14 set - Latina
Experian
OverviewIn 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 / BenefitsPersonal development opportunities
Flexible working hours and home office
Health insurance
Sharesave plan
Food vouchers
Internet coverage
ResponsabilitàDrive 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 fondamentaliProven 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
16 set - Lissone
Adecco Italia
16 set - Somma Lombardo
SAMARCANDA
16 set - Catanzaro
Gierre Contact Call Center
16 set - Avigliana
Gelati PEPINO 1884