Manager, Client Experience

Boldr

Client Experience Manager nurturing client relationships and leading BPO operations for Boldr, a global B-Corp delivering client experience services and dignified work. Managing Team Captains, KPIs, SLAs, training, and client success improvements.

Posted 8/12/2026full-timeCape Town • 🇿🇦 South AfricaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in client relationship management, operational performance oversight, and team leadership. Proficient in data analysis and reporting, with a focus on achieving client KPIs and driving process improvements.

Highest-signal resume keywords

Client Relationship ManagementPeople ManagementOperational Performance ReviewRoot Cause AnalysisLean Six Sigma Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ExcelGoogle SheetsDashboard CreationKPI MonitoringClient Documentation ManagementPerformance ReportingProcess ImprovementPublic SpeakingAnalytical ThinkingConflict Management

Soft Skills

Proactive ApproachAttention to DetailEffective CommunicationCoaching and DevelopmentProblem Solving

Tools & Technologies

HubSpotGoogle Suite

Certifications & Qualifications

Lean Six Sigma Certification

Industry Keywords

BPOStaffingTechnologyBusiness ServicesClient Solutions

About the role

Key responsibilities & impact

Maintain and nurture Boldr’s client relationships
Develop and empower Team Captains
Take accountability for client and team success, quality, and operational performance
Manage daily client communication, performance reporting, training, and escalations
Execute operational performance reviews with client stakeholders and Boldr leadership
Collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations
Resolve basic to complex client inquiries and concerns
Create and manage MSAs and SLAs
Manage Team Captains and monitor SLA compliance and client KPI achievement
Perform root cause analysis and execute plans to meet KPIs
Maintain client documentation and identify process improvements
Facilitate Client Business Reviews and organize review materials
Develop client relationships to identify business growth opportunities
Update HubSpot deal cards and follow up on invoicing and billing issues
Supervise, coach, and develop Team Captains
Act as an escalation point for Team Captains and Senior Team Captains
Monitor internal and external KPIs and ensure operational excellence
Maintain client schedules and drive actions to completion
Coordinate training and onboard new hires
Gather feedback and drive enterprise-wide client success improvements

Requirements

What you’ll need

3+ years in a client-facing role, such as Operations Manager
3+ years of knowledge of BPO, staffing, technology, or other business service industries
3+ years of people management experience
Ability to manipulate Excel or Google Sheets for reporting
Ability to create dashboards and provide stakeholder visibility
Ability to identify root causes and design and execute action plans
Ability to listen, understand, and ask appropriate questions
Ability to maintain open dialogue with external and internal client partners
Ability to read, research, and draft letters, emails, and documents
Ability to identify complex problems, evaluate options, and implement solutions
Ability to speak in public settings and deliver presentations
Familiarity with Google Suite of Services, including Gmail, Drive, Sheets, Slides, and Docs
Experience with HubSpot is a plus
Lean Six Sigma knowledge and/or certification is a plus
Analytical and critical thinking with strong attention to detail
Client satisfaction focus
Proactive and self-motivated approach
Ability to manage conflict and redirect differences toward a common goal

