Client Experience Manager

Are you passionate about delivering outstanding client experiences and ready to take your career to the next level? We’re recruiting for an exciting opportunity with a highly respected Integrated Professional Services firm based in Melbourne’s inner eastern suburbs. With a strong reputation across accounting, financial planning, lending & finance, and legal services, this firm is known for delivering exceptional results and building long-lasting client relationships.

As the Client Experience Manager, you’ll be at the forefront of shaping the client journey—ensuring every interaction is smooth, engaging, and reflects the firm’s commitment to excellence. This pivotal role focuses on streamlining service delivery, enhancing client satisfaction, and embedding a ‘client-first’ culture throughout the organisation.

Reporting directly to the CEO and managing your own portfolio of clients, your key responsibilities will include (but are not limited to):

• Monitoring and responding to client emails, Teams messages, and phone calls

• Managing client escalations and complex service issues

• Overseeing client onboarding and conducting engagement follow-ups

• Supporting Account Managers with tracking outstanding client requests

• Ensuring timely delivery of reports and documentation to clients

• Handling incoming and outgoing email and mail correspondence

• Designing and implementing client appreciation initiatives

What we’re looking for:

• Outstanding customer relationship skills

• Solid experience in professional services (ideally accounting)

• Excellent organisational and task management abilities

• Strong attention to detail

• Effective problem-solving skills

• High emotional intelligence and resilience

• Proficiency in Office 365 and accounting-related software

• A flexible and adaptable approach

This is a full-time, on-site role based in a modern and collaborative office environment. You’ll enjoy a supportive workplace where your expertise is valued, your growth is encouraged, and professional development is actively supported, and a role where you can make a tangible impact.

On-site parking is included, and an attractive salary package is on offer for the right candidate.

Ready to elevate the client experience? Click ‘Apply Now’ to submit your resume and cover letter. For a confidential discussion, contact Vivian Meloni from Complete Recruitment Matters on 0438 001 ***.