Client Relationship Manager
wilson groupWilson (NC)
About the role
About Us:
Wilson Parking is Australia's leading parking operator, managing the nation's largest parking portfolio. With industry-leading technology, award-winning customer service and a commitment to innovation, we support millions of parking customers across Australia. As we continue to evolve and modernise our customer servicing model, we're looking for an experienced stakeholder and transformation professional to help drive that change. Why Join Wilson? 12-month full-time fixed-term opportunity Free parking at all Wilson Parking sites Competitive salary package Work directly with senior leaders Lead meaningful transformation initiatives Be part of a business investing in customer experience and operational excellence Career development opportunities across the Wilson Group This Is Not a Traditional Account Manager Role You'll build relationships. You'll manage complaints. You'll handle escalations. But that's not the reason this role exists. The reason this role exists is to identify why customers escape, why landlord expectations vary, why teams are spending time on manual activities and where opportunities exist to improve how we operate. We're looking for someone who can both manage the immediate issue and fix the underlying problem.
What You'll Be Doing:
Owning Key Customer Relationships You'll become the primary point of contact for landlords and tenants across a portfolio of managed sites, ensuring issues are addressed quickly and professionally. Managing High-Level Escalations You'll work directly with customers, landlords and internal stakeholders to resolve complex issues before they reach senior leadership. You'll identify inefficiencies, recurring issues and manual workarounds and develop practical solutions that improve service delivery. Leading Transformation Initiatives From reporting automation through to servicing model redesign and customer experience improvements, you'll play a key role in shaping how Wilson supports this customer group in the future. Influencing Across the Business Success in this role requires strong stakeholder management. You'll partner with Operations, Commercial, Sales, Finance and Customer Contact teams to drive outcomes and implement change. What We Need To See Experience managing customer, client or stakeholder relationships Strong complaint resolution and escalation management skills Demonstrated process improvement or transformation experience Confidence influencing stakeholders at multiple levels Ability to analyse data and identify improvement opportunities Experience developing business cases, recommendations or operational improvements Strong written and verbal communication skills Experience with CRM platforms, reporting tools or operational systems Highly Regarded Project or program management experience Experience driving adoption of new systems or processes Why This Role Is Worth Your Time This is a role with genuine influence. You'll have visibility across Wilson Parking, direct exposure to senior stakeholders and the opportunity to shape how one of Australia's best-known parking operators services a critical customer group. You'll leave the role having improved customer outcomes, reduced operational inefficiencies and delivered lasting change to the business.
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