Client Relationship Manager

Wilson Group; City of Melbourne; On-site; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Melbourne CBD location

12-month fixed-term

Free parking at sites

Competitive salary package

Work with senior leaders

Lead transformation initiatives

Career development opportunities

Job summary

Wilson Parking is Australia’s leading parking operator, seeking a high-impact Account Manager to own critical landlord/tenant relationships, manage escalations, and drive transformation initiatives across a broad stakeholder network. You will partner with Operations, Commercial, Sales and Finance to deliver improved customer outcomes and operational efficiency.

The role is based in Melbourne CBD on a 12-month full-time fixed-term contract, offering the opportunity to influence strategy and

Qualifications

• Experience managing customer, client or stakeholder relationships.
• Strong complaint resolution and escalation management skills.
• Demonstrated process improvement or transformation experience.
• Confidence influencing stakeholders at multiple levels.
• Ability to analyse data and identify improvement opportunities.
• Experience developing business cases, recommendations or operational improvements.
• Strong written and verbal communication skills.
• Experience with CRM platforms, reporting tools or operational systems.

Responsibilities

• Own high-level customer relationships and act as primary contact for landlords and tenants.
• Manage high-level escalations with customers and internal stakeholders to resolve complex issues.
• Lead transformation initiatives from reporting automation to servicing model redesign.
• Influence across Operations, Commercial, Sales, Finance and Customer Contact teams to drive outcomes.

Skills

Stakeholder management

Escalation handling

Data analysis

Written communication

Verbal communication

Process improvement

Business case development

CRM platforms

Job description

About Us

Wilson Parking is Australia's leading parking operator, managing the nation's largest parking portfolio.
With industry-leading technology, award-winning customer service and a commitment to innovation, we support millions of parking customers across Australia.

Why Join Wilson?

• Melbourne CBD location
• 12-month full-time fixed-term opportunity
• Free parking at all Wilson Parking sites
• Competitive salary package
• Work directly with senior leaders
• Lead meaningful transformation initiatives
• Be part of a business investing in customer experience and operational excellence
• Career development opportunities across the Wilson Group

This Is Not a Traditional Account Manager Role

You'll build relationships.

You'll manage complaints.

You'll handle escalations.

But that's not the reason this role exists.

The reason this role exists is to identify why customers escalated, why landlord expectations vary, why teams are spending time on manual activities and where opportunities exist to improve how we operate.
We're looking for someone who can both manage the immediate issue and fix the underlying problem.

What You’ll Be Doing

Owning Key Customer Relationships

You’ll become the primary point of contact for landlords and tenants across a portfolio of managed sites, ensuring issues are addressed quickly and professionally.
Managing High-Level Escalations

Managing High-Level Escalations

You’ll work directly with customers, landlords and internal stakeholders to resolve complex issues before they reach senior leadership.

You’ll identify inefficiencies, recurring issues and manual workarounds and develop practical solutions that improve service delivery.

Leading Transformation Initiatives

From reporting automation through to servicing model redesign and customer experience improvements, you’ll play a key role in shaping how Wilson supports this customer group in the future.

Influencing Across the Business

Success in this role requires strong stakeholder management. You’ll partner with Operations, Commercial, Sales, Finance and Customer Contact teams to drive outcomes and implement change.

What We Need To See

• Experience managing customer, client or stakeholder relationships
• Strong complaint resolution and escalation management skills
• Demonstrated process improvement or transformation experience
• Confidence influencing stakeholders at multiple levels
• Ability to analyse data and identify improvement opportunities
• Experience developing business cases, recommendations or operational improvements
• Strong written and verbal communication skills
• Experience with CRM platforms, reporting tools or operational systems

Highly Regarded

• Account management experience
• Customer experience or service design experience
• Continuous improvement training
• Project or program management experience
• Experience driving adoption of new systems or processes

Why This Role Is Worth Your Time

This is a role with genuine influence.

You’ll have visibility across Wilson Parking, direct exposure to senior stakeholders and the opportunity to shape how one of Australia's best-known parking operators services a critical customer group.

You’ll leave the role having improved customer outcomes, reduced operational inefficiencies and delivered lasting change to the business.

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