Client Experience Manager

6 days ago

Brisbane Queensland Australia FACTION Consulting AUS Full time $80,000 - $120,000 per year

About Us

FACTION is a global integrated property consultancy firm with established offices in key locations in Australia and London. We are deliberatively disruptive and are proud to be different and challenge our industry. The real value of FACTION is our community and team.

The Role

FACTION is seeking a dynamic, highly motivated Client Experience Manager to oversee our growth and expand our market presence. You will be responsible for:

  • Client engagement, relationship building and creating opportunities
  • Business development which will be led through social media marketing, networking and customer engagement.
  • Playing a key role in driving Brand Awareness, growth and helping shape our future. You will serve as a key liaison between clients, executives, employees and stakeholders
  • Previous experience in drafting tenders an advantage
  • This role can be based in either Sydney, Melbourne or Brisbane and is a permanent full-time role.
  • National role reporting to Managing Director and location office Executive Directors

Objectives of role

  • Grow profitable revenue
  • Develop, implement and oversee FACTION's growth strategy and plan
  • Generate new leads through meetings, networking and other channels
  • Organise and plan our client functions/business development events

Data and Workflow (technology)

  • Improve the effectiveness of our CRM system HubSpot, data analytics and performance lead indicators etc to inform ROI and decision making.
  • Monitor client satisfaction
  • Track all business opportunities and tenders

Culture

  • Create a work winning culture within the business
  • Knowledge and intelligence
  • Increase knowledge of our clients or potential clients (individuals and companies)
  • Increase knowledge of market trends and future opportunities
  • Cultivate a detailed understanding of our products and proposition

Communication & coordination

  • Increase communication and collaboration with all staff on BD / CE activities in each location and nationally.

Relationships

  • Maintain and nurture existing relationships with clients
  • Maintain and update our client relationship management system
  • Organise activities to help staff and Directors to create and build relationships
  • Effective time management of individual in role and of other directors and staff in BD activities
  • Move at pace, energy and focus
  • Bring energy and proactive actions to our client engagement and business development activities
  • Create opportunities, not waiting for opportunities

Responsibilities

  • Promote FACTION's value proposition and services to clients and industry
  • Engage and update key stakeholders
  • Track local and international business trends
  • Prepare and present growth strategies & tactical plans
  • Research business opportunities and viable income streams

Skills & Qualifications/Preferred Qualifications

  • Previous business development / client relationship management experience
  • Proven networking skills
  • Organisational and problem-solving skills
  • Educational background in business, construction or marketing
  • Excellent communication skills for effective communication with clients, partners, colleagues and stakeholders
  • Strong negotiation skills
  • Good analytical and problem-solving skills
  • Ability to identify growth opportunities
  • Excellent organisational skills
  • Prior knowledge within Professional Services, Project Management, Construction or similar

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