Senior Service Relationship Manager

19 ore fa

Roma, Provincia di Roma; Lazio, Italia Experian Tempo pieno

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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 / Benefits Personal development opportunities Flexible

working hours
and home office Food vouchers Internet coverage Drive 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 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 Proven 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 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 CRM platforms Service management platforms

Senior Service Relationship Manager

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