Head of Client Acquisition + Retention

I help busy entrepreneurs scale faster through virtual assistant support, without burn out or the high cost of hiring employees Location: Sydney Northern beaches based (Remote, Work from Home) Hours: 30-40 hours per week (full‑time, flexible) Reports to: Founder/Director About Virtual Elves Virtual Elves is a trusted partner in providing high‑quality virtual assistant services for businesses across Australia and beyond. With a focus on care, connection and professionalism, we’ve grown into one of the leading providers in the industry. We’re now looking for a mature, warm, and results‑driven Head of Client Acquisition + Retention to join our team and grow and nurture our client base. The Role This part‑time role is perfect for someone who thrives on building genuine connections into long‑term relationships, enjoys guiding potential clients through their decision‑making journey, and is capable of confidently solving problems. You’ll be the first point of contact for prospective clients, nurturing leads from initial enquiry through to close, while keeping our CRM sales pipeline up to date. As well as this, your relationship will then develop long term as you nurture and support our clients through their journey working with their virtual assistant. Key Responsibilities Run discovery calls to understand client pain points and match their needs with Virtual Elves’ services. Confidently present solutions, negotiate terms, and close deals in a consultative manner. Manage and update the sales pipeline in Monday.com CRM, ensuring all lead activity is tracked and followed up. Nurture relationships with warm leads through empathetic and value‑driven communication. Meet weekly and monthly KPIs, particularly around lead‑to‑close conversion. Collaborate with the Director to refine sales strategies and client onboarding experiences. Perform timely follow‑ups via email, phone, and LinkedIn to ensure prospects are supported through the buying journey. Provide weekly reporting on pipeline progress, conversion rates, and upcoming opportunities. Develop and implement strategies to increase client satisfaction and achieve a client retention rate of over 75%. Monitor and analyse client feedback through established loops to address issues promptly. Review all feedback from VA evaluations and identify trends or specific issues impacting client satisfaction. Act as a key point of contact for client escalations related to service quality or satisfaction, working to resolve issues effectively. Analyse client data (e.g., service usage, feedback, tenure) to identify at‑risk accounts and develop targeted retention plans. Maintain comprehensive client files, including records of contracts, VA reports, survey results, assessment results, correspondence, and phone conversations, to inform retention strategies. Collaborate with relevant internal teams to ensure client requirements are consistently met and services align with contractual agreements. Contribute to developing a more robust onboarding process for new clients to enhance early retention. Support the client services focus on nurturing clients and delivering value, including contributing to a customer education program to maximise service value. Contribute to efforts in managing non‑compliance and corrective actions in line with ISO:9001, ensuring quality of service is upheld to support retention. Support the finance department in following up with clients on outstanding invoices. Key Skills and Attributes Warm, engaging personality with the ability to build quick rapport and trust. Strong sales acumen with proven experience in consultative selling and closing deals. Previous experience working in or running a small business will support your understanding of our clients’ needs and the challenges they face. Maturity and professionalism in handling client conversations and negotiations. Excellent verbal and written communication skills. Organised and detail‑oriented with the discipline to manage a sales pipeline remotely. Tech‑savvy with experience in Monday.com (or similar CRM platforms). Proactive, self‑motivated, and consistent. Requirements Based in Sydney, preferably Northern Beaches based (remote work arrangement, occasional in‑person meetings if required). Minimum 3 years’ experience in business development, inside sales, or client relationship roles. Familiarity with small business and service‑based industries. Availability to work 30‑40 hours per week, flexible across business hours. Track record of closing at least 10–15 deals per month preferred. What We Offer Flexible remote working arrangement (30‑40 hours per week). Opportunity to work with a supportive, people‑first business. Competitive salary. A nurturing team culture where your input is valued and client success is at the heart of everything we do. Seniority level Mid‑Senior level Employment type Full‑time Job function Business Development and Sales Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr