Senior Manager Customer Engagement

  • Australia
  • Sydney
  • Permanent
  • AU$160000 - AU$170000 per annum + (flexible) + bonus

Talent International has partnered with a major Australian organisation operating within a highly regulated, customer-focused environment.

As the organisation continues to strengthen its approach to premium customer engagement, they are creating a key leadership position to improve how sensitive customer and compliance requirements are managed. This is a highly visible role with strong executive sponsorship and genuine opportunity to shape a growing function.

The role

As Senior Manager – Customer Engagement, you will take ownership of the engagement strategy for a portfolio of premium customers who require additional information or documentation before their relationship with the organisation can be reactivated.

This is not a traditional compliance or back-office leadership position. You will be highly customer-facing, personally building relationships with sophisticated customers and helping them navigate requirements relating to source of wealth, AMLAML and other regulatory obligations.

You will lead an initial team of two Analysts while remaining hands-on yourself. As a newly established function, there is significant scope to influence the strategy, establish best practice and make the role your own as the team grows.

Key responsibilities

  • Own and develop the customer engagement strategy for premium and high-value customers.
  • Personally engage with customers via phone, email and face-to-face meetings to obtain required information and documentation.
  • Build trust and explain complex or sensitive regulatory requirements in a clear, confident and customer-friendly way.
  • Manage challenging conversations and objections while maintaining strong customer relationships.
  • Lead, support and develop a small team of Analysts, while remaining actively involved in customer engagement.
  • Act as a senior escalation point for complex customer matters and work closely with Premium Risk, AMLAML and Financial Crime teams.
  • Oversee customer reactivation activity, ensuring cases progress effectively from initial engagement through to completion.
  • Provide reporting and insights on engagement activity, outcomes and emerging issues.
  • Help establish processes, standards and ways of working for a newly created and growing function.

Skills and experience

We are looking for someone who combines exceptional relationship management skills with experience working in a regulated environment.

You will ideally bring:

  • Strong customer-facing, relationship management, guest relations or premium client experience.
  • Previous experience within a regulated industry such as banking, financial services, gaming, wagering or another highly regulated customer environment.
  • Exposure to AMLAML, financial crime, KYCKYC, source of wealth or similar compliance requirements.
  • Confidence engaging with high-value customers on sensitive matters.
  • The ability to simplify complex requirements, influence reluctant customers and navigate difficult conversations with professionalism and tact.
  • A proactive, hands-on approach – this role requires someone who will personally engage customers rather than simply manage escalations.
  • Strong commercial judgement, communication skills and the ability to work closely with compliance and risk specialists.

Previous people management experience is not essential. This could suit an experienced relationship manager, customer engagement professional or financial crime specialist ready to step into broader leadership responsibility.

Benefits and additional information

  • Permanent opportunity with a salary of $160K-$170K + bonus, with flexibility for an exceptional candidate.
  • Newly created role with genuine ownership of the customer engagement strategy.
  • High-profile position with strong executive sponsorship and visibility.
  • Opportunity to build and grow a function currently consisting of two Analysts.
  • Work with premium customers across Australia and internationally.
  • Genuine scope to influence how the role and broader function evolve.
  • Some flexibility outside standard hours will be required to accommodate premium customers, including occasional weekend engagement.

Apply now

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