Client Retention Manager - Cafes

seek.com.au; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Bite Size is seeking a Client Retention Manager to oversee a defined portfolio of clients in key market segments, ensuring high engagement, satisfaction, and retention.

You will work with marketing, sales, and client relationship teams to drive new business conversions, provide strategic support to CROs, and report on retention metrics and pipeline performance.

Qualifications

• Proven experience in client success, account management, or relationship roles.
• Experience managing a portfolio of clients with measurable retention outcomes.
• Sales or business development background with lead-to-conversion experience.
• Strong interpersonal and stakeholder management skills.
• Ability to influence and collaborate across teams.
• High commercial acumen and understanding of client lifecycle.
• Experience working with CRM systems (e.g., Salesforce or similar).
• Client-centric mindset with proactive approach.
• Strong communicator and relationship builder.

Responsibilities

• Manage a dedicated portfolio of clients within defined market segments.
• Develop and maintain strong, long-term client relationships to maximise retention and loyalty.
• Conduct regular client reviews, check-ins, and strategic account planning sessions.
• Identify at-risk clients early and implement proactive retention strategies.
• Identify upsell, cross-sell, and new business opportunities within the assigned market segment.
• Follow up on inbound leads and nurture prospects through to conversion.
• Collaborate with sales and marketing teams to improve lead conversion rates.
• Deliver tailored proposals and solutions aligned to client needs and business objectives.
• Provide guidance and operational support to Client Relationship Officers.
• Track and report on portfolio performance, retention rates, and conversion metrics.

Skills

Client relationship management

Account management

Stakeholder management

Communication

Team collaboration

Sales mindset

Proactive attitude

Tools

Salesforce

Job description

Bite Size stands alone as Australia’s highest award-winning biscuit brand unrivalled in quality, proven with close to 300 Royal Fine Food Awards.We are the market leader in complimentary gestures, little treats & gifts that assist businesses in enhancing their client’s experience.

An exciting opportunity is up for grabs for a tenacious, client-focused CRM professional who is proactive, energetic, friendly and fun. We’re looking for someone who thrives on building genuine client relationships, identifying opportunities, driving engagement and delivering an exceptional customer experience.

You’ll be highly team-focused and someone who genuinely enjoys working collaboratively with others. You’ll bring out the best in those around you, share ideas, support your teammates and leverage the strengths of the wider team to achieve the best possible outcomes for our clients.

If you’re commercially minded, love working with people, are proactive in finding opportunities and have the drive to grow and nurture client relationships, we’d love to hear from you.

About the role

The Client Retention Manager is responsible for managing a defined portfolio of existing clients within specific market segments, ensuring high levels of engagement, satisfaction, and retention. This role also plays a critical part in driving new business (NB) conversions within the same segment/s, working closely with marketing, sales, and client relationship teams. In addition, the Client Retention Manager provides operational and strategic support to the Client Relationship Officer (CRO) team to strengthen client outcomes, improve pipeline efficiency, and enhance overall client lifecycle management.

Key responsibilities

• Manage a dedicated portfolio of clients within defined market segment/s.
• Develop and maintain strong, long-term client relationships to maximise retention and loyalty.
• Conduct regular client reviews, check-ins, and strategic account planning sessions.
• Identify at-risk clients early and implement proactive retention strategies.
• Identify upsell, cross-sell, and new business opportunities within the assigned market segment.
• Follow up on inbound leads and nurture prospects through to conversion.
• Collaborate with sales and marketing teams to improve lead conversion rates.
• Deliver tailored proposals and solutions aligned to client needs and business objectives.
• Provide guidance and operational support to Client Relationship Officers.
• Track and report on portfolio performance, retention rates, and conversion metrics.

About you

• Proven experience in client success, account management, or relationship management roles
• Demonstrated ability to manage a portfolio of clients with measurable retention outcomes
• Experience in sales or business development with a track record of converting leads
• Strong interpersonal and stakeholder management skills
• Ability to influence and collaborate across teams
• High commercial acumen and understanding of client lifecycle management
• Strong organisational and time management skills
• Experience working with CRM systems (e.g., Salesforce or similar)
• Client-centric mindset with a proactive approach
• Strong communicator and relationship builder