business Development team to support account expansion strategies and contribute to overall commercial growth objectives.
• Managing the complete client onboarding process after commercial agreement closure to ensure a smooth transition from Business development to Operations while maintaining service continuity.
• Resolving client concerns, escalations, and service issues promptly to protect client satisfaction, strengthen trust, and minimize business risks.
• Managing assigned client portfolios to ensure contractual obligations, campaign deliverables, and project milestones are achieved successfully.
• Maintaining accurate client records within Microsoft Dynamics 365 CRM (or equivalent CRM platforms) to ensure reliable business data and effective customer lifecycle management.
• Managing CRM data quality from admin perspective, governance, validation, and documentation to improve reporting accuracy and operational efficiency.
• Monitoring customer activities, engagement history, opportunities, and communications to support informed business decisions.
• Developing CRM dashboards, KPI reports, and business insights to support commercial planning and performance monitoring.
• Utilizing CRM workflows, launching any new CRM systems and automation features to improve productivity and streamline client management processes.
• Supporting CRM enhancements, integrations, user adoption initiatives, and continuous improvement projects in collaboration with IT and business stakeholders.
• Coordinating with Editorial, Events, Production, Marketing, Finance, Operations, Creative, and other internal stakeholders to ensure successful execution of client commitments.
• Tracking contract renewals and commercial opportunities to improve retention rates and secure recurring business.
• Maintaining documentation of client interactions, commercial activities, and account history to support operational transparency and business continuity.
• Following up on project progress, deliverables, timelines, and dependencies to ensure quality execution and timely delivery.
• Facilitating internal communication between departments to resolve operational challenges and improve service efficiency.
• Monitoring project performance and client deliverables to ensure alignment with agreed service standards and contractual expectations.
• Monitoring client health, engagement, and satisfaction levels to proactively identify improvement opportunities and reduce client attrition.
• Preparing regular account performance reports to provide management with visibility into client health, commercial performance, and growth opportunities.
• Analyzing customer trends, retention metrics, and account performance to support strategic decision-making.
• Ensuring compliance with company policies, contractual obligations, CRM governance standards, and data privacy requirements to protect organizational interests.
Job Specifications:
• Bachelor’s degree in business administration, Marketing, Communications, or a related field. • Professional Certification in BD or client relations are an advantage.
• 5–7 years of relevant experience in Client Relations, Account Management, Business Development, or Partnerships, preferably within the media, events, publishing, or advertising industry.
• Experience for 3 years at least in CRM administration, including data governance, data quality, validation, and reporting.
• Experience working with media, events, or marketing agencies is highly preferred. Knowledge & Skills:
• Ability to manage multiple projects simultaneously and work effectively in a fast-paced environment.
• Excellent verbal and written communication in English and Arabic languages, with the ability to coordinate effectively across teams and with external partners.
• Proven track record managing multiple stakeholders and deliverables under tight deadlines.
• Excellent communication, negotiation, presentation, and stakeholder management skills.
• Ability to build and maintain high-value relationships with senior clients, agencies, and stakeholders.
• Super admin experience with enterprise CRM platforms, preferably Microsoft Dynamics 365 (Salesforce, HubSpot, or Zoho CRM experience is also acceptable.
• Ability to develop dashboards, KPI reports, and business insights (Power BI is an advantage).
• Knowledge of workflow automation, CRM integrations, and Microsoft 365 applications.
• Understanding of data privacy, access control, compliance, and CRM governance best practices.
• Strong analytical, problem-solving, and documentation skills.