Senior Client Services Manager
Manage a team of 10 client engagement coordinators in your region who are growing their
NSW Other
Newcastle Region
$145k (pkg)
Full time role
The Opportunity:
This Australian NFP group boasts year-on-year growth which demonstrates ability to build their business competitively and solidifies their strong reputation in their industry. If you are seeking to work with a business which has an inclusive culture and true passion for their clients and people, look no further. Carrying a client centric model and putting their values at the forefront of their operations, this business is offering a full time position to manage a new client engagement team and develop processes and systems to optimise the operations to a high level. This role is for the ambitious who would like to maximise a key business unit which is a critical service to the whole organisation.
The Role:
Reporting to the GM of Client Services, the Senior Client Engagement Manager leads the retention and optimisation of the organisations client base. The role leads a team of 10 professionals within the Hunter Valley and Newcastle region to foster and develop relationships with new and existing clients; focusing on delivering improvements in the client experience.
You will be hands on with team management and development, business development, client marketing strategy (such as referrals), operational and process improvement and growth, and client engagement.
Some duties include (but not limited to):
Operations:
Identify key strategies that can be implemented, develop new policy and procedures, support a smooth transition in business processes and client experience, develop budgets and financial plans; manage and analyse expenditure, ensure information sharing and compliance requirements are met, as well as maintenance of up-to-date records and documentation
Marketing and Business Development:
Assess needs and opportunities for business growth, and develop a strategy. Develop an understanding of the competitive landscape and the drivers of the brand within the sector, managing referral program, performance metrics, and marketing insights.
Client Engagement and Management:
Oversee the management of complex client complaints; monitor client demand, analyse client data, leverage the insights for conversion of leads, develop positive client interactions with the business, maintain customer service excellence and feedback loops.
Team Management:
Manage the recruitment, development and retention of a high performing team, apply effective people management strategies to successfully manage the allocation of caseloads.
About you:
-Experience in a corporate setting managing medium size teams in Customer Successes or Customer Liaisons. Working knowledge of the needs and expectations of customers and key customer relationships.
-Takes on a consultative account management approach to your role while striving for excellence in customer success
-Strong leadership and influencing ability
-Operationally minded with proven track record in implementing strategy, policy, process, and systems
- Has exposure to change management and anticipates and communicates change effectively
- Can drive between sites where required in the Hunter Valley and Newcastle region
Sound like you?
Please hit 'Apply' - samantha.philpot@sterning.com
