Digital Client Services Team Lead

The Recruitment Alternative – Melbourne VIC

• Lead a talented team - Develop people, foster collaboration and build a high-performing, customer-focused culture.
• Drive complex digital projects - Lead digital, data and customer communication projects from planning through to successful delivery.
• Build trusted partnerships - Work closely with key clients and technical specialists to deliver exceptional outcomes.
• Lead a talented team - Develop people, foster collaboration and build a high-performing, customer-focused culture.
• Drive complex digital projects - Lead digital, data and customer communication projects from planning through to successful delivery.
• Build trusted partnerships - Work closely with key clients and technical specialists to deliver exceptional outcomes.

About our Client

Our client helps organisations build stronger customer relationships through innovative digital, data and communication solutions. For more than three decades, they have partnered with leading organisations across Australia, delivering customer communication, engagement and technology projects that create measurable business value.

They are seeking an experienced Digital Client Services Team Lead to lead their client services function, strengthen client relationships and ensure the successful delivery of complex projects. This is a hands-on technical leadership role for someone who enjoys leading people, solving problems, building trusted partnerships and collaborating with technical specialists to deliver exceptional outcomes.

Your Role

You will lead a small team responsible for delivering digital, data and customer communication projects while working closely with some of our most important clients.

Beyond managing timelines and deliverables, you will create an environment where people can perform at their best, clients feel supported and technical teams can deliver effective solutions.

You will work closely with SQL Analyst Programmers, Web Developers, Production Analysts and our IT Infrastructure & Systems Administrator to translate client requirements into practical and successful business outcomes.

Through your leadership, you will help ensure every project is delivered with professionalism, accountability, accuracy and a strong customer focus.

What You'll Do:

Core Responsibilities – Technical Collaboration & Solution Delivery

• Develop a strong understanding of the client's platforms, systems and services.
• Work closely with our technical specialists to deliver successful project outcomes.
• Support solution reviews, implementation planning and deployment activities.
• Identify business and technical risks and assist in developing effective solutions.
• Ensure client objectives and technical outcomes remain aligned throughout delivery.

Team Leadership

• Lead and develop the Digital Client Services Team.
• Foster a collaborative, accountable and customer-focused culture.
• Manage workloads, priorities and resources across multiple client projects.

Client & Project Delivery

• Lead the delivery of complex digital, data and communication projects.
• Gather and clarify client requirements and translate them into actionable technical briefs.
• Monitor timelines, budgets, dependencies and project milestones.
• Build trusted relationships with clients and stakeholders.
• Facilitate meetings, workshops, presentations and project reviews.
• Act as a key escalation point for project and client-related issues.

Continuous Improvement & Strategic Contribution

• Improve service delivery processes, workflows and operational efficiency.
• Contribute to strategic planning, forecasting and business improvement initiatives.

What You'll Bring

• Experience leading, coaching and developing teams.
• Experience managing multiple client projects in a fast-paced environment.
• Strong project planning, scheduling and resource management skills.
• Experience tracking budgets, timelines, risks and delivery outcomes.
• Understanding software implementation, testing and deployment processes.
• Excellent communication and relationship-building skills.
• Experience working with senior stakeholders and key client contacts.
• Strong negotiation, issue resolution and escalation management capability.
• Experience within digital services, technology solutions, customer communications or project delivery environments.
• Ability to work effectively with database developers, analysts and technical specialists.
• Understanding databases, web applications and client-facing digital solutions.
• Ability to explain technical concepts to non-technical audiences.
• Strong analytical thinking and attention to detail.
• Tertiary Qualifications in Information Technology, Information Systems or a related discipline.
• 3 years' experience demonstrating leadership, client management and technical project delivery capability.

Why Join?

You will join a collaborative organisation where people are trusted to take ownership, contribute ideas and make a genuine impact. This role offers the opportunity to lead a talented team, work on diverse projects, influence strategic initiatives and help shape the future of our client service function.

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