About Our Team
We're a leading cleaning services provider with operations across Australia, dedicated to delivering exceptional results. Founded in 2007, our national footprint now spans over 1000 client sites and employs more than 800 staff.
The Role
As a values-driven organisation, we're seeking an organised and customer-focused Client Experience Manager who will bridge the gap between clients, operational teams, and the wider business.
In this pivotal role, you'll be responsible for owning the client journey - from onboarding to ongoing satisfaction and retention. You'll champion our core values of teamwork, innovation, and customer-centricity, embedding them into every interaction.
Your Key Responsibilities
* You'll oversee client support operations, service reporting, and continuous improvement initiatives.
* You'll deliver seamless client onboarding and proactive service support to ensure high levels of satisfaction.
* You'll manage incoming operations calls and respond to client requests in a timely manner.
* You'll implement and track Net Promoter Score (NPS) and other feedback tools to capture client sentiment.
Client Retention & Growth
* You'll identify cross-sell and upsell opportunities in collaboration with Business Development colleagues.
* You'll partner with State Managers and Customer Success Managers to reduce churn and ensure renewal success.
* You'll generate insights on client satisfaction, risks, and service trends to inform strategic decisions.
Process Standardisation, Strategy & Improvement
* You'll standardise our Client Experience Playbook to ensure consistency across the board.
* You'll support strategic initiatives such as ESG, Indigenous partnerships, and community programs.
* You'll manage our digital platform (ACS Connect) to streamline interactions between clients and operational service delivery teams.
Reporting & Compliance
* You'll prepare branded service performance reports aligned to contracts.
* You'll monitor client satisfaction metrics, compliance data, and response times to ensure excellence.
* You'll manage sub-contractor onboarding, insurance compliance, and documentation via Lucidity.
* You'll support annual ISO audits and internal Occupational Health & Safety (OH&S) compliance reviews.
What We're Looking For
* A tertiary qualification in business or a related field, with experience in client services and coordination.
* Strong analytical and reporting skills, with confidence using digital platforms and internal systems.
* Knowledge of compliance requirements and audit documentation processes.
* Excellent communication skills and a proactive, empathetic approach to problem-solving.
* A commitment to full-time onsite work, with ongoing work rights in Australia and annual police check compliance.
Why You'll Thrive Here
* Purpose with Impact - Be a key voice in shaping client relationships and driving operational excellence.
* Supportive Culture - Join a team that values teamwork, innovation, and customer-centricity.
* Room to Grow - Ability to craft this newly created role and be involved in cross-functional projects.
* Tools that Work for You - Opportunity to develop platforms like ACS Connect to deliver smarter, faster, and more human-centred service.
* Make Your Mark - Play a lead role in initiatives that go beyond business, including ESG, community, and partnership programs.
If you believe exceptional customer service is essential for every business, value teamwork, and share our commitment to excellence, we'd love to hear from you.