Client Relations & Retention Manager (Melbourne)

Toyota Finance Australia; Sydney; On-site; AUD 81,000 - 99,000; Full time

Benefits offered by this job

Competitive salary

Six-month contract with potential to延

Melbourne CBD office

Mon-Fri, 9am-5pm

Supportive team

Own portfolio ownership

Collaborative environment

Immediate start

Job summary

Lotus People is seeking an experienced Client Relationship Manager to join the Melbourne CBD team on a six-month fixed-term contract, with potential extension. Immediate start and a focus on nurturing existing client relationships, coordinating with internal teams, and delivering exceptional service.

The role involves managing renewals, handling enquiries and escalations, and working in a collaborative environment to achieve positive outcomes for customers.

Qualifications

• Previous experience in customer service, account management or client relationship management.
• Excellent communication skills to build rapport and establish trusted relationships.
• Experience using CRM systems, ideally Salesforce, although other systems will be considered.
• Confident managing customer enquiries, resolving issues and coordinating outcomes across different teams.
• Strong organisational skills with the ability to manage competing priorities.
• A proactive, solutions‑focused approach and willingness to take ownership.
• Comfortable picking up the phone and communicating with a variety of stakeholders.
• Strong attention to detail and confidence learning new systems and processes.
• A positive, outgoing personality with a genuine passion for delivering exceptional customer experiences.

Responsibilities

• Act as a key point of contact for an established portfolio of clients.
• Build and maintain strong customer relationships, delivering an exceptional level of service.
• Manage customer enquiries, escalations and service-related issues through to resolution.
• Work closely with internal teams to coordinate solutions and ensure positive customer outcomes.
• Monitor customer accounts, upcoming renewals and potential retention risks.
• Proactively identify opportunities to strengthen customer relationships and improve retention.
• Maintain accurate customer records, account information and activity within the CRM.
• Identify opportunities to streamline processes and improve the overall customer experience.
• Manage competing priorities while ensuring customer commitments are followed through.
• Support the wider team with relationship management and customer engagement activities.

Skills

Customer service

Account management

Client relationship management

Communication

CRM systems

Organisational skills

Proactive problem-solving

Phone outreach

Attention to detail

Positive attitude

Tools

Salesforce

Job description

Lotus People is seeking an experienced Client Relationship Manager to join the Melbourne CBD team on a six-month fixed-term contract, with potential extension. Immediate start and a focus on nurturing existing client relationships, coordinating with internal teams, and delivering exceptional service.

The role involves managing renewals, handling enquiries and escalations, and working in a collaborative environment to achieve positive outcomes for customers.