Senior Client Service Manager

At FIT, we are in growth mode and have a number of exciting opportunities in the leadership space - this is just one of them!

LOCATION: Epping, VIC

About Us:

FIT Merchandising is a specialised sales solutions and merchandising company, providing support within Bunnings and the Independent Hardware Industry across Australia and New Zealand. Our friendly, supportive team culture embodies our core values and principles, representing who we are in the marketplace - our beliefs, our thinking, and the way we operate. These values and principles shape our interactions with our customers, clients and each other.

* Commitment – We are committed to our standards, culture, suppliers, and fellow team members.

* Authenticity – We act and communicate honestly and with integrity with fellow team members, suppliers, and key stakeholders.

* Growth – We achieve best practice standards to create a positive environment which fulfills the needs of the business, suppliers, community, and team

About your new role:

This is a fantastic opportunity to join the FIT Team as 1 of 2 Senior Client Service Managers reporting into our GM. This is a newly created senior management role which encompasses leading a team of Merchandisers across Victoria and Tasmania, whilst playing a pivotal role delighting and managing the expectations of our amazing clients with a national scope. If you are experienced in our world, self-motivated and have a passion for leading people and strengthening client relationships, we want to hear from you!

Here are some of the areas you will be involved in:

• Day-to-day management of field Merchandisers and Team Leaders

• Planning the resourcing needs of our workforce, including participating in recruitment and training

• Ensure we are delivering on client expectations including call quality and call cycle compliance

• Build and develop professional relationships with clients, field staff and support office staff including regular and consistent communication

• Actively contribute to maintaining strong relationships with clients by listening to understand their business, industry, objectives and more...

• Assist in the development and implementation of all field based and growth strategies (incl. market trends, industry developments, and client data for strategic decision-making and solutions)

• Identify areas for improvement and implement proactive measures (balanced with a commercial lens)

• Act as the first point of contact for client issues, coordinating with support teams for prompt resolution

• Keep people interested and accountable through measurable and achievable stretch targets and adopt real time praise

• Maintain a high level of customer satisfaction, and insist this of every team member

• Ensure an excellent customer service delivery process, focused on continual improvement and total customer satisfaction

• Clear, regular and transparent communications with senior management

• Ensure WH&S adherence across all areas of the business with a balanced focus on wellness

• Travel from time to time as required

About You:

• 5+ years experience in a Client Services, Account Management role (or similar)

• Retail/Hardware industry experience

• Excellent interpersonal and relationship building skills

• Clear and concise verbal and written communicator

• Strong problem-solving, negotiation and decision-making skills

• Experience in successfully managing up and having the courageous conversations

• Proven ability to work well under pressure, meet tight deadlines and deliver on promises

• Experience in utilisation of data insights to make informed decisions

• Strong people leader with experience in performance improvement/management

• High proficiency in Microsoft Office Suite and CRM software

• Experience in balancing supplier value add with a commercial mindset

• Proactive and solutions-focused

• Mentor and support a growth mindset within a team or 1:1

• Full Current Driver's Licence

Perks/Benefits:

• Be part of a Fun, Dynamic and Supportive team!

• Fully Maintained Company Vehicle + Fuel card + Laptop + Phone

• Training & Career Development Opportunities

• Generous discounts available via our employee portal (Gift cards, Cinema vouchers + more!)

Interested?

We hope so! To apply, please submit your application using the button below. Don’t delay, apply today!

For more information about us, please visit our website: or our Facebook and LinkedIn Pages: Fit Merchandising.

*Please note Lifting and Climbing Ladders is a requirement for this role*