Senior Manager, Client Leadership

Credera; City of Melbourne; On-site; AUD 180,000 - 240,000; Full time

Job summary

Credera is seeking a Senior Manager, Client Leadership to join our team in Sydney or Melbourne. You will manage key accounts, support delivery and portfolio health, and partner with Directors to align engagements with client needs and commercial targets.

You will drive delivery excellence, contribute to revenue growth, support chargeability, and lead multidisciplinary teams while maintaining momentum and team wellbeing across engagements.

Qualifications

• Significant consulting or client-facing delivery experience.
• Proven track record managing engagements and supporting account strategy.
• Experience guiding multidisciplinary teams through complex delivery.
• Exposure to commercial management including pricing and forecasting.
• Experience operating at Level 5 or equivalent preferred.

Responsibilities

• Own day-to-day client relationships and maintain trust with senior operational stakeholders.
• Understand client goals and challenges and contribute to shaping account direction.
• Proactively surface risks, opportunities, and client sentiment to Directors.
• Strengthen client experience through clear communication, responsiveness, and follow-through.
• Maintain a clear understanding of delivery activity across assigned accounts by partnering with OICs and SMEs.
• Act as the first escalation point for delivery risks and coordinate with Directors or Delivery Leads on timely resolution.
• Support margin performance by helping teams stay on track with scope, timelines, and staffing.
• Coordinate with capability and industry leads to position multidisciplinary solutions aligned to client needs.
• Provide day-to-day leadership across project teams, offering guidance, support, and clarity.

Skills

Relationship building

Delivery awareness

Forecasting & estimation

Client engagement

Leadership coaching

Education

University degree in a relevant field

Job description

Credera is looking for a Senior Manager, Client Leadership to join our team in either Sydney or Melbourne.

The Senior Manager, Client Leadership plays an accountable role in managing key accounts and supporting the delivery and commercial health of the portfolio. They partner with Directors, OICs, and capability leads to ensure engagements meet expectations, client relationships remain strong, and commercial targets are supported.

Senior Managers help drive delivery excellence, contribute to revenue growth, support chargeability improvements, and strengthen multidisciplinary teaming. They also provide leadership across project teams, helping maintain momentum, resolve issues, and support team wellbeing.

Job Duties:

Client relationship management

• Own day-to-day client relationships and maintain trust with senior operational stakeholders
• Understand client goals and challenges and contribute to shaping account direction
• Proactively surface risks, opportunities, and client sentiment to Directors
• Strengthen client experience through clear communication, responsiveness, and follow-through

Delivery excellence

• Maintain a clear understanding of delivery activity across assigned accounts by partnering with OICs and SMEs
• Act as the first escalation point for delivery risks and coordinate with Directors or Delivery Leads on timely resolution
• Support margin performance by helping teams stay on track with scope, timelines, and staffing
• Ensure timely billing inputs and assist with payment follow-ups for assigned engagements
• Monitor client and team sentiment. Recommend and support adjustments when delivery quality or wellbeing is at risk

Financial performance and portfolio management

• Partner with Directors and OICs to align SMEs and delivery leads to the right work based on skill and capacity
• Maintain accurate account forecasting inputs, including revenue estimates, likelihood, and milestone dates
• Monitor impacts of changes in booked or pipeline revenue and flag shifts early
• Support squad-level revenue and utilisation targets by contributing to L6 chargeability improvement
• Model a performance culture grounded in collaboration, ownership, and continuous improvement

Strategic account growth and optimisation

• Contribute to revenue strategies for assigned accounts, including expansion opportunities and capability cross-sell
• Ensure account management rhythms are followed, including documentation, stakeholder reviews, and opportunity tracking
• Develop proposals, shape offerings, and prepare client-ready recommendations
• Coordinate with capability and industry leads to position multidisciplinary solutions aligned to client needs
• Share learnings across accounts to improve effectiveness and strengthen delivery approaches

Project delivery oversight

• Provide clear guidance to delivery teams on priorities, decisions, and client context
• Coordinate across technology solutions, management consulting, digital platform solution, martech solution and experience design teams to uphold standards
• Ensure documentation, tracking, and communication rhythms are in place and maintained
• Drive engagement hygiene including scope control and proactive risk management

People leadership and development

• Provide day-to-day leadership across project teams, offering guidance, support, and clarity
• Help create a culture where team members can raise risks, test ideas, and learn from one another
• Maintain effective operating cadences across engagements, ensuring communication and alignment
• Act as a trusted first line of escalation for team concerns before involving Directors
• Contribute to performance feedback, mentoring, and development of emerging project leaders
• Provide career coaching and mentorship to leaders and high-potential team members
• Support capability development, succession readiness, and long-term career progression
• Act as a role model for effective leadership behaviours and ways of working

Qualifications:

Knowledge and Skills

• Strong relationship builder with presence and credibility
• Solid understanding of delivery across technology, experience, and strategy work
• Able to diagnose delivery risks and guide teams toward the right actions
• Commercially aware with strong forecasting and estimation capability
• Clear communicator with strong client engagement skills
• Demonstrated ability to lead teams and coach emerging leaders

Education & Experience

• Significant consulting or client-facing delivery experience
• Proven track record managing engagements and supporting account strategy
• Experience guiding multidisciplinary teams through complex delivery
• Exposure to commercial management including pricing and forecasting
• Experience operating at Level 5 or equivalent preferred

KPIs:

• Client satisfaction and relationship strength for assigned accounts
• Delivery outcomes and quality indicators
• Engagement forecasting accuracy
• Contribution to account revenue growth
• Adherance to personal utilisation target
• Engagement profitability and margin support
• Chargeability improvement and utilisation contribution
• Team satisfaction and leadership feedback
• Progress against annual strategic commitment