Client Relationship Manager Jarat Tours Cape Town

The Client Relationship Manager will own retention and growth across Jarat Tours’ existing client portfolio, including DMCs, hotels and other booking channels. Build strong relationships, understand future demand and identify risks before they lead to lost business. Coordinate client feedback and service recovery with the responsible managers while developing tours and disposals opportunities. Report to the General Manager and work alongside the Head of Sales, who owns new-business acquisition.

• Manage a segmented portfolio of all existing clients, with account plans, named contacts, relationship maps and agreed growth priorities.

• Prioritise in-person engagement. Maintain monthly Tier 1 contact and quarterly business reviews, Tier 2 contact every two months and six-monthly reviews, and quarterly Tier 3 nurture.

• Review satisfaction with bookings, invoicing, collaboration, product knowledge, guest experience, service delivery and product standards.

• Protect retained revenue and grow share of wallet, tours and disposals within existing accounts using approved targets and pricing.

• Monitor account health and booking trends. Investigate declining frequency within five working days and escalate service complaints on the same day.

• Record meetings, follow-ups and agreed actions within two working days. Obtain action owners through the GM or relevant manager and track resolution.

• Maintain relationships with decision-makers, bookers and influencers. Arrange introductions promptly when client contacts change.

• Coordinate product training, educationals and marketing material with the Product Manager and relevant teams. Arrange leadership meetings and purposeful hospitality within approved budgets.

• Provide weekly risk updates, monthly portfolio reporting and quarterly account reviews. Identify future client needs and joint opportunities.

• Coordinate new-account handover with Head of Sales. Work with Reservations through the agreed dotted-line relationship, with Reservations remaining under the GM and MD.

• Client entertainment and relationship building activities and budget management

KEY PERFORMANCE AREAS

Revenue retention and account growth: Protect the opening client base. Deliver account growth plans and improve tours/disposals penetration.

Monthly: gross and net revenue retention against approved targets, with tours/disposals mix tracked against the account plan. Evidence: Finance and booking reports.

Client engagement and relationship depth: Execute tier contact plans, maintain stakeholder maps and manage changes in client contacts.

Monthly: at least 90% of due Tier 1 contacts completed. Tier 2/3 activity and current account plans reviewed against the agreed schedule. Evidence: CRM.

Client experience and recovery: Review satisfaction, identify risk and coordinate corrective actions with accountable managers.

Monthly: satisfaction/health trend and percentage of actions closed by agreed dates. All complaints escalated same day and overdue actions escalated. Evidence: feedback and action register.

Product education and partnership growth: Coordinate training, educationals, leadership meetings and approved relationship initiatives with the Product Manager. Ensure that entertained budget parameters are adhered to.

Quarterly: agreed education plan delivered and resulting account opportunities progressed. Record attendance, feedback and outcomes. Evidence: training and opportunity records.

Account records and reporting: Maintain account plans, risk ratings and next actions. Submit portfolio reports and record meetings promptly.

Monthly: at least 90% completeness of required CRM fields, meeting records within two working days, and all scheduled reports on time. Evidence: CRM audit and report log.

Contract renewal: Tracking renewal dates and key commercial milestones, engaging clients before renewals, and knowing what competitors are doing in each account

Monthly: renewal dates, milestones and competitor notes are current for 100% of Tier 1 and Tier 2 accounts, and renewal engagement starts at least 90 days before each client's contracting deadline. Evidence: CRM audit and renewal calendar.

Education: Relevant business, tourism or hospitality qualification preferred, or equivalent practical experience.

Experience: Proven B2B client relationship or account-management experience, including retention and account growth. Luxury travel, hospitality or premium transport experience preferred.

Licences / Certificates: Valid driving licence for client visits.

Systems / Technical Skills: Competent in CRM/account records, Excel, presentation tools and booking/revenue analysis.

Other Requirements: Professional client communication, discretion, national travel and confident in-person engagement.

Required competencies

Relationship building: Build trust across the client organisation. Maintains several relevant contacts and follows through.

Client judgement: Understand needs and identify risk early. Raises declining activity and service concerns promptly.

Commercial awareness: Balance retention, growth and margin. Uses evidence and approved terms in account plans.

Coordination: Secure action through responsible managers. Tracks owners and deadlines without bypassing authority.

Communication: Explain products and handle difficult feedback. Provides clear updates and accurate meeting records.

Organisation: Manage a portfolio and consistent follow-up. Meets contact schedules and reporting deadlines.

Working Hours / Shifts: Full-time business hours, with client meetings and events outside normal hours as agreed.

Travel / Mobility: Cape Town base with national travel and regular client/site visits.

Physical / Environmental Requirements: Office and client-facing work.

Systems / Equipment Used: Company-approved CRM or account database, booking/revenue reports, laptop and mobile communication.

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