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Client Advocate Team Lead

2 weeks ago

Sydney, New South Wales, Australia We Are Charlotte Full time

**Description**:
We Are Charlotte is partnering with Rethink Investing to have their first ever Client Advocate Team Lead

Rethink Investing, a market leading brand within the Rethink Group, is renowned for its holistic and strategic approach to property investments. As pioneers in property strategy, we have earned the trust of our clients and established a reputation for innovation and excellence.

Our commitment to a solution-focused mindset and flexibility allow us to push the boundaries of the industry by embracing cutting-edge strategies and technologies. We prioritise building strong relationships and collaboration to achieve our goals.

We're seeking passionate and driven individuals to help us reshape the future of property investments. If you want to be part of a trusted, forward-thinking brand at the forefront of property investment, join us at Rethink Investing

**Purpose of the Role**:
As our Client Advocate Team Lead, you will drive exceptional client engagement and service excellence, leading initiatives that strengthen relationships and deliver impactful outcomes.

Your role is pivotal in shaping our customer success framework, optimising client-facing processes, and fostering continuous improvement to enhance service delivery and satisfaction.

We're seeking a dynamic individual with strong leadership skills, a passion for innovation, and a proven ability to build and nurture high-performing teams in a client-focused environment.

**Key Responsibilities**
- Shaping the client experience by designing a customer success framework that redefines client connections and support.
- Being a client advocate by improving the client journey, resolving challenges, and making interactions memorable.
- Leading an inspiring team by coaching and empowering Buyers Advocates to deliver their best.
- Driving growth by creating strategies that build client loyalty, boost retention, and uncover growth opportunities.
- Working as one team by collaborating with the growth team and other departments to deliver seamless, client-focused solutions.
- Improving services by using insights and feedback to streamline processes, tackle inefficiencies, and set new benchmarks for success.

The role offers flexible working arrangements with a hybrid model, including two days working from home. You will report directly to the Operations Manager and collaborate with other leaders in the business.

**About You**:
To be successful in this role, you should possess:

- Proven leadership experience in customer success or client service, ideally in a sales-driven environment.
- Strong background in managing relationships, resolving complaints, and improving customer satisfaction.
- Experience designing and implementing customer success frameworks that align with Rethink Investing goals.
- Ability to coach and mentor client-facing teams.
- Proficiency in CRM tools, data analysis, and KPI tracking to drive actionable insights.
- Strong problem-solving abilities, especially in handling escalations.
- Strong strategic thinking and the ability to shape new processes and drive change. Ability to collaborate across teams and align customer success with business objectives.

**Nice to Haves**
- Knowledge of the real estate, property investment, or related sectors.
- Expertise in process improvement, operational optimisation, and project management tools. Familiarity with sales and revenue alignment, achieving KPIs like referral rates and upsell success.

If you're passionate about a creativity-driven environment and ready to bring your skills to our growth journey, we want to hear from you.

**Why Choose Rethink?**:

- Engage in challenging and exciting projects across our portfolio of 8 brands.
- Join Australia's best commercial buyer's agency and help us continue to pioneer innovation in the industry.
- Thrive in a team that continuously pushes boundaries and embraces cutting-edge strategies and technologies.
- Benefit from strong mentorship and development, with opportunities to collaborate with some of the most talented professionals in the industry.
- Enjoy flexible working arrangements.
- Friday afternoon socials with the team
- Company events and team days.

**Our Commitment to Diversity, Equity, and Inclusion**

**Check Us Out**

**About We Are Charlotte**:
We are Charlotte is a people, talent and culture specialist.

Embedded within your business, we bring our collective experience to provide a tailored approach across the employee life cycle.

We work with ambition, insight and heart, partnering with those who want to drive strategic growth - and who value the impact that every individual can make.

We don't see humans as resources. We see people.

We are Charlotte. Good people at work.