Client Relationship Manager – Melbourne
About the Role
Gracie Boutique Nanny Agency is one of Australia's leading nanny placement agencies, connecting exceptional families with exceptional nannies across Melbourne, Sydney, Brisbane and Perth.
We are seeking a highly organised, relationship-focused Client Relationship Manager to oversee our Melbourne client portfolio. Based in our beautiful Malvern office, this role is responsible for managing family relationships, coordinating nanny placements, and delivering an outstanding client experience from initial consultation through to long-term placement success.
Working alongside a dedicated Recruitment Assistant, who will source and screen candidates, you will take ownership of the client journey — building trusted relationships with families, managing placements, facilitating successful matches, and providing ongoing support throughout the placement lifecycle.
This is a rewarding opportunity for someone who enjoys working closely with people, thrives in a fast-paced environment, and is passionate about delivering exceptional service.
This role is Monday-Friday 9am until 5:30pm
Key Responsibilities
Family & Client Relationship Management
Conduct in-depth consultations with families to understand their household needs, routines, values, and childcare requirements
Build and maintain strong, trusted relationships with families throughout their journey with Gracie
Act as the primary point of contact for families, providing ongoing support, guidance, and proactive communication
Manage client expectations while delivering a premium and personalised service experience
Support family retention and identify opportunities to strengthen long-term relationships
Placement Management
Receive pre-screened candidates from the Recruitment Assistant and manage the placement process from introduction to successful placement
Match candidates to families with careful consideration of experience, personality, availability, household dynamics, and family culture
Present shortlisted candidates with clear recommendations and professional candidate profiles
Coordinate interviews, trial shifts, feedback, and placement outcomes
Ensure a smooth and positive onboarding experience for both families and nannies
Ongoing Placement Support
Monitor active placements and maintain regular contact with both families and nannies
Address concerns, provide solutions, and manage issues before they escalate
Facilitate positive outcomes and maintain high levels of client satisfaction
Support successful long-term placements through ongoing relationship management
Collaboration & Team Support
Work closely with the Recruitment Assistant to refine candidate briefs and communicate family feedback
Collaborate with the wider Gracie team to ensure service standards are consistently maintained
Contribute ideas and recommendations to improve client experience, operational efficiency, and placement outcomes
About You
You are a people-focused professional who genuinely enjoys building relationships and delivering exceptional service.
You'll ideally have:
Minimum 3 years' experience in client relationship management, account management, customer success, recruitment, childcare coordination, or a similar relationship-focused role
Exceptional communication and interpersonal skills
Strong organisational and time management abilities
The ability to manage multiple priorities and active placements simultaneously
A proactive and solutions-focused approach to problem solving
Confidence handling sensitive situations with professionalism and discretion
Experience working in a high-touch service environment
Childcare, education, recruitment, or human services experience will be highly regarded
Full Australian working rights
Working holiday visa's accepted
What We Offer
At Gracie, we believe exceptional people deserve an exceptional workplace.
We offer:
Competitive salary plus uncapped commission structure
Ongoing professional development and career growth opportunities
Work-from-home Fridays
Beautiful boutique office located in Malvern
Supportive, close-knit team culture
Meaningful work that positively impacts families every day
The opportunity to be part of a growing national business with an outstanding reputation
About Gracie
Gracie Boutique Nanny Agency is a trusted leader in nanny recruitment and family support services across Australia. We partner with families to provide personalised childcare solutions and pride ourselves on delivering a premium, relationship-driven experience built on trust, professionalism, and genuine care.
If you're passionate about people, relationships, and making a meaningful difference in the lives of families, we'd love to hear from you.
Apply now and become part of the Gracie team.