Truganina, Melbourne VIC | Full-time | Onsite Lead client partnerships. Build a high-performing team. Shape the future of our client service function. We're looking for an experienced Senior Client Service Manage
r to lead a key client service stream within our Truganina operation.
This is a broad leadership role for someone who can bring together client relationships, people leadership, commercial thinking and operational delivery. You'll lead and develop a team of Client Service Managers and Executives, take ownership of performance across multiple client accounts and work closely with operational leaders to ensure we consistently deliver for our clients.
Importantly, this role isn't just about managing today. You'll help us build the capability, structure and processes required to support future client and business growth.
What you'll be responsible for Lead our client partnerships
- Build trusted relationships with key and strategic clients and act as a senior escalation point.
- Lead regular business reviews and joint planning with clients.
- Drive client satisfaction, retention and contract renewals.
- Identify opportunities to create additional value and grow existing client partnerships.
- Support new business opportunities and lead successful onboarding and go-live activity.
Lead and develop the team
- Lead, coach and develop a team of Client Service Managers and Executives.
- Create clear accountability for client portfolios and performance.
- Build capability through regular coaching, development planning and performance conversations.
- Create a culture of ownership, collaboration and continuous improvement.
- Build succession and capability across the team to support future growth.
Own commercial performance
- Take accountability for revenue, gross margin and profitability across your client stream.
- Manage pricing reviews, rate cards, quotations and annual rate increases.
- Partner with Finance on budgeting and forecasting.
- Ensure accurate billing and commercial compliance while proactively identifying risk and opportunity.
- Develop business cases for new services, resources, systems and investment opportunities.
Drive operational excellence
- Partner closely with Warehouse Operations to translate client requirements into effective operational delivery.
- Establish clear reporting, scorecards and performance rhythms.
- Lead root-cause analysis and sustainable improvement following service issues.
- Drive improvements across processes, reporting, systems and automation.
- Plan ahead for changing client volumes, resources and capability requirements.
What you'll bring
You'll be a commercially minded client leader who is comfortable moving between senior client conversations, team leadership, financial performance and operational problem solving.
Ideally, you'll bring:
- 5+ years' experience across client service, account management or operations within 3PL, logistics, fulfilment or a related environment.
- At least 2-3 years' experience leading and developing a team.
- Experience managing multiple clients or portfolios with P&L or gross margin accountability.
- Strong commercial capability across pricing, budgeting, forecasting and business case development.
- Confidence working with senior clients and internal leaders.
- Experience with workforce planning, recruitment, onboarding and succession.
- Experience leading client implementations, onboarding or change initiatives through to go-live.
- Strong analytical and problem-solving capability.
- Advanced Microsoft Excel and PowerPoint skills, ideally complemented by experience with WMS and reporting tools.
- Clear, confident written and verbal communication skills.
Why this opportunity? This is an opportunity to step into a role with genuine breadth and influence.
You'll have the opportunity to shape how your client stream operates, develop the people around you and work closely with senior operational and business leaders to improve performance and prepare for future growth. The role has visibility across client experience, commercial performance, operations, systems and people, making it well suited to someone who enjoys seeing the bigger picture while remaining close to delivery.
If you're an experienced 3PL, logistics or fulfilment leader who enjoys building strong client partnerships, developing people and improving commercial and operational outcomes, we'd love to hear from you.
Apply now to join The Consortium Clemenger team in Truganina. Important Notes:
- Candidates must have existing working rights in Australia.
- We are hiring directly; agencies need not apply.
- ID and Right to Work Checks will be completed. A Police Check may be required.