Client Services Consultant

About the role

Lyra Health Southern Africa is seeking a Client Services Consultant to manage a portfolio of Employee Assistance Programmes and Wellbeing Services clients. The position is full-time (5 days per week) and based in Cape Town, South Africa.

Main areas of responsibilities

• Client Retention: Manage own portfolio of large corporate clients including programme launches, contract negotiations, and ongoing strategic program management.
• Excellent Customer Service: Ensure outstanding customer experience and excellent customer feedback (complaints) management.
• Effective SLA Adherence: Maintain effective liaison and consultation with various LYRA departments for diversified services delivery.
• Risk Management: Identify and mitigate risks using relationship management and strategic interventions.
• Growth of Portfolio: Expand existing client portfolio by identifying and initiating commercial opportunities.
• Project Management: Manage diversified services projects.
• Administration & Financial Management: Maintain client information on relevant LYRA systems, collaborate with LYRA Finance teams for timely invoicing, and manage allocated marketing budgets.
• Renewal & Annual Increase Negotiations: Conduct effective renewal and annual increase negotiations.

Requirements

• Fluent in English and at least one other African language (excluding Afrikaans).
• Minimum 3+ years customer relationship management experience.
• Minimum 3+ years EAP (Employee Assistance Programme) experience.
• Conceptual understanding of business missions, supplier promises, and strategies, with performance implications for market success.
• Relevant tertiary qualification desirable.
• Project management experience desirable.

Key Skills

• Professional and quality-oriented approach to work.
• Pays attention to detail/methodical approach.
• Customer-focused.
• Confident.
• Enthusiastic.
• Can develop and sustain mature working relationships.
• Aware of impact of own actions on workload of others and the business (self-responsibility).
• Assertive.
• Ability to see the big picture.
• Recognises own boundaries and limitations and takes personal responsibility for managing these.

About You

Professional and quality-oriented approach to work Pays attention to detail/methodical approach Customer focused Confident Enthusiastic Can develop and sustain mature working relationships Open to change Aware of impact of own actions on workload of others and the business (self-responsibility) Assertive Ability to see the big picture Recognises own boundaries and limitations and take personal responsibility for managing these

We are an Equal Opportunity Employer

We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law. By applying for this position, you acknowledge that your personal information will be processed as per the Lyra Health Workforce Privacy Notice. Through this application, to the extent permitted by law, we will collect personal information from you including, but not limited to, your name, email address, gender identity, employment information, and phone number for the purposes of recruiting and assessing suitability, aptitude, skills, qualifications, and interests for employment with Lyra. We may also collect information about your race, ethnicity, and sexual orientation, which is considered sensitive personal information under the California Privacy Rights Act (CPRA) and special category data under the UK and EU GDPR. Providing this information is optional and completely voluntary, and if you provide it you consent to Lyra processing it for the purposes as described at the point of collection, for example for diversity and inclusion initiatives. If you are a California resident and would like to limit how we use this information, please use the Limit the Use of My Sensitive Personal Information form. This information will only be retained for as long as needed to fulfill the purposes for which it was collected, as described above. Please note that Lyra does not “sell” or “share” personal information as defined by the CPRA. Outside of the United States, for example in the EU, Switzerland and the UK, you may have the right to request access to, or a copy of, your personal information, including in a portable format; request that we delete your information from our systems; object to or restrict processing of your information; or correct inaccurate or outdated personal information in our systems. These rights may be subject to legal limitations. To exercise your data privacy rights outside of the United States, please contact globaldpo@lyrahealth.com. For more information about how we use and retain your information, please see our Workforce Privacy Notice.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, summarizing interviews, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans.