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
Solid executive communication
This is not a remote role
.
You must have
full Australian working rights
.
Sponsorship is not available.
#J-*****-Ljbffr

📌 Head Of Client Experience (Queensland)
🏢 BLACKROC Contingent
📍 Queensland