Head of Client Experience

BLACKROC Contingent Pty Ltd; City of Brisbane; On-site; AUD 100,000 - 140,000; Full time

Job summary

BLACKROC Contingent Pty Ltd seeks a Head of Client Experience to lead and grow a Client Management function in Australia. You will shape standards, performance, retention, and change, while guiding a team of about 15 Client Managers handling a substantial SME portfolio.

You’ll partner with founders to enhance client conversations, advice and follow-through, leveraging AI and new ways of working to create a competitive advantage.

Qualifications

• Leading and developing client-facing people
• Coaching and performance management
• Customer/client retention
• Managing difficult client situations
• Building accountability without creating bureaucracy
• Process and operational improvement
• Commercial understanding
• Leading people through change
• Strong executive communication

Responsibilities

• Lead, coach and develop the Client Management team
• Define what genuinely excellent client service looks like
• Lift standards around communication, responsiveness, meetings and follow-through
• Identify client risk before it becomes churn
• Build stronger commercial awareness across the team
• Coach good Client Managers into excellent ones
• Deal with underperformance when required
• Improve operating rhythms, accountability and consistency
• Drive better utilisation of HubSpot and customer information
• Remove unnecessary process rather than create more of it
• Help the team adopt AI, automation and new ways of working
• Work directly with the founders to continually improve the function

Job description

Some businesses hire a Head of Client Experience to maintain what already exists. This isn't one of those roles; whilst they already have great standards, processes and reputation, they are looking to expand.

I'm partnering exclusively with an established digital marketing agency in Fortitude Valley to appoint a Head of Client Experience.

The business is growing. Technology is changing how the work gets delivered, and already, IMHO, they're at the forefront of Australia Digital Marketing Agencies using AI.

AI and automation are removing more of the repetitive work behind the scenes, thereforecreating an interesting challenge: If technology does more of the doing, the humans need to become much better at being human.

Better conversations.

Better advice.

Better follow-through.

Better accountability.

Better relationships.

That's where you come in.

You’ll lead a growing team of approximately 15Client Managers responsible for a substantial portfolio of Australian SME clients.

This isn't a senior Account Manager job with a fancier title.

You’ll own the environment around the team, leadership, coaching, standards, performance, retention, process and change.

What you'll actually do:

• Lead, coach and develop the Client Management team
• Define what genuinely excellent client service looks like
• Lift standards around communication, responsiveness, meetings and follow-through
• Identify client risk before it becomes churn
• Build stronger commercial awareness across the team
• Coach good Client Managers into excellent ones
• Deal with underperformance when required
• Improve operating rhythms, accountability and consistency
• Drive better utilisation of HubSpot and customer information
• Remove unnecessary process rather than create more of it
• Help the team adopt AI, automation and new ways of working
• Work directly with the founders to continually improve the function

The objective is simple:

Build a Client Management function that becomes a competitive advantage for the business.

You may come from digital marketing.

But you don't have to.

I'm equally interested in strong leaders from SaaS, technology, customer success, professional services or recurring-revenue businesses.

Your title might currently be Head of Client Services, Head of Customer Success, Client Services Director, Customer Success Director, Head of CX, Operations Leader or something adjacent.

I'm far more interested in what you've actually led.

You'll need genuine evidence of:

• Leading and developing client-facing people
• Coaching and performance management
• Customer/client retention
• Managing difficult client situations
• Building accountability without creating bureaucracy
• Process and operational improvement
• Commercial understanding
• Leading people through change
• Strong executive communication

This is not a remote role.

You must have full Australian working rights.

Sponsorship is not available.