Role Purpose

The Client Experience Manager will be responsible for managing and enhancing the overall client journey, ensuring high levels of satisfaction, service quality, responsiveness, and retention. The role will act as the key relationship point between clients and internal HR consulting, payroll, recruitment, compliance, and operations teams.

Key Responsibilities

Client Relationship Management

- Serve as the primary point of contact for assigned clients and develop strong, long-term professional relationships.
- Understand each client's business, HR requirements, service expectations, and priorities.
- Conduct periodic client reviews and proactively identify opportunities to improve the client experience.
- Build relationships with HR, Finance, Procurement, and business stakeholders within client organisations.

Service Delivery & Client Experience

- Ensure HR consulting, payroll, recruitment, compliance, or other agreed services are delivered in line with client expectations and contractual commitments.
- Coordinate internally to ensure client queries and service requests are resolved accurately and promptly.
- Monitor service quality, agreed SLAs, turnaround times, escalations, and outstanding client requirements.
- Manage client escalations professionally and drive issues through to closure.
- Establish feedback mechanisms and use client feedback to improve processes and service standards.

Client Onboarding

- Coordinate the onboarding of new clients from contract handover through service implementation.
- Ensure client requirements, scope of services, timelines,



responsibilities, data requirements, and communication protocols are clearly understood by internal teams.
- Facilitate kick-off meetings and periodic governance/review meetings.

Retention & Business Growth

- Maintain strong engagement with existing clients to support contract renewals and long-term retention.
- Identify opportunities for additional services based on client needs, such as payroll outsourcing, recruitment, HR compliance, HR advisory, employee documentation, or other HR solutions.
- Collaborate with the Business Development team on renewal and expansion opportunities.

Reporting & Governance

- Maintain accurate records of client interactions, concerns, commitments, escalations, and follow-up actions.
- Prepare periodic client service reports and management dashboards.
- Track indicators such as client satisfaction, SLA adherence, complaint resolution, renewals, and client retention.
- Provide management with insights on recurring client concerns and opportunities for service improvement.

Qualifications & Experience

- Bachelor's or Master's degree in Human Resources, Business Administration, Management, or a related discipline.




- Approximately 5–8 years of experience in client servicing, customer success, account management, HR operations, payroll services, recruitment, or HR consulting.
- Experience in an HR consulting, staffing, payroll outsourcing, professional services, or B2B services organisation would be advantageous.
- Working knowledge of HR processes such as payroll, recruitment, statutory compliance, HR operations, and employee lifecycle management is preferred.

Key Competencies

- Excellent client relationship and stakeholder management skills.
- Strong verbal and written communication.
- Client-first and solution-oriented mindset.
- Ability to manage multiple client accounts simultaneously.
- Strong problem-solving and escalation-management capabilities.
- Good commercial awareness and understanding of client retention.
- Strong coordination and follow-up skills.
- Attention to detail and commitment to service quality.
- Proficiency in Microsoft Excel, PowerPoint, Teams and CRM/client management systems.

Key Performance Indicators

Success in this role may be measured through:

- Client satisfaction and feedback
- Client retention and renewal rate
- SLA/service delivery adherence
- Timely resolution of client escalations
- Successful onboarding of recent clients
- Growth of existing client accounts
- Quality and timeliness of client communication and reviews

Pay: ₹30,000.00 - ₹40,000.00 per month

Benefits:

- Cell phone reimbursement
- Paid sick time
- Paid time off
- Provident Fund

Work Location: In person

📌 Client Experience Manager (Chennai)
🏢 Client of Bethel Management Consultants
📍 Chennai