Customer Services Director

Sydney | Full-time | Reports to Managing Director Lead. Inspire. Elevate the Client Experience. At TAS, our clients are at the heart of everything we do. We partner with associations to help them thrive through strong governance, effective operations and exceptional service. As we continue to grow, we are seeking an experienced and inspiring Customer Services Director to lead our Association Management (Customer Services) team. This is a senior leadership role with real influence. You’ll shape the customer services strategy, champion a culture of service excellence, and build a high‑performing, motivated team that consistently delivers outstanding outcomes for our clients and the organisation. About the role As Customer Services Director, you will lead both the strategy and day‑to‑day performance of our customer services function, while playing a critical role in developing people, capability and culture. You will work closely with the Managing Director and Executive Team, collaborating across Operations, Sales, Marketing, Finance and Events to ensure a seamless, client‑first experience at every touchpoint. This role suits a confident, empathetic leader who thrives on developing people, improving systems, and building trusted client relationships. What You’ll Be Responsible For... Leadership, Culture & Capability Lead, mentor and develop a high‑performing customer services team, fostering a collaborative, accountable and client‑centric culture. Set clear expectations, provide regular coaching and feedback, and support meaningful career development. Build succession plans and career pathways to strengthen long‑term organisational capability. Ensure the team has the right tools, processes and support to succeed. Promote internal learning, communication and collaboration across the business. Customer Services Strategy & Operations Develop and execute a customer services strategy aligned to TAS’s broader business objectives. Oversee service delivery operations in partnership with the Operations Director, ensuring consistency, quality and efficiency. Define, monitor and report on KPIs, SLAs and performance metrics. Identify opportunities for continuous improvement, innovation and smarter ways of working. Act as an escalation point for complex client matters, ensuring timely and effective resolution. Client Experience & Relationships Champion an exceptional, end‑to‑end client experience across all services. Work closely with internal teams to ensure a joined‑up, consistent approach to client delivery. Capture and analyse client feedback to inform service enhancements and strategic decisions. Be a visible advocate for a client‑first mindset across the organisation. What We’re Looking For Essential Experience & Skills Proven experience in a senior customer services, client experience or relationship management leadership role. Strong people leadership capability, with a demonstrated ability to motivate, develop and retain high‑performing teams. Exceptional communication and interpersonal skills, with confidence engaging at executive and board level. Strong analytical and problem‑solving skills, with the ability to turn insights into action. Comfortable working with modern workplace technology. A genuine passion for service excellence and building engaged, capable teams. Highly Regarded Experience in the association sector or association management. Understanding of governance, compliance or risk frameworks. Experience leading hybrid or distributed teams. Background in professional services or complex client environments. Why Join TAS? At TAS, you’ll have the opportunity to make a real and visible impact. We offer: A senior leadership role with influence and autonomy Competitive salary and a 35‑hour working week The chance to shape the future of our client services function A values‑led organisation that invests in its people If you are passionate about leadership, service excellence and building teams that love what they do, we’d love to hear from you. Unlock job insights Salary match Number of applicants Skills match Your application will include the following questions: - Which of the following statements best describes your right to work in Australia? - Do you have customer service experience? - Do you have experience managing teams remotely? To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory / salary below minimum wage. Researching careers? Find all the information and tips you need on career advice. #J-18808-Ljbffr