Melbourne CBD | 12-month full-time fixed-term | National Impact
About Us
Wilson Parking is Australia's leading parking operator, managing the nation's largest parking portfolio.
With industry-leading technology, award-winning customer service and a commitment to innovation, we support millions of parking customers across Australia.
As we continue to evolve and modernise our customer servicing model, we're looking for an experienced stakeholder and transformation professional to help drive that change.
Why Join Wilson?
Melbourne CBD location
12-month full time fixed-term opportunity
Free parking at all Wilson Parking sites
Competitive salary package
Work directly with senior leaders
Lead meaningful transformation initiatives
Be part of a business investing in customer experience and operational excellence
Career development opportunities across the Wilson Group
This Is Not a Traditional Account Manager Role
You'll build relationships.
You'll manage complaints.
You'll handle escalations.
But that's not the reason this role exists.
The reason this role exists is to identify why customers escape, why landlord expectations vary, why teams are spending time on manual activities and where opportunities exist to improve how we operate.
We're looking for someone who can both manage the immediate issue and fix the underlying problem.
What You'll Be Doing
Owning Key Customer Relationships
You'll become the primary point of contact for landlords and tenants across a portfolio of managed sites, ensuring issues are addressed quickly and professionally.
Managing High-Level Escalations
You'll work directly with customers, landlords and internal stakeholders to resolve complex issues before they reach senior leadership.
Challenging Existing Processes




You'll identify inefficiencies, recurring issues and manual workarounds and develop practical solutions that improve service delivery.
Leading Transformation Initiatives
From reporting automation through to servicing model redesign and customer experience improvements, you'll play a key role in shaping how Wilson supports this customer group in the future.
Influencing Across the Business
Success in this role requires strong stakeholder management.
You'll partner with Operations, Commercial, Sales, Finance and Customer Contact teams to drive outcomes and implement change.
What We Need To See
Experience managing customer, client or stakeholder relationships
Strong complaint resolution and escalation management skills
Demonstrated process improvement or transformation experience
Confidence influencing stakeholders at multiple levels
Ability to analyse data and identify improvement opportunities
Experience developing business cases, recommendations or operational improvements
Strong written and verbal communication skills
Experience with CRM platforms, reporting tools or operational systems
Highly Regarded
Account management experience
Customer experience or service design experience
Continuous improvement training
Project or program management experience
Experience driving adoption of new systems or processes
Why This Role Is Worth Your Time
This is a role with genuine influence.
You'll have visibility across Wilson Parking, direct exposure to senior stakeholders and the opportunity to shape how one of Australia's best-known parking operators services a critical customer group.
You'll leave the role having improved customer outcomes, reduced operational inefficiencies and delivered lasting change to the business.
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📌 Client Relationship Manager (Melbourne)
🏢 Wilson
📍 Melbourne