Head of Client Experience & Growth

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

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.