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Boldr Website LinkedIn All Job Openings 501 - 1000 employees 💼 Consulting 📦 Logistics 📣 Marketing Consulting
Logistics
Marketing Boldr is a global company that specializes in managed outsourcing and global employment services. The company prides itself on being a certified B Corporation, focusing on ethical outsourcing by building teams that are an extension of the client's brand. Boldr provides a wide array of services including customer experience support, engineering, data, and technical services, primarily targeting industries such as eCommerce and SaaS. It is committed to creating circular value for its clients, careers of its team members, and the communities it operates in, aligning with principles of social sustainability and impact. With a strong emphasis on creating a sense of purpose and belonging, Boldr offers expertise in global recruiting, onboarding, and performance management, supporting over 100 client partners globally. Manager, Client Experience 🔥 2 minutes ago 🏢🏡 Cape Town – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
Maintain and nurture Boldr’s client relationships
Develop and empower Team Captains
Take accountability for client and team success, quality, and operational performance
Manage daily client communication, performance reporting, training, and escalations
Execute operational performance reviews with client stakeholders and Boldr leadership
Collaborate with Implementation, Client Solutions, Finance, IT, People Experience, and Office Operations
Resolve basic to complex client inquiries and concerns
Create and manage MSAs and SLAs
Manage Team Captains and monitor SLA compliance and client KPI achievement
Perform root cause analysis and execute plans to meet KPIs
Maintain client documentation and identify process improvements
Facilitate Client Business Reviews and organize review materials
Develop client relationships to identify business growth opportunities
Update HubSpot deal cards and follow up on invoicing and billing issues
Supervise, coach, and develop Team Captains
Act as an escalation point for Team Captains and Senior Team Captains
Monitor internal and external KPIs and ensure operational excellence
Maintain client schedules and drive actions to completion
Coordinate training and onboard new hires
Gather feedback and drive enterprise-wide client success improvements 🎯 Requirements
3+ years in a client-facing role, such as Operations Manager
3+ years of knowledge of BPO, staffing, technology, or other business service industries
3+ years of people management experience
Ability to manipulate Excel or Google Sheets for reporting
Ability to create dashboards and provide stakeholder visibility
Ability to identify root causes and design and execute action plans
Ability to listen, understand, and ask appropriate questions
Ability to maintain open dialogue with external and internal client partners
Ability to read, research, and draft letters, emails, and documents
Ability to identify complex problems, evaluate options, and implement solutions
Ability to speak in public settings and deliver presentations
Familiarity with Google Suite of Services, including Gmail, Drive, Sheets, Slides, and Docs
Experience with HubSpot is a plus
Lean Six Sigma knowledge and/or certification is a plus
Analytical and critical thinking with strong attention to detail
Client satisfaction focus
Proactive and self-motivated approach
Ability to manage conflict and redirect differences toward a common goal Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Associate Customer Success Manager 🕒 2 days ago LSEG (London Stock Exchange Group) 10,000+ employees 💸 Finance 💳 Fintech 🤝 B2B Website LinkedIn All Job Openings Associate Customer Success Manager helping LSEG customers maximize financial risk solutions. Driving adoption, retention and growth through tailored customer success plans and stakeholder collaboration. 🏢🏡 Cape Town – Hybrid ⏰ Full Time 🟢 Junior 🟡 Mid-level 🏆 Customer Success CRM Specialist 🕒 5 days ago KingMakers 201 - 500 🏨 Hospitality 📣 Marketing 🎮 Gaming Website LinkedIn All Job Openings CRM Specialist optimizing personalized, cross-channel campaigns for KingMakers’ BetKing and SuperSportBet sports and iGaming platforms. Driving retention, reactivation, segmentation, and customer engagement through data analysis. 🏢🏡 Cape Town – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 🏆 Customer Success Customer Success Associate 🕒 August 4 South Pole 1001 - 5000 💼 Consulting Website LinkedIn All Job Openings Customer Success Associate supporting clients using South Pole’s Luumo climate software. Managing onboarding, troubleshooting, data integrity, and platform adoption across global accounts. 🏢🏡 Cape Town – Hybrid 💰 Venture Round on 2022-02 ⏰ Full Time 🟢 Junior 🟡 Mid-level 🏆 Customer Success 🚫👨‍🎓 No degree required CRM Platform Lead – Zoho 🕒 July 10 ooba Home Loans 201 - 500 🏠 Real Estate 🛡️ Insurance 💸 Finance Website LinkedIn All Job Openings CRM Platform Lead managing Zoho CRM platform for ooba. Overseeing customer engagement, sales execution, and operational efficiency across multiple business units. 🏢🏡 Cape Town – Hybrid ⏰ Full Time 🟠 Senior 🏆 Customer Success Senior CRM Specialist 🕒 July 3 Ten Lifestyle Group 1001 - 5000 🏨 Hospitality 📣 Marketing ✈️ Travel Website LinkedIn All Job Openings Senior CRM Specialist driving engagement and retention strategies at Ten Group. Overseeing planning and execution of CRM campaigns and ensuring alignment with business objectives. 🏢🏡 Cape Town – Hybrid ⏰ Full Time 🟠 Senior 🏆 Customer Success View More Customer Success Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates About us Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs