Client Services Manager

The Client Services Manager is responsible for owning and developing Novated Choice’s employer relationships and ensuring employers and their employees receive a consistently high-quality experience.

The role brings together employer relationship management, client experience, employee engagement and account growth. It is responsible for successfully onboarding new employers, maintaining strong ongoing relationships and working with clients to increase employee awareness and participation in their novated leasing program.

The Client Services Manager acts as the key connection between the employer and Novated Choice, ensuring commitments are delivered, opportunities are identified and issues are resolved quickly.

Key Relationships

The Client Services Manager will work closely with:

• Employer clients and key decision-makers
• HR, Payroll and Finance stakeholders
• Employees and customers
• Chief Executive Officer
• Sales and customer experience teams
• Settlements and administration
• Finance and payroll
• Marketing and external partners

Key Responsibilities

Employer Relationship Management

• Own the day-to-day relationship with allocated employer clients.
• Lead the onboarding and implementation of new employer programs.
• Build strong relationships with HR, Payroll, Finance and key decision-makers.
• Develop engagement plans for key employer accounts.
• Conduct regular client reviews covering service, engagement and growth opportunities.
• Proactively manage client feedback, issues and service requirements.
• Maintain a strong focus on employer satisfaction and retention.
• Ensure Novated Choice continues to deliver against agreed employer commitments.

Employer & Employee Engagement

• Work with employers to increase awareness and participation in their novated leasing program.
• Coordinate employee communications, education, webinars, onsite activity and promotional campaigns.
• Develop an ongoing engagement calendar for key employer clients.
• Identify opportunities to generate additional employee enquiries and quotations.
• Work with marketing and sales to develop targeted employer activation campaigns.
• Monitor participation across employer accounts and identify opportunities requiring additional engagement.
• Promote the broader Novated Choice offering where relevant.

Client Experience

• Ensure employers and employees receive a responsive, professional and consistent experience.
• Coordinate internally to ensure enquiries, quotations, settlements and payroll requirements progress efficiently.
• Monitor service delivery against agreed standards and SLAs.
• Take ownership of escalated employer matters and coordinate their resolution.
• Identify recurring service issues and recommend improvements.
• Ensure client commitments are clearly communicated internally and delivered.
• Maintain regular communication with employers throughout the relationship.

Account Growth

• Develop account plans for key employer clients.
• Identify opportunities to increase employee participation and settlements within the existing portfolio.
• Maintain visibility of opportunities across allocated employer accounts.
• Monitor enquiries, quotations, conversion and settlements by employer.
• Identify opportunities for additional products and services where appropriate.
• Support employer retention and broader business growth initiatives.
• Identify opportunities for referrals and introductions through existing employer relationships.

Operational Coordination

• Work closely with Sales, Settlements, Finance and Administration to ensure effective delivery across the customer journey.
• Ensure employer payroll requirements, invoices and documentation are completed accurately and on time.
• Coordinate the resolution of outstanding employer and employee matters.
• Maintain accurate employer and customer information within the CRM and relevant business systems.
• Ensure agreed actions and client commitments are followed through.
• Support continuous improvement of employer onboarding and servicing processes.

Reporting & Insights

• Maintain clear visibility of employer activity and performance.
• Monitor participation, enquiries, quotations, conversion, settlements and revenue by employer.
• Provide regular updates to the CEO on employer performance, opportunities, risks and required actions.
• Identify trends across the employer portfolio and recommend appropriate actions.
• Use client feedback and performance data to improve engagement and customer experience.

What Success Looks Like

The Client Services Manager will be successful when:

• Employer relationships are strong, proactive and well managed.
• New employers are onboarded efficiently and professionally.
• Employers understand and actively support their Novated Choice program.
• Employees are regularly engaged and understand the benefits available to them.
• Participation within existing employer accounts continues to grow.
• Client commitments and service standards are consistently delivered.
• Issues are identified early and resolved quickly.
• Employer accounts have clear engagement and growth plans.
• Opportunities within the existing client portfolio are actively developed.
• Employers view Novated Choice as a trusted, responsive and proactive business partner.

Skills & Experience

Essential

• Experience in client relationship management, account management, customer success or a similar client-facing role.
• Strong stakeholder management capability.
• Confidence engaging with HR, Payroll, Finance and senior client stakeholders.
• Strong customer service and problem-solving skills.
• Commercial awareness and the ability to identify account growth opportunities.
• Excellent written and verbal communication skills.
• Strong organisation, prioritisation and follow-through.
• Ability to manage multiple client relationships and competing priorities.
• Experience working with CRM and customer management systems.
• Strong working knowledge of Microsoft Office.