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 environ

📌 Senior Service Relationship Manager (Roma)
🏢 Experian
📍 Roma