Onboarding Specialist

We're working with a fast-growing eCommerce business that's scaling its client success function and needs someone to own it properly, not just manage it.

You'll be the single point of accountability for the entire client experience, from onboarding through every stage of the client journey to renewal. That means owning outcomes, not just activity, and making sure nothing slips through the cracks.

If you're someone who thrives on structure, hates ambiguity and wants a role where your decisions genuinely move the needle on retention and client outcomes, this is worth a serious look.

What you'll own:

• The full client journey — onboarding, delivery, progression through client levels and renewals, with clear standards enforced at every stage
• Leadership and coaching of Account Managers, Store Development and Support teams, including weekly scorecard reviews, performance check-ins and SOP development
• Retention and churn strategy, identifying at-risk clients early and running structured intervention plans rather than reactive firefighting
• Store Development oversight, auditing build quality and coordinating communication between AMs, developers and clients
• Support channel quality — response times, tone and resolution standards across email and chat, with regular audits
• Escalations, refunds and risk management, acting as the central point of contact for complaints and high-stakes client situations
• Reporting on CS KPIs, churn indicators and delivery quality, and briefing leadership on patterns and recommended improvements
• Cross-functional collaboration with Product, Sales, Marketing and Ops where client experience is impacted

What we're looking for:

• Proven experience leading a Client Success, Customer Experience or Operations function, ideally managing other managers rather than a single team
• A systems-first mindset — you build structure and process rather than relying on individual effort to hold things together
• Confidence handling escalations and refund situations with clarity and authority, staying calm under pressure
• Strong data literacy — comfortable owning KPIs and retention metrics — balanced with genuinely good people leadership skills
• Background in eCommerce, coaching, education or subscription/membership-based businesses is a strong plus
• A track record of reducing churn and improving delivery consistency in a fast-paced or high-growth environment

Please send a detailed CV into dylan@talentdrecruitment.com.au