Customer Portfolio Manager, Johannesburg

PayInc is a purpose-driven payments provider building on over 50 years of trusted history in South Africa’s payments ecosystem. Our mission is to connect people, businesses, and economies through secure, efficient and inclusive digital payments infrastructure and be a catalyst for financial inclusion and economic growth. From EFTs and cards to PayShap, PayInc provides the backbone that enables moneyto move safely across the economy. At our core, we exist to make great connections, empowering participation, enabling growth, and ensuring no one is left behind.

In everything we do, PayInc is committed to achieving customer excellence. We strive to exceed client expectations by delivering reliable, innovative, and responsive payment solutions tailored to each customer’s unique needs. Our dedicated teams prioritise seamless experiences, actively seek feedback, and foster open communication to ensure that every interaction adds value and builds trust. By consistently upholding the highest standards of service and integrity, we aim to create lasting partnershipsand contribute to the ongoing success of our customers in an ever-evolving digital landscape.

Role– Customer Portfolio Manager The Customer Portfolio Manager is a commercially focused role responsible for maximising the value of a customer portfolio through strategic relationship management, executive-level engagement, and a strong understanding of customer business drivers. As the senior point of accountability, the role translates customer strategy into actionable opportunities, ensuring the delivery of high-impact solutions through effective collaboration with internal teams.

A Customer Portfolio Manager is responsible for building, managing, and sustaining long-term, high-value relationships. This is achieved through proactive engagement with senior customer executives and key stakeholders, supported by a deep understanding of each customer’s business strategy, operating environment, and evolving needs.

Acting as the primary point of accountability between customers and internal cross-functional teams, the Customer Portfolio Manager ensures that customer requirements are clearly articulated, prioritised, and translated into effective, timely, and fit-for-purpose solutions. The role spans the full customer lifecycle, with a strong focus on service excellence, issue resolution, value delivery, and continuous relationship enhancement to drive trusted, collaborative, and mutually beneficial partnerships.

The Customer Portfolio Manager is accountable for developing and executing a customer‑centric portfolio strategy, with a clear emphasis on customer retention, relationship recovery where required, and sustainable commercial growth. This includes initiating and leading strategic customer initiatives, overseeing the financial performance of the portfolio, and ensuring alignment between customer objectives and organisational priorities.

A key expectation of the role is the development and maintenance of robust, insight‑driven customer account plans tailored to the specific needs, risks, and opportunities of each customer. These plans serve as the foundation for coordinated engagement, opportunity management, and proactive service delivery, ensuring that customer value is maximised and commitments are consistently met.

Stakeholder Engagement

Broad‑based customer representatives

External Stakeholders

Internal stakeholders

Key Responsibilities

Define the Market - Ability to analyze the external environment and appreciate its importance in the formulation of PayInc’s strategy

Shape the Strategy - Ability to help shape a client’s strategy by providing insights to help them create an advantaged position in the market

Develop Sector and Offering Knowledge - Ability to build sector and market offering knowledge and apply it to influence a client’s strategic direction

Strategic Impact - Supports the Senior Manager on delivery of designated engagement / project, managing the implementation of the agreed deliverables

Strategic Direction - Understands objectives for clients and PayInc, aligns own work to objectives

Solutioning - Ability to operate in an agile environment and work independently Cross Consulting / Core Professional Capabilities

Delivery Excellence - Ability to produce a high‑quality work product and collaborate with others to deliver a superior client experience

Knows the Business and Sector - Ability to understand how business functions operate and how sector trends impact a client’s business

Analytical Thinking&Problem Solving - Ability to select appropriate methods for collecting and analysing data, and develop informed recommendations that shape or support the client’s business strategy

Financial Acumen - Ability to incorporate financial information when evaluating strategic options

Client Presence - Ability to deliver key messages with clarity, confidence, and poise to instill confidence in clients

Logical Structuring - Ability to organize insights and define a logical flow to tell a story when presenting recommendations

Global Mind‑set - Ability to apply a global and diverse perspective to problem solving

Technology Fluency - Ability to apply technical knowledge to address client business

Finance– Financial Management

Retain and grow customer participation volume

Identify effective measures to retain and grow business

Effective and responsible use of marketing/customer entertainment funding

Contribute to annual budget setting

Manage and control individual and relevant interventions, projects and programme costs

Track, monitor and manage customer invoices post 90 days and follow up on unpaid issues escalated from the Finance department

Monitor and analyse customer’s usage by product

Stakeholders– Stakeholder Engagement

To develop and maintain optimal customer relationships so as to create value for both customers and PayInc

Delivery on internal and external stakeholder service and delivery requirements

Be the primary point of contact and build long‑term relationships with customers

Help customers through email, phone, online presentations and in person meetings

Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors

Responsible for keeping current clients satisfied and delivering exceptional customer service on a day‑to‑day basis

Create, manage and deliver a positive customer service experience

Manage the expectations of customers; when disruptions occur during the service delivery process, it is imperative that situations are resolved timeously

Delivery of Business Processes / Projects– Strategic Alignment

Contribute to and deliver on BU goals and activities aligned to strategy

Develop and implement robust account plans to understand and deliver against customer specific needs

Ensure customer needs are understood, aligned and supported by all internal stakeholders

Aligning customer strategy with PayInc's strategy and priorities

Improve quantitative, qualitative and strategic customer engagement through competent application of PayInc performance dashboards, graphs and analysis in monthly and quarterly customer executive meetings

Ensure the timely and successful delivery of solutions according to customer needs and objectives

Communicate clearly the progress and outcome of monthly/quarterly initiatives to internal and external stakeholders

Responsible for working with the pre‑sales teams to on‑board and integrate new clients and develop new customer relationships

Liaise between the customer and internal teams

Initiative/ Projects for Continuous Improvement

Demonstrate innovative thinking in area of expertise and translate this into business process/ solutions/ working practice improvements

Deliver customer or company specific projects in line with company standards and in agreement with line manager

Strategic Account Management

Design, implement and manage customer specific strategies for each customer– (retain, win‑back or growth)

Develop a thorough understanding of each customer’s business strategy and goals and stay abreast of any strategic developments with customers

Undertake detailed analysis of customers– product take‑up, performance, opportunities, risks, pricing, contracts and customer specific delivery

Requirements

Identify customer journey maps for each customer across all internal customer touch points

Take ownership of the financial performance for the customer and undertake initiatives to drive increased usage of services and product penetration

Liaise, co‑ordinate and drive necessary internal support areas to deliver on the customer plan and meet expected customer needs and delivery requirements

Identify new business opportunities and derive a plan of action that focuses on initiatives that drive mutual growth

Acquire a thorough understanding of customer needs and requirements

Expand the relationships with existing customers by continuously proposing solutions that meet their objectives

Ensure the correct products and services are delivered to customers in a timely manner

Serve as the link of communication between customers and internal teams

Resolve any issues and problems faced by customers and deal with complaints to maintain trust