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. Sia tra i primi a candidarsi: legga la panoramica completa del ruolo qui sotto, quindi invii la sua candidatura per essere preso/a in considerazione. 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 predictable and consistent service delivery Maintains and safeguards client SLA/KPI documentation; provides inputs for new deals and bespoke service requests Plans, prepares and runs formal Service Reviews, presents service performance insights, incident trends, SLA attainment and progress on root‐cause actions delivered by technical teams Identifies, tracks and manages risks and issues; maintains RAID items linked to service outcomes Detects emerging service risks through trend and behavioral analysis and communicates early‐warning indicators Implements forward‐looking monitoring mechanisms to anticipate service degradation before it impacts SLAs or client satisfaction Client Advocacy & Relationship Management Acts as the operational Single Point of Contact, ensuring a simple and consistent experience for clients Coordinates and communicates escalations, ensuring that accountable technical teams drive timely resolution and that clients
📌 Service Relationship Manager (Italia)
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📍 Italia