Client Excellence Owner

Location: Hybrid – Gold Coast HQ + RemoteType: Full-TimeReports to: Operations Director / CEO Candidates must have Australian work rights as visa sponsorship is not available for this position. Why This Role Exists We don't believe in "Client Success" as a passive function. At Ecom Capital, client results are not accidental. They are engineered through systems, standards, accountability, and relentless follow-through. When a client hits their first $10K month, it's not because they were "supported" it's because the business around them executed at a high level, consistently. That's why this role is called Client Excellence Owner . Role Overview This means we don't aim for satisfaction, we deliver the exceptional. Owner means there is no ambiguity about accountability. One person owns the standard, the outcome, and the experience end-to-end. The Client Excellence Owner is the single point of ownership for: Client experience Client outcomes Retention and churn prevention Delivery quality across all CS functions Escalations, refunds, and risk management This role exists to ensure that nothing slips, standards are upheld, and clients feel the weight of a business that is deeply invested in their success. We're Not Hiring for a Role. We’re Hiring for Impact At Ecom Capital, Client Excellence is the heartbeat of the company. We partner with everyday people, nurses, teachers, professionals, parents, who bet on themselves to build real brands. When they reach meaningful milestones, it changes the trajectory of their lives and their families' futures. Behind every one of those wins is a Client Excellence system that ensures: Clients are guided, not confused Risks are caught early, not reactive late Delivery is consistent, not dependent on individuals Standards are enforced, not negotiated To scale this mission, we're looking for a Client Excellence Owner who is structured, decisive, emotionally intelligent, and uncompromising on standards . This is not a support role. This is not a "make clients happy" role. This is a leadership role responsible for outcomes . Why This Role Matters (For You) Clarity beats chaos Standards matter Accountability is expected Real outcomes are the measure of success You’ll oversee Account Managers, Store Development, Email & Slack Support, and Level Managers. You’ll own the client journey from onboarding through Level 3 and renewals. You’ll be the person who ensures that what we promise is what we deliver. Your decisions won’t just move metrics; they will directly influence client retention, results, and trust. If you want responsibility, ownership, and real leverage this is your seat. Core Responsibilities 1. Ownership of Client Excellence (End-to-End) Own the full client journey from onboarding through every program level. Set, enforce, and continuously raise the Client Excellence Standard across all delivery touchpoints. Ensure clients experience clarity, consistency, momentum, and progress at every stage. Act as the final owner of client outcomes, not just activity. 2. Leadership & Team Management Lead, coach, and develop: Account Managers Store Development team Email & Slack Support team Run weekly CS meetings, scorecard reviews, and performance check-ins. Implement SOPs, training frameworks, and quality controls to improve speed, accuracy, and delivery consistency. Manage capacity planning and throughput across all CS teams to ensure predictable progress. Hold team members to clear expectations and performance standards. 3. Client Delivery & Retention Management Monitor all client progress across Skool, Slack, onboarding calls, AM calls, and support channels. Maintain oversight of Level 1 / Level 2 / Level 3 segmentation, throughput, and success pathways. Identify at‑risk clients early and deploy structured retention strategies. Ensure AMs follow call frameworks, communication guidelines, and data‑driven coaching standards. Reduce churn month‑over‑month through proactive intervention, not reactive firefighting. 4. Store Development Oversight Manage Store Development workload, capacity, and timelines. Audit store builds regularly for quality and completeness. Ensure tight coordination between AMs, Store Dev, and clients to avoid communication breaks during store development. Identify recurring build issues and implement process improvements to increase speed and quality. Maintain high standards for responsiveness, revisions, and handoffs. 5. Email & Slack Support Oversight Own response time, tone, accuracy, and resolution quality across support channels. Audit emails and Slack messages weekly to ensure compliance and adherence to company standards. Maintain templates, workflows, escalation routes, and SLAs. Review support trends and translate them into training or operational improvements. 6. Escalation, Refund & Risk Management Act as the central escalation point for: Client complaints Delivery concerns Refund requests Handle high‑stakes situations with clarity, authority, and professionalism. Brief leadership on patterns, risks, and recommended improvements. Ensure compliance with refund frameworks and escalation processes. 7. Operational Excellence & Quality Control Own CS KPIs, retention metrics, churn indicators, and reporting accuracy. Conduct weekly audits: AM calls Onboarding calls Store development output Support tickets Slack communications Ensure SOPs are followed, updated, and reinforced across all CS teams. Collaborate with Product, Sales, Marketing, and Ops to resolve cross‑department issues impacting clients. 8. Fortnightly Cadence & Meeting Ownership You will actively lead or participate in: CS Team Meetings AM & Store Dev alignment meetings Level 1 / 2 / 3 manager reviews High‑touch client risk reviews Product prioritisation meetings Finance & AR reviews Marketing alignment where client experience is impacted Your role is to ensure: No ambiguity No surprises No unresolved risks Results Expected From You Increased retention and reduced churn across all client segments Predictable client throughput across Level 1 → Level 2 → Level 3 Reduction in refund rate through early intervention High‑performing AM, Store Dev, and Support teams Clear visibility into client health, risks, and outcomes A client experience that scales without degradation You Might Be a Fit If… You’ve led Client Success or Operations in a fast‑paced, high‑growth environment You think in systems, structure, and accountability You are calm under pressure and decisive during escalations You hold high standards and enforce them without ego You are data‑driven but deeply human in your communication You care about real outcomes, not optics Ecom Capital Core Values Default to Drive - Relentless over reasonable. Speed and clarity as standard. Be the Source - Solve from first principles. Create with intent. Build in Public, Deliver in Silence - Expose problems, then build solutions. No show — just results. Hold the Line - Right beats easy. Standards and discipline always. Give a F*ck - Obsession is the difference. Details matter. Outcomes matter. Clients matter. What’s Next? If you’re ready to own client outcomes , uphold elite standards, and build a delivery engine that genuinely changes lives we want to hear from you. This is your opportunity to: Own something meaningful Lead with clarity and conviction And set the benchmark for Client Excellence at Ecom Capital. #J-18808-Ljbffr