Client Experience Manager

Role overview

First Focus is hiring a Client Experience Manager to shape how customers experience the business across its delivery teams. The aim is not to react to individual tickets in isolation, but to improve the full customer journey so interactions feel easier, quicker, more reliable and more proactive.

This position focuses on turning customer feedback and operational insight into practical changes that improve outcomes. You will help define the customer experience approach, identify the biggest friction points, and make sure improvements influence day-to-day decisions and support a strong customer-first mindset.

The business describes its target experience as “Super-Green” — meaning the service should be easy, fast, consistent and keep customers informed throughout.

This is a cross-functional role reporting to the Chief Experience Officer. You will not directly manage delivery teams, but you will be expected to influence priorities, keep teams accountable for customer outcomes, and bring ideas for improving the way the role operates.

About First Focus

First Focus is a growing technology services business with close to 500 employees across Australia, New Zealand and the Philippines. It has been recognised as Australia’s top-ranked mid-market MSP by Cloudtango for nine consecutive years.

The company has spent more than 15 years building a stable and trusted organisation that continues to grow. It describes its culture as one where capable people are trusted to do their work well, supported by leadership, given room to develop, and not weighed down by unnecessary workplace theatre.

The core values highlighted for the business are: Wow the Customer, Be the Solution, and Never Stop Growing.

Key responsibilities

• Act as the customer advocate by translating feedback and insight into concrete improvements across the business.
• Review the customer journey to pinpoint moments where customers face extra effort, delays or frustration, then work to remove those pain points.
• Lead customer experience improvement efforts in partnership with delivery teams, helping enhance products, processes and service delivery.
• Promote a customer-first culture by guiding leaders and teams to think about customer impact in everyday decisions, aligned to the Super-Green standard.
• Build customer experience capability through training, coaching and hands-on guidance that helps delivery teams deliver stronger customer outcomes.
• Prepare customer experience analysis and reporting, spot trends, measure improvement, and recommend the most important actions to pursue next.

Experience and requirements

• At least 5 years of experience in customer experience, customer success, Voice of Customer / CSAT programs, or a similar customer advocacy function.
• Exposure to the IT sector is useful, and experience in or with an MSP is considered an advantage.
• Demonstrated ability to influence results across teams without having direct authority, from frontline staff through to leadership.
• Practical experience with customer journey mapping and identifying critical moments in the customer lifecycle.
• Confidence turning both qualitative and quantitative feedback into a clear set of priorities and actions.
• Experience supporting operational or technical teams to improve customer experience through coaching, training or practical advice.
• Strong communication skills with the ability to explain customer issues in a way that resonates with both delivery teams and executives.
• A builder mentality, with the initiative to help shape the role rather than simply follow a fixed process.

Benefits

• Competitive compensation package of up to $160,000 plus superannuation and other benefits.
• Flexible hybrid working to support work-life balance.
• Free access to Uprise, including one-on-one coaching with qualified psychologists or counsellors.
• Study support through the Never Stop Growing program, including 10 paid study days each year, exam fees covered, and salary increases for certifications, subject to conditions.
• Access to internal training resources and a learning library.
• FastTrack mentoring support.
• MAD (Making A Difference Council) focused on equality, charity and the environment.
• Tesla company car option, subject to conditions.
• Regular social events and a strong team culture.

Additional information

First Focus welcomes applications from neurodiverse candidates and encourages disclosure so that a copy of its Neurodiversity Statement can be shared, outlining flexible options to help candidates present their skills effectively.

The company also uses AI-assisted recruitment tools during hiring. These tools support the process but do not make hiring decisions. Candidate information is handled under the Privacy Act 1988 (Cth).

Location

This is an onsite role based in Mascot, New South Wales, Australia.