Job Description
The Service Relationship Manager (SRM) drives client advocacy and satisfaction for strategic Clients & Partners, acting as the in‑life operational single point of contact and the voice of the client. The role ensures clients experience consistency and simplicity when engaging with Experian, manages client escalations through to resolution, and leads continuous service improvement (CSI) across the end‑to‑end client journey. The SRM is accountable for service performance (SLAs/KPIs), cross‑functional orchestration across Market, Regional and Product teams, and data‑driven improvement using mechanisms such as NPS and formal service reviews.
Key Accountabilities
Service Governance & Compliance
- Adheres to global and regional frameworks governing service performance, reporting, customer engagement, and risk/issue management
- Uses standardized tooling (RAID, dashboards, review packs) to ensure ...
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