Client Experience/Marketing Manager

About Us

Are you ready to join a dynamic, innovative and forward-thinking Accounting firm? BG Private is a proud AFR Top 50 Accounting Firm with a presence in both Melbourne and Sydney. Recognised as a leading practice, we are committed to excellence and client satisfaction, helping over 7,000 clients achieve their personal and business goals.  With a team of 16 Partners and 110 staff, our culture is built on fostering growth, innovation and collaboration while creating a work environment where people can truly thrive.

Why Work With Us

• Innovative Culture: We embrace modern work practices and continuously strive to offer cutting-edge solutions to our clients.
• Collaborative Environment: Be part of a supportive team where your ideas and contributions are valued.
• Career Growth: We are committed to helping our people achieve their professional and personal goals.
• Work-Life Balance: A fulfilling career and a balanced lifestyle are important to us.
• Industry Recognition: As part of a Top 50 AFR accounting firm, you'll be working with some of the best in the business.

Our Benefits

• Hybrid and flexible workplace
• BG Skills Academy to fast track your professional development journey
• Monthly social club functions
• Open bar on Fridays
• Regular in-house morning teas
• Gym membership discounts
• Financial support to complete further postgraduate studies
• Annual flu vaccinations
• Employee assistance, health and wellbeing programs
• Reimbursed all day car parking
• Open access to partners

About The Role

We're looking for a Client Experience and Marketing Manager who is passionate about putting clients first and bringing their voices into every decision we make.

In this hands-on and strategic role, you'll design, embed and continually evolve our client experience, while also taking ownership of key marketing maintenance functions. You'll have the opportunity to shape strategy, drive adoption across the business and ensure great ideas turn into meaningful, everyday experiences for our clients.

If you're optimistic, creative and thrive in roles where strategy meets execution, we'd love to hear from you.

Responsibilities will include:

• Drive adoption of client service standards to deliver a consistent, high-quality client experience across the full client lifecycle.
• Design and improve divisional and cross-divisional client journeys.
• Define and embed client service KPIs into performance frameworks.
• Design and coordinate client service, soft skills and onboarding training programs.
• Analyse client feedback, trends and best practices to identify improvement opportunities.
• Establish and manage client service mentoring and champion programs.
• Act as a trusted advisor to Partners and Leadership, aligning client experience initiatives with commercial and strategic objectives.
• Create and manage content across newsletters, social media, website and internal communications.
• Provide marketing support for firm events and oversee graphic design workflows, website management, database communications and social media channels.

What we are looking for

• Proven experience in a Client Experience, Client Service or Service Design role within a professional services environment (e.g. accounting, legal, consulting, financial services).

• Strong understanding of client journeys, service design and CX measurement (NPS, CSAT etc).

• Experience implementing or improving CRM systems in a professional services context.

• A tertiary qualification in service design, marketing, communications or other comparable qualification.

• Strong analytical skills with the ability to turn data and feedback into meaningful action.

• A background in training, coaching or learning & development.

• Experience supporting business development and driving change.

• Excellent project management and stakeholder management skills.

• Excellent written and verbal communication skills.

• Experience with digital platforms (eg. Microsoft PPT, WordPress, MailChimp, SurveyMonkey, Canva, Adobe Illustrator, Google Ads, Meta Ads, Facebook, Instagram, LinkedIn, YouTube)

How to apply

If you're ready to take your career to the next level and make a real impact, apply today  Click on the "apply" button below.

BG Private…For Today, Tomorrow & Beyond.