Job Description

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.

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I'm partnering exclusively with an established digital marketing agency in Fortitude Valley to appoint a Head of Client Experience.

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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.

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AI and automation are removing more of the repetitive work behind the scenes, thereforecreating an engaging challenge: If technology does more of the doing, the humans need to become much better at being human.

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Better conversations.

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Better advice.

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Better follow-through.

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Better accountability.

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Better relationships.

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That's where you come in.

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You'll lead a growing team of approximately 15Client Managers responsible for a substantial portfolio of Australian SME clients.

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This isn't a senior Account Manager job with a fancier title.

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You'll own the environment around the team, leadership, coaching, standards, performance, retention, process and change.

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What you'll actually do:

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- Lead, coach and develop the Client Management team
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- Define what genuinely excellent client service looks like
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- Lift standards around communication, responsiveness, meetings and follow-through
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- Identify client risk before it becomes churn
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- Build stronger commercial awareness across the team
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- Coach good Client Managers into excellent ones
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- Deal with underperformance when required
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- Improve operating rhythms, accountability and consistency
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- Drive better utilisation of HubSpot and customer information
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- Remove unnecessary process rather than create more of it
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- Help the team adopt AI, automation and new ways of working
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- Work directly with the founders to continually improve the function
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The objective is simple:

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Build a Client Management function that becomes a competitive advantage for the business.

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You may come from digital marketing.

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But you don't have to.

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I'm equally interested in strong leaders from SaaS, technology, customer success, professional services or recurring-revenue businesses.

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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.

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I'm far more interested in what you've actually led.

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You'll need genuine evidence of:

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- Leading and developing client-facing people
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- Coaching and performance management
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- Customer/client retention
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- Managing difficult client situations
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- Building accountability without creating bureaucracy
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- Process and operational improvement
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- Commercial understanding
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- Leading people through change
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- Strong executive communication
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This is not a remote role.

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You must have full Australian working rights.

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Sponsorship is not available.

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