Client Experience Manager

About us

ACS Property Services is a leading cleaning service provider across Australia, committed to excellence. Founded in 2007, our national footprint now spans 1000+ client sites and employs over 800 staff.

About the role

At ACS, we don't just deliver services—we build partnerships grounded in trust, transparency, and shared success. As a values-driven organisation, we are seeking a highly organised and client-focused Client Experience Manager to be the bridge between our clients, operational teams, and the wider business.

In this pivotal role, you'll take ownership of the client journey—from onboarding to ongoing satisfaction and retention. You'll champion our values of One Team One Family, Always Innovating, and Customer Centric, embedding them into every touchpoint.

Salary: $90-115k pa, plus super and bonus

Location: ACS HQ is currently based in Mulgrave, with plans to move to a new office in South Melbourne in late 2025. Please note, this is an onsite role, Monday to Friday, 9am-5pm.

What you'll be doing

Client Relations & Experience

• Oversee client support operations, service reporting, and continuous improvement
• Deliver smooth client onboarding and proactive service support
• Manage incoming operations calls and respond to client requests
• Implement and track NPS and other feedback tools to capture client sentiment

Retention & Growth

• Identify cross-sell and upsell opportunities in collaboration with Business Development
• Partner with State Managers and CSMs to reduce churn and ensure renewal success
• Generate insights on client satisfaction, risks, and service trends

Processes, Strategy & Improvement

• Standardise the ACS Client Experience Playbook
• Support strategic initiatives (e.g., ESG, Indigenous partnerships, community programs)
• Manage our digital platform (ACS Connect) to streamline interactions between client and operational service delivery

Reporting & Compliance

• Prepare branded service performance reports aligned to contracts
• Monitor client satisfaction metrics, compliance data, and response times
• Manage sub-contractor onboarding, insurance compliance and documentation via Lucidity
• Support annual ISO audits and internal OH&S compliance reviews

What you'll bring

• Tertiary qualification in business or 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
• Commitment to full-time onsite work, with ongoing work rights in Australia and annual police check compliance

What's in it for you?

• Purpose with impact – Be a key voice in shaping client relationships and driving operational excellence across the business.
• Supportive, values-driven culture – Join a team that lives by "One Team One Family," where your contribution truly matters.
• Room to grow – Ability to craft this newly created role and be involved in cross-functional projects.
• Tools that work for you – Opportunity to further develop platforms like ACS Connect to deliver smarter, faster, more human-centred service.
• Make your mark – Play a lead role in initiatives that go beyond business, including ESG, community, and partnership programs.

Ready to join us?

If you are someone who believes that exceptional customer service should be a standard for every business, values teamwork, and shares our commitment to excellence, we want to hear from you Join us in bringing total peace of mind for our valued clients across Australia.

To apply, please submit your resume outlining your experience and why you would be a great fit for our team. We look forward to welcoming you aboard

At ACS, we embrace a diverse and inclusive workforce, welcoming the varied life experiences and perspectives of employees, irrespective of age, gender, ethnicity, religion, cultural background, disability or sexual orientation. Indigenous Australians, Torres Strait Islander people and minority groups are encouraged to apply.