FULL TIME
IL-MOSTA, MALTA
FULL DAY
04 September 2026
Ref: 452147

Own the end-to-end experience for the Key Account customer segment, ensuring personalised, premium service across all touchpoints.

Develop strategies to increase loyalty, engagement, and lifetime value, building strong relationships through proactive communication. ○ Act as the escalation point for complex Key Account customer issues.

Key Account Customer Journey ○ Design and continuously optimise the customer journey from onboarding through long-term retention, identifying and resolving friction points. ○ Ensure seamless experiences across payments, withdrawals, offers, and account management, creating moments that exceed expectations.
Retention & Engagement ○ Develop initiatives to improve retention and reduce churn, working closely with CRM teams on personalised campaigns and offers. ○ Analyse customer behaviour to identify retention opportunities, and introduce exclusive experiences, rewards, and recognition programmes. ○ Monitor engagement metrics and recommend improvements.

Profiles

If multiple Education and Language Profiles are defined, please note that you must fit at least one of them, but not necessarily all.

PROFILE 1

Language

Reading

Speaking

Understanding

Writing

ENGLISH

Competencies

Administer clients' portfolio; present closed accounts and provide management advice
Answer internal or external telephone calls. Pass on messages to guests
Collect and deal with complaints of users, clients, occupants, ...
Introduce oneself on the phone. Check identity and data of the person one is speaking to (customer number, address...)
Register complaints offering solutions to customer according to type of incident (breakage, delay, breakdown...)
Determine and start procedures for administrative/financial management, follow-up indicators and management reporting
Draw up the budget of the organisation, present it to management and make adjustments
Decide on/follow-up budget of department or company (purchases, invoicing, expenditure...)
Coordinate and organise flows of information for functioning of department or organisation (directives, meetings...)
Organise functioning of the organisation

Past Experience

Occupation

Experience(months)

MANAGER, BUSINESS SERVICES AND ADMINISTRATION NOT ELSEWHERE CLASSIFIED (PRIVATE SECTOR)

Driving Licences

No Driving Licenses required for this vacancy

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Salary: €45,000-47,000 per year

Customer Experience Manager

Job Description