Clients & Growth Coordinator

The purpose of the Client Experience Coordinator is to support the delivery and continuous improvement of WSP’s client experience outcomes across Australia. The role assists in embedding client-centric practices by maintain feedback tools and system, coordinating feedback insights, engagement initiatives, supporting the activation of Client Experience Plans and support communications plans.

Working closely with the Clients & Growth team, this role ensures a consistent, data-driven approach to understanding and enhancing client experience.

• Degree in business, marketing, communications, or equivalent experience (minimum)
• 5 years of relevant experience within a professional services or corporate environment
• Experience in a client experience, customer success, marketing, business development or coordination role in a professional services environment (B2B experience is desirable)
• Excellent communication skills in English to be able to draft content
• Strong analytical and reporting capability (Excel / Power BI advantageous) 
• Excellent stakeholder management and communication skills 
• High attention to detail and ability to manage multiple priorities 
• Experience working with CRM, client feedback systems or working with large datasets and performing data analysis, particularly in environments with high-volume data (desirable) 
• Proactive approach with a continuous improvement mindset
• Experience working with internationally based internal clients (desired but not essential)
• Ability to learn and subsequently train others in WSP systems and processes
• Experienced to an advanced level in the Microsoft Suite including Outlook, Word, PowerPoint, Teams, SharePoint, OneDrive and Excel.

Job Specific:

• Support the collection, analysis and reporting of client feedback through the Global Client Feedback Tool 
• Become a champion for the Global Client Feedback Tool, providing support and promoting best practice to the team and more broadly driving adoption across the business 
• Track performance against client feedback targets and KPIs 
• Provide actionable insights and trends to Business Groups (BGs) and Account Leads 
• Assist in the rollout and ongoing activation of Client Experience Plans
• Coordinate status updates and follow-up actions from client feedback to ensure continuous improvement
• Coordinate Client Experience or Engagement activities, including: 
  • Scheduling and logistics
  • Collating materials and insights
  • Tracking actions and outcomes
  • Support preparation of sprint outputs and summary reports
• Develop and coordinate client case studies that showcase strong client outcomes and best practices 
• Work with technical teams to capture feedback success stories 
• Support the development of internal client experience content including best practices, guidance materials, and knowledge-sharing initiatives across the business.
• Maintain client feedback tickets within the Global Client Feedback tool 
• Monitor ticket progress and follow up with relevant stakeholders to drive closure
• Maintain a communications calendar on Client Experience and Global Client Program
• Comply with relevant policies, procedures, and processes related to Clients & Growth functions.
• Understand the WSP processes, particularly related to client feedback and the Global Client Program, as described in the Integrated Management System (IMS) and intranet.
• Proactively identify projects due for Client Feedback across key clients to maximise feedback participation
• Increase Client Feedback response rate, improving quality, quantity and coverage of client insights across the business 

Wellbeing:

• Foster a strong Health, Safety and Environmental (HSE) culture in the office and comply with all role-specific safety, health, environment and quality obligations.
• Reinforce expectations for behaviour and workplace policies and practices.