Job details

Client Service Manager

Company Description

CGL – Retail Services is the retail marketing division of the Clemenger Group. With our two market-leading brands, Creative Activation and Clemenger Field Marketing, we offer unparalleled Sales growth for our clients via merchandising, sales teams, brand promoters, store trainers, mystery shopping and auditing.

Clemenger Group is an endorsed Work180 employer of choice, recognised for our commitment to helping women thrive by raising workplace standards.

Job Description

About the Role

Joining the Customer Experience (CX) team and reporting to the Account Director, you will apply your knowledge of the CX industry to deliver continued growth of our major retail accounts.

As Account Manager you will be required to build strong relationships with new and existing clients where you will be responsible for the development and delivery of strategic program objectives achieving service level agreements and financial targets. You will be accountable for identifying opportunities to improve our commercial value through service offer expansion, actionable insights and customer experience solutions aligned to our client partners’ strategic focuses.

The main responsibilities will be:

Manage the day-to-day relationship with the client delivering program specific strategic priorities and communicate and drive them through the business
Identify new and emerging opportunities with existing accounts and new clients
Manage campaigns from concept to execution
Develop and communicate analysis of program insights
Manage all programs within budget and prepare monthly invoices
Conduct analysis of competitor activity
Demonstrate leadership capabilities and embed an outcome focused mindset within the team and internal stakeholders

Key requirements and personality traits

A demonstrated experience in the account management of a national client base or brand
A background delivering a CX program, brand strategy or service solution either directly for a brand or as a third-party supplier
Proven ability to identify, interpret and analyse data to deliver actionable insights
Ability to think strategically and identify information relevant to key decision makers supporting their decisions
Proven ability to make commercial decisions which result in positive outcomes for the business
Practical knowledge of sales function and budget control
Experience in managing and influencing major accounts dealing with senior stakeholders
Demonstrated effective communication across all levels of the business
An understanding of retail operations and its impact on the customer experience would be an advantage
Ability to use Microsoft suite at a high level specifically Excel & PowerPoint

Benefits:

Flexible hybrid working | 4 days in office, 1 work from home
$90,000-$100,000 (Including Superannuation)
Fantastic agency office culture and facilities
Specialty coffee and snacks daily as well as a stocked bar for end of week drinks
Regular team catch-ups and occasional interstate travel
Great company culture with individual professional development pathways

Interested?

If you'd like to join a fast-moving organisation that achieves extraordinary results, please submit your application by clicking on the 'Apply' button. Only succesful aplcaints will be contacted for interview stage.

Average salary estimate

$95000 / YEARLY (est.)

min

max

$90000K

$100000K

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What You Should Know About Client Service Manager, CGLRS

As a Client Service Manager at CGL – Retail Services in Melbourne, VIC, you'll be stepping into a vital role within our Customer Experience (CX) team. Reporting to the Account Director, you’ll put your CX industry know-how to work, fostering the growth of our major retail accounts. Here, your knack for relationship building will shine—you'll engage both new and existing clients, crafting and delivering strategic program objectives to meet service level agreements and financial targets. Your day will be filled with exciting challenges as you identify opportunities to enhance our commercial value through expanding service offers and providing actionable insights, all aligned with our clients’ strategic goals. You'll manage campaigns from conception to execution while keeping a close eye on budgets and preparing monthly invoices. Analyzing competitor activity and demonstrating leadership within the team are crucial parts of this role, as is communicating effectively across all business levels. We’re looking for a dynamic individual who has a background in account management, experience in delivering CX programs or brand strategies, and a strategic mindset. You’ll thrive in our supportive, growth-oriented culture that prioritizes flexibility with a hybrid working model—four days in-office and one from home. With a competitive salary range of $90,000-$100,000 (including superannuation) and a vibrant agency culture, this is your chance to make a significant impact and grow your career with us.

Frequently Asked Questions (FAQs) for Client Service Manager Role at CGLRS

What are the responsibilities of a Client Service Manager at CGL – Retail Services?

As a Client Service Manager at CGL – Retail Services, your responsibilities include managing day-to-day client relationships, overseeing program-specific strategic priorities, and ensuring campaigns are executed flawlessly from start to finish. You'll need to identify new opportunities within existing accounts and new clients while delivering actionable insights and managing budget constraints. This role is pivotal in fostering growth within major retail accounts, making effective communication and relationship-building skills essential.