Customer Relationship Associate – Client Retention

Who are we? 

At Localsearch, we’ve been empowering Australian businesses with top-tier digital marketing solutions since 1993. Today, we stand as one of the largest digital marketing powerhouses in Australia, helping over 300,000 businesses grow online. Based in the heart of Robina, just steps from Robina Town Centre, our modern office is equipped with everything you need to thrive – including an on-site café with barista-made coffee, high-tech tools, and a collaborative, fun culture where your skills will shine! 

What will you do? 

As a Customer Relationship Associate, you will sit at the heart of our Client Relationships Unit – the team that steps in when a client relationship needs saving, strengthening or simply put right. This is a retention-first role with genuine ownership. Cases land with you and you see them through, from the first review to the final outcome. You will dig into the detail, listen back to calls, unpick timelines in our CRM, and then pick up the phone and have the conversation that changes the result. Every save is yours to own. 

• Take full ownership of escalated client cases from investigation through to resolution, keeping the client informed at every step. 
• Investigate the full picture by listening back to calls between our customer experience team and customers, and reviewing case timelines in our CRM. 
• Liaise directly with clients to provide solutions, rebuild trust and retain the account, challenging yourself to go above and beyond in every conversation. 
• Assess cancellation and customer satisfaction cases submitted by the broader customer experience team, and manage the department queue where cases are sent for assessment and approval. 
• Monitor and assess requests for pauses on client billing or fulfilment. 
• Solve problems by matching solutions to client needs and negotiating outcomes that work for both the client and the business. 
• Guide clients through the change of ownership process, working with both incoming and outgoing business owners to retain the overall account. 
• Partner with our digital marketing consultants to resolve any issues arising after point-of-sale discussions. 
• Share client feedback and insights with our sales operations team so we improve the experience at the source. 
• Work cohesively with the accounts, CX and billing solutions teams on client billing enquiries, compensation and offboarding. 
• Identify where our customer experience delivery can improve for retention purposes, and coach internal team members based on real client situations. 

Who are you & what will you bring? 

You are the person who moves towards a difficult conversation rather than away from it. You take a client’s problem on as yours to solve, you stay calm under pressure, and you are curious enough to keep digging until you understand what actually went wrong. You know retention is won in how the hard moments are handled. You will thrive here if you like being trusted to make the call and being accountable for the result. 

Required: 

• Two or more years’ experience delivering excellent customer service. 
• Demonstrated ability to identify solutions for client complaints or escalations. 
• The confidence to own a case end to end and follow it through without being chased. 
• Outstanding negotiation, communication and persuasive skills, both written and verbal. 
• Strong time management skills and the ability to thrive under pressure in a fast-paced environment. 
• Previous Salesforce or similar CRM experience. 
• A genuine passion for client retention – understanding client needs, addressing concerns and fostering strong relationships that build long-term loyalty. 
• Ability to build and maintain strong internal and external stakeholder relationships. 
• A big believer in teamwork and passionate about collaboration. 

Nice to have: 

• Previous retention, sales or account management experience. 
• Experience coaching internal staff based on specific client situations. 
• Exposure to digital marketing products or services. 
• Experience supporting clients through a change of ownership or account transition. 

Why it’s great to work with us! 

• Barista-made coffee daily at our on-site café – because great work deserves great coffee. 
• Prime location in Robina, opposite Robina Town Centre, perfect for lunch breaks or errands. 
• Fun & supportive culture – we celebrate wins, support each other, and challenge complacency. 
• Access to the latest tools & training – stay ahead in the fast-moving world of digital marketing. 
• Flexible work-life balance – we know life happens, and we support balance. 
• Career growth & mentorship – access our internal mentoring program and upskilling opportunities. 
• We offer a comprehensive program supporting mental, financial and physical wellness, including free access to an onsite exercise physiologist.  
• Employee perks! Paid parental leave, free parking, gym discounts, 24/7 retail discounts and cashback offers, and special rewards for birthdays and tenure. 
• We celebrate success BIG! Annual company-wide conference, recognition programs, and team events to reward high performers. 

APPLY NOW! 

At Localsearch we are committed to providing an inclusive workplace and are proud to be an equal-opportunity employer. We celebrate, support, and thrive on diversity. We seek to recruit, develop, and retain the most talented people based on merit, competence, and performance. Our goal is to represent, at all job levels, the clients we serve.