Who Are We? 

Are Direct, a division of Are Media, is Australia’s oldest and most trusted publications distributor and wholesaler, with a proud legacy dating back to 1853. We partner with both local and international publishers to deliver over 90 million printed products each year to more than 4,500 retailers nationwide. Backed by the strength and scale of Are Media, we’re known for our operational excellence, innovative approach, and a passionate team dedicated to driving results in the dynamic media and publishing landscape.

Why Are Direct?   

We offer excellent people programs including:

• A day of leave for your birthday,
• 4 days of volunteering leave each year,
• An inclusive parental leave program that supports all parents, families & carers,
• FREE digital access to all our titles, and
• Our unique Are Media Learning Academy (Digital Academy, Lunch N Learns, Mentoring and much more).    

At Are Media, you'll be in the office four days a week, with one day to work from home.

About the role:

We are looking for an experienced, energetic, strategic, and people-focused Head of Client Engagement to join our senior leadership team.

In this pivotal role, you’ll oversee and developed a high-performing team of Client Relationship Managers and our Contact Centre, with direct accountability for delivering best in class service across every customer touchpoint. Reporting to the General Manager, you’ll play a key role in setting direction, building capability, and driving results across our client service operations.

Duties

• Lead, mentor and motivate the Client services team Relationship Managers and Contact Centre Supervisor, supporting team development and performance.
• Build and manage strategic relationships with publisher clients, internal stakeholders, and retail customers.
• Oversee client service operations to ensure service levels, quality, and efficiency are consistently achieved.
• Drive client account strategy, overseeing renewals, contract management, and performance against SLAs.
• Identify opportunities for continuous improvement and simplification of service processes.
• Lead the budget planning and forecasting process for distribution revenue.
• Own internal and external reporting, client updates, and events like our annual client conference.
• Drive performance against key metrics in the contact centre including service level, first contact resolution, average handling time, and customer satisfaction.

Skills and experience

You’re a strong leader who thrives on building relationships and delivering results. You think strategically, act decisively, and empower those around you.

• Proven experience in team management and leadership roles.
• Strong background in client relationship management.
• Demonstrated success in improving service performance and driving operational outcomes.
• Excellent communicator with strong influencing and problem-solving skills.
• Experience in budgeting, forecasting, and commercial contract management.
• Strategic thinker with a hands-on approach.
• Ability to identify opportunities, take initiative, and drive change.
• Financial acumen, including an understanding of revenue, margin, and logistics costs.

Are Media is committed to a diverse, respectful, collaborative & inclusive workplace. We know & value the success this brings for everyone and we welcome & encourage applications from diverse backgrounds.  When you apply, please let us know of any reasonable adjustments you may need during the interview process.

Please apply now and send your CV via the link.