Job Description

Join one of WA’s most trusted organisations and help shape the future of member service at RAC. We’re looking for a strategic and relationship focused Client Engagement Manager to lead how Sales and Member Service partners with the business.

In this pivotal role, you will lead client engagement across the business by shaping demand and ensuring it is aligned to operational capability. You’ll bring structure and discipline to how work is prioritised and delivered, enabling teams to meet clear, achievable commitments and deliver consistent service outcomes for our members.

This is an ideal opportunity for someone who thrives in complex environments, enjoys working across multiple stakeholders and brings a strong governance and planning mindset.

What you’ll be doing

You will play a key role in shaping RAC’s operational effectiveness by:

• Leading and managing internal client relationships, acting as a trusted advisor and key point of contact

• Establish and maintain a clear client governance framework, including regular engagement forums and visibility