Reporting to the Chief Operating Officer, this is a high impact leadership role where you will act as the key link between our clients and frontline teams - driving performance, retention, and continuous improvement across multiple sites across a designated portfolio.

About the Role

You will be responsible for ensuring seamless service delivery while building strong, trusted partnerships with clients. You will lead through influence and presence, supporting your teams on the ground while using data and insight to continuously improve outcomes.

This role is ideal for a commercially aware, people focused leader who thrives in a fast paced, service driven environment.

Key Responsibilities:

Client Leadership & Engagement

• Build and maintain strong relationships with national clients.

• Act as the primary escalation point, resolving issues quickly and effectively.

• Establish structured engagement rhythms (site visits, reviews, reporting).

• Understand client needs and deliver consistent service value.

• Drive client satisfaction, retention, and long term partnerships.

Operational Delivery & Frontline Leadership

• Lead, coach, and support Customer Success Specialists, Supervisors, and Frontline Teams.

• Oversee service delivery across multiple sites, ensuring consistency and quality.

• Promote accountability, engagement, and a high performance culture.

• Support workforce planning, recruitment, and onboarding activities.

• Step in operationally when needed - leading from the front.

Performance, Data & Compliance

• Monitor KPIs, SLAs, and service performance across all accounts.

• Use data and reporting tools to identify trends, risks, and opportunities.

• Ensure full compliance with WHS, licensing, and regulatory requirements.

• Maintain accurate reporting, documentation, and audit readiness.

• Drive continuous improvement initiatives across safety and service delivery.

Client Growth & Commercial Outcomes

• Identify opportunities for service expansion within existing accounts.

• Support renewals, tenders, and business case development.

• Partner with operations and business development teams to strengthen retention.

• Balance customer expectations with operational efficiency and margin outcomes.

Culture, Safety & Leadership

• Champion a strong safety first culture aligned with WHS standards.

• Build capability and engagement across dispersed teams.

• Foster a collaborative, inclusive, and values driven environment.

• Lead coaching, development, and performance conversations.

• Model Constant’s values: Collaboration, Community, Excellence, Innovation, and Integrity.

Travel & Reporting

• Travel nationally to client sites as required.

• Provide regular insights and performance updates to senior leadership.

• Contribute to strategic planning and operational improvement initiatives.

About You

To succeed in this role, you will be a confident and capable leader who knows how to bring people and clients together to achieve outstanding results. You will have experience maintaining a calm nature under pressure, the ability to act decisively, and lead with both empathy and accountability.

You will bring:

• 5+ years’ experience in customer success, operations, or account management.

• Experience in security, facilities management, or service industries (highly regarded).

• Experience managing complex, multi-site service delivery environments.

• Strong leadership capability across dispersed teams.

• Excellent stakeholder management and communication skills.

• Proven ability to improve performance, retention, and client satisfaction.

• Commercial acumen with a focus on sustainable growth.

• Strong problem solving and decision making skills.

• Knowledge of WHS and regulatory compliance frameworks (desirable).

• Relevant qualifications in leadership, business, or operations (desirable).

• Current security licence and First Aid.

Why Join our Team?

At Constant, we play a critical role in protecting people, places, and communities across Australia.

We are a growing national business with a strong reputation for reliability, integrity, and service excellence. This is an opportunity to step into a senior leadership role where you can make a genuine impact by shaping and mentoring teams, strengthening client partnerships, and driving operational success at scale.

We offer:

• A competitive remuneration package.

• National exposure and career progression opportunities.

• A supportive, values-driven team culture.

• The chance to lead meaningful work that makes a difference.

If this opportunity sounds like it could be a perfect fit, we want to hear from you!

Submit your resume along with a short cover letter outlining your suitability for the role.

Constant is an equal opportunity employer. We value diversity and are committed to creating an inclusive workplace for all team members.

Master Licences:
NSW 000103752 | VIC 945-729-90S | QLD 4201411 | ACT 1702525 | SA 286519 | WA SA57652 | TAS 21785