Client Services Director, Employee Share Plans
Posted: 17/07/2025
Closing Date: 07/08/2025
Job Type: Permanent - Full Time
Location: Melbourne
Job Category: Employee Share Plans
About Us
Automic Group brings together modern purpose-built technology with a dynamic and experienced team to tailor solutions for companies and funds to understand, engage and manage their investors.We provide a cloud-native single registry, employee share plan and board management platform, and professional services including company secretarial, ESG, accounting and finance, and investor and media relations.
Today, over 1,400 ASX listed and unlisted clients trust Automic's 250 employees to manage their registry, investor and board requirements – and Automic is ranked number one on the ASX by number of companies serviced, with 750 listed clients.In the past two financial years, Automic has won 50%of IPOs and 70% of listed companies who have switched registries.
Our culture is innately entrepreneurial, comprising people who thrive in an atmosphere where ideas, actions and initiative are encouraged. Our core values, Customer Success, Ambition, Equality and Team are at the foundation of who we are and how we operate.
Job Description
The Client Services Director – Employee Share Plans (ESP) is a strategic leadership role responsible for driving excellence in the delivery and growth of Automic Group's ESP offering. This role will lead the end-to-end client experience—from onboarding through to execution and ongoing engagement—ensuring high-impact outcomes that align with client objectives and regulatory best practice. Acting as a key advocate for ESP innovation and client success, the Director will strengthen Automic's position as a trusted partner in equity-based reward solutions, fostering long-term relationships, enhancing service delivery, and supporting business expansion in the ESP market.
Key Responsibilities
Client Success & Strategic Relationship Management
Lead the overarching Customer Success strategy for Employee Share Plans, championing a client-first approach that drives satisfaction, engagement, and long-term value.
Build and maintain strong executive-level relationships with key clients, delivering proactive, tailored solutions that align with their business and equity plan objectives.
Serve as the senior escalation point for complex client matters, ensuring timely resolution and reinforcing Automic's reputation for service excellence.
Operational Excellence & Service Delivery
Oversee the seamless delivery of Employee Share Plan administration, ensuring accuracy, efficiency, and full compliance with evolving regulatory obligations.
Partner cross-functionally with Product, Technology, Operations, and Compliance teams to continuously optimise service delivery and platform performance.
Define and embed best-practice frameworks and process improvements across all facets of ESP administration, from implementation through ongoing management.
Client Onboarding & Platform Adoption
Lead the end-to-end onboarding journey for new ESP clients, ensuring a high-quality experience from contract to go-live.
Design and deliver strategic onboarding, training, and enablement programs to accelerate client platform adoption and maximise value realisation.
Leverage data insights and usage analytics to identify pain points, pre-empt issues, and elevate the overall client experience.
Growth, Retention & Strategic Expansion
Drive client growth through targeted cross-sell and upsell initiatives, positioning Automic as a full-service partner across equity plan lifecycle needs.
Develop and implement engagement strategies that foster loyalty, reduce churn, and extend client lifetime value.
Collaborate with Sales, Marketing, and Product teams to inform go-to-market strategies and support new business development in the ESP segment.
Establish and scale a Trustee Office function to support the evolving needs of current and future clients, enhancing service breadth and governance.
Leadership & Capability Development
Build, lead, and inspire a high-performing Customer Success team with deep subject matter expertise in Employee Share Plans.
Embed a performance-driven culture focused on accountability, client outcomes, and continuous improvement.
Implement structured development programs to upskill the team in client management, ESP compliance, and platform capabilities.
Risk, Compliance & Governance
Ensure all ESP services adhere to applicable legal, regulatory, and corporate governance standards.
Monitor industry and regulatory developments, adapting processes and client communication to ensure ongoing compliance.
Implement proactive risk management strategies to identify, mitigate, and resolve potential service or compliance risks.
Desired Skills and Experience
Skills and experience
Minimum 8–10 years' experience in financial services, corporate governance, or equity plan administration, with at least 3–5 years in a leadership or client-facing role.
Proven experience managing or advising on Employee Share Plans (e.g. RSUs, Options, Performance Rights) in a listed or unlisted company environment.
Strong understanding of Australian ESP regulatory frameworks (ASIC, ATO, Corporations Act) and equity plan compliance requirements.
Demonstrated success leading client relationships at a senior level, including issue resolution, retention, and account growth.
Experience overseeing the operational delivery of share plan services, including onboarding, administration, and reporting.
Strong leadership experience, with a track record of building and developing high-performing client service or operations teams.
Familiarity with share plan administration platforms and collaboration tools (e.g.JIRA, Confluence, Excel).
Desirable: Experience with global equity plans, trustee services, or working within a listed company or professional services firm.
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