Client Services Consultant – Employee Assistance Programs

About the role

Lyra Health Southern Africa is seeking a Client Services Consultant to manage a portfolio of Employee Assistance Programme (EAP) and wellbeing service clients. The role focuses on client retention, delivering excellent customer experiences, and driving growth across a hybrid work environment in Johannesburg.

Key responsibilities

• Manage a portfolio of large corporate clients, overseeing programme launches, contract negotiations and ongoing strategic management.
• Ensure outstanding customer service and handle complaints effectively.
• Liaise with internal Lyra departments to deliver diversified services and meet service level agreements.
• Identify and mitigate client risks, turning challenges into opportunities.
• Expand the portfolio by uncovering commercial opportunities for additional business units, headcounts, and services.
• Maintain accurate client information in Lyra systems and collaborate with finance for timely invoicing and debt tracking.
• Oversee client budget management, renewal negotiations and annual price adjustments.

Required profile

• Fluent in English and at least one other African language (excluding Afrikaans).
• Minimum 3 + years experience in customer relationship management and EAP delivery.
• Understanding of business strategy, supplier promises and market performance implications.
• Relevant tertiary qualification is desirable.
• Project‑management experience is a plus.

Required skills