Client Relationship Manager

Wilson; City of Melbourne; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Free parking at Wilson Parking sites

Melbourne CBD location

Competitive salary package

Work with senior leaders

Lead transformation initiatives

Career development opportunities

Job summary

Wilson Parking is seeking an experienced stakeholder and transformation professional to drive change in Melbourne. You will own key landlord/tenant relationships, manage escalations, and lead process improvements across customer service and operations.

You will work with senior leaders to shape transformation initiatives, automate reporting, and redesign servicing models to enhance customer experience and operational excellence.

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

• Owning Key Customer Relationships: primary point of contact for landlords and tenants across a portfolio.
• Managing High-Level Escalations: resolve complex issues with stakeholders before they reach senior leadership.
• Challenging Existing Processes: identify inefficiencies and develop practical solutions to improve service delivery.
• Leading Transformation Initiatives: drive reporting automation and servicing model redesign.
• Influencing Across the Business: collaborate with Operations, Commercial, Sales, Finance and Customer Contact teams.

Skills

Stakeholder management

Complaint resolution

Process improvement

Change management

Data analysis

Business case development

Written & verbal communication

CRM platforms

Tools

CRM platforms

Reporting tools

Job description

Melbourne CBD | 12-month full-time fixed-term | National Impact

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.

As we continue to evolve and modernise our customer servicing model, we're looking for an experienced stakeholder and transformation professional to help drive that change.

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 escape, 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

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

Challenging Existing Processes

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.