ABOUT WILSON:
As one of the largest providers of security services in Australia and New Zealand, our valued employees are supported by a highly experienced management team, industry-leading expertise, and a strong local and national infrastructure operating 24 hours a day.
Our vision is to be the most trusted provider of integrated security solutions, and our purpose is to build a safer future for everyone. Wilson Security operates across a wide range of sectors and is committed to shaping the future of security through innovative and sustainable solutions that create enduring value for our people, customers, and the communities we serve.
Wilson Security’s journey towards a more sustainable and responsible future is brought to life through our core values of Care, Innovation, Accountability, and Integrity, underpinned by the principles of ESG excellence.
About the role:
- Barton, ACT, working location
- Competitive Salary
- Company vehicle
- Full-time permanent role
- Ex-public servant, government or defence experience will be highly desirable.
As our Client Relationship Manager, you'll be responsible for building and strengthening long-term partnerships with key clients across the ACT. Acting as a trusted adviser, you'll take the time to understand each client's business, strategic priorities and evolving security challenges, ensuring Wilson Security continues to deliver exceptional value.
Working closely with our operational teams, you'll provide strategic account leadership, foster executive-level relationships, identify opportunities to enhance and grow client partnerships, and champion outstanding customer outcomes. While day-to-day service delivery is managed by our operations teams, you'll provide strategic oversight, guide account direction and act as the senior escalation point to ensure long-term client satisfaction and commercial success.
Key Duties include:
- Build and maintain strong, trusted relationships with key client stakeholders across your portfolio.
- Develop strategic account plans aligned with client objectives and Wilson Security's capabilities.
- Lead executive business reviews, governance meetings and strategic client engagements.
- Act as the voice of the client internally, ensuring expectations and priorities are understood and delivered.
- Monitor client satisfaction, proactively resolve issues and drive long-term client retention.
- Identify opportunities to grow existing accounts through value-added solutions, innovation and cross-functional services.
- Support contract renewals, negotiations and account growth while delivering sustainable commercial outcomes.
- Collaborate with operational teams to ensure strategic commitments are achieved while day-to-day service delivery remains with operations.
- Identify and manage commercial, contractual and reputational risks, escalating issues where required.
- Prepare strategic reports and provide insights on account performance, client sentiment and future opportunities.
- Work closely with internal stakeholders to deliver exceptional client outcomes and strengthen Wilson Security's position as a trusted security partner.
- Stay informed on industry trends and emerging client needs to drive continuous improvement and innovation.
Skills and requirements:
- Proven experience managing large, complex client contracts or strategic accounts.
- Previous experience within the security industry is highly regarded but not essential.
- Ex-public servant, government or defence experience will be highly desirable.
- Demonstrated leadership experience with the ability to influence and build strong stakeholder relationships.
- Excellent communication and relationship management skills, with the ability to engage at all levels.
- Strong commercial, organisational and time management skills, with exceptional attention to detail.
- High level of computer literacy and proficiency with Microsoft Office and CRM systems.
- Ability to manage sensitive information with professionalism, integrity and confidentiality.
Requirements
- Current Australian Driver's Licence.
- Current NV1 or NV2 Security Clearance is highly desirable.
Master Licence: 17502272