Head of Client Management

Gemba Group; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Gemba is seeking a Head of Client Management to lead the Client Management division and provide senior leadership across the business. This role oversees the Sydney and Melbourne teams, delivering high-quality client work and building trusted relationships with senior stakeholders, driving strong commercial outcomes.

Based in Sydney, you will work across strategy, insights, creative, production, events and sponsorship to shape growth and partnerships.

Qualifications

• 10+ years' experience across client management, marketing, advertising, sponsorship or related fields.
• Proven experience leading large client portfolios and complex integrated projects.
• Significant people leadership experience, including developing high-performing teams.
• Strong understanding of agency or consultancy business models.
• Passion for sport, entertainment, culture and fan engagement.

Responsibilities

• Lead senior relationships across Gemba's portfolio of key clients.
• Establish yourself as a trusted advisor to senior client stakeholders.
• Oversee the delivery of high-quality, insight-led work across the division.
• Provide guidance, support and quality assurance to project teams.
• Drive client satisfaction, retention and account growth.

Job description

Gemba is a leading organisation in Sports and Entertainment with service offers across Insights, Data & Analytics, Strategy and Marketing

Gemba’s name is inspired by the Japanese origins of the word, to find the source of the truth. Since 2006 we have demonstrated a passion for understanding fans. In a sport and entertainment world that is becoming increasingly competitive and fragmented, fan insight is critical.

We deliver results for our clients. Whether it be better commercial outcomes or driving greater participation, this is our ultimate proof point, demonstration of shaping a better future for sport & entertainment.

About the Role

We are looking for a Head of Client Management to lead Gemba's Client Management division and provide senior leadership across the broader business.

This is a key leadership role responsible for the performance, growth and day-to-day operations of the division. You'll lead our Sydney and Melbourne Client Management teams, oversee the delivery of high-quality client work, build trusted relationships with senior stakeholders and drive strong commercial outcomes.

Working closely with teams across strategy, insights, creative, production, events and sponsorship, you'll play an important role in shaping Gemba's future growth, culture and client partnerships. This role is based in Sydney.

Responsibilities

• Lead senior relationships across Gemba's portfolio of key clients.
• Establish yourself as a trusted advisor to senior client stakeholders.
• Oversee the delivery of high-quality, insight-led work across the division.
• Provide guidance, support and quality assurance to project teams.
• Drive client satisfaction, retention and account growth.

Strategic & Creative Leadership

• Guide teams to develop strategically sound and creatively strong solutions.
• Bring valuable audience, market and cultural insights into client work.
• Coach teams to deliver the strongest possible outcomes for clients.
• Represent Gemba's thinking and capabilities in senior client forums.
• Lead, develop and inspire the Sydney and Melbourne Client Management teams.
• Build capability through coaching, feedback and development planning.
• Ensure the division has the right capacity and talent to achieve its goals.
• Foster a collaborative, high-performing and people-first culture.

Commercial & Operational Leadership

• Lead the financial and operational performance of the division.
• Develop revenue, resourcing and growth plans aligned to business objectives.
• Monitor profitability, forecasting and project performance.
• Identify opportunities to improve efficiency, effectiveness and commercial outcomes.

Business Development & Growth

• Lead business development activity across the Client Management division.
• Build and maintain a strong network to generate new opportunities.
• Lead major pitches, proposals and client expansion opportunities.
• Contribute to Gemba's profile through industry leadership and representation.

Business Leadership

• Contribute to the strategic direction of the broader Gemba business.
• Build strong relationships across the Leadership Team and specialist divisions.
• Champion Gemba's culture, values and ways of working.
• Encourage innovation, knowledge sharing and continuous improvement.

About You

Experience & Background

• 10+ years' experience across client management, marketing, advertising, sponsorship or related fields.
• Proven experience leading large client portfolios and complex integrated projects.
• Significant people leadership experience, including developing high-performing teams.
• Strong understanding of agency or consultancy business models.
• Passion for sport, entertainment, culture and fan engagement.

Skills & Attributes

• Exceptional relationship-building and stakeholder management skills.
• Strong commercial acumen and financial literacy.
• Strategic thinker with a creative, solutions-focused mindset.
• Inspiring leader who builds confidence, capability and accountability.
• Curious, collaborative and comfortable navigating complexity.

Success Looks Like

• Strong client relationships built on trust, value and results.
• A high-performing Client Management team across Sydney and Melbourne.
• Sustainable revenue growth and commercial performance.
• Excellent client retention, satisfaction and account growth.
• A positive culture that brings together the best of Gemba's capabilities.

Note: All candidates require working rights of this country to perform the role.

Gemba is an Equal Opportunity Employer. We value diversity and encourage people of all different backgrounds, experiences, abilities and perspectives to apply. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or other protected characteristics or similar.

We’re open to candidates interested in a job-share arrangement. You’re welcome to apply individually or if you are established job-share partners looking to take on the role together.