Client Implementation Manager

Fitness Passport; Sydney; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Hybrid work model

3 paid well-being days per year

Wellbeing perks and gym access

Job summary

Fitness Passport is seeking a Client Implementation Manager to lead onboarding for a portfolio of employers. You will manage relationships from survey to launch, ensuring smooth adoption and ongoing engagement across multiple accounts.

The role requires managing campaigns, presenting performance updates, and leveraging Excel and Salesforce to keep records accurate and actionable. A hybrid work setup is available with in-office days in Sydney.

Qualifications

• Experience managing a portfolio of accounts through onboarding or implementation (membership, employee benefits or similar B2B2C).
• Proven track record running campaigns that required influencing people to act (surveys, sign-ups, marketing).
• Confident presenting performance data to stakeholders inside and outside the business.
• Strong Excel skills and attention to detail.

Responsibilities

• Be the face of onboarding. Manage day-to-day relationship with each employer's Workplace Facilitator and key contacts.
• Track survey responses, sign-ups, new member ratios and direct debit dates across multiple accounts.
• Diagnose underperforming campaigns, propose fixes, and resolve day-to-day issues independently.

Skills

Portfolio management

Campaign management

Stakeholder communication

Excel proficiency

CRM experience

Education

Business/Marketing/Communications degree

Tools

Salesforce

Job description

At Fitness Passport, we are driven by a clear purpose — to make fitness more accessible, so more people can lead active and healthier lives. Established in 2006, we’re a corporate health and fitness program partnering with the public sector, corporate employers, and leading fitness facilities across Australia and New Zealand, providing members with access to a wide range of gyms and wellness resources.

As we enter an exciting new phase of growth, Fitness Passport is executing an ambitious strategy while keeping our member experience a top priority.

The Role:

We're looking for a Client Implementation Manager (CIM) to run new business onboarding for a portfolio of small to medium-sized employers — from survey and sign-up through to program launch. You'll be the steady hand employers rely on and the internal driver who keeps every account moving.

If you love juggling multiple live projects, building trust with stakeholders at every level, and turning a good campaign into a great one, this role is for you.

What you’ll be doing:

• Be the face of onboarding. Manage the day-to-day relationship with each employer's Workplace Facilitator and key contacts, building confidence with stakeholders from the front line to senior leadership.
• Run a tight portfolio. Track survey response rates, sign-ups, new member ratios and direct debit dates across multiple concurrent accounts — and catch things at risk before they become problems.
• Solve, don't just elevate. Diagnose why a campaign is underperforming, propose a fix, and resolve day-to-day issues independently — knowing when to bring in the team for the bigger calls.
• Design for the employer, not the template. Read each employer's context — shift patterns, workforce size, site-based vs. desk-based teams — and shape a program that actually lands.
• Drive engagement that works. Deliver webinars and employer Q&As, tailor messaging to each workforce, and adjust your approach mid-campaign rather than sticking to a single plan.
• Think commercially. Understand what drives program viability and prioritise your time across the portfolio accordingly.
• Keep the record straight. Maintain accurate CRM/Salesforce records and reporting so nothing falls through the cracks.

About You:

• Experience managing a portfolio of accounts through an onboarding or implementation process — membership, employee benefits or similar B2B2C experience preferred.
• A track record running campaigns that required influencing people to act (surveys, sign-ups, marketing).
• Confidence presenting performance data and progress updates to stakeholders inside and outside the business.
• Strong Excel skills and genuine attention to detail.
• CRM experience, ideally Salesforce (nice to have).
• A self-starter mindset — comfortable owning your workload, hitting targets, and working both independently and as part of a team.
• A degree in Business, Marketing, Communications or similar is a plus, but equivalent experience counts just as much.

What You’ll Love:

We’re proud of our culture, and even prouder of the people who make it what it is.

At Fitness Passport, we’re not just about providing access to great gyms and wellness facilities — we’ve also created a fantastic place to work. Our company values of Collaboration, Growth, Respect, Integrity and Wellbeing define our culture and the principles we use to operate our business.

We don’t just talk about wellness - we live it! Our BeneFit Passport Rewards Program and values-driven culture support your well-being inside and outside of work.

Here’s what’s waiting for you:

• Your very own Fitness Passport membership – access thousands of fitness facilities because we believe in what we offer
• 3 paid well-being days per year – because rest and recharge matter
• Hybrid & flexible work – our team enjoys three days a week in our office space
• Generous WFH allowance to support our hybrid model
• Absolute busy body of a manager
• Ongoing wellness perks – think fitness challenges, guest speakers, and more
• Paid parental leave to support you and your family
• Mental health support through Clear Head & our Employee Assistance Program
• Rewards & recognition – Earn Hero Points and get rewarded for your impact!
• Regular social events to stay connected and celebrate wins
• ‘Pawesome’ incentives like bring your dog to work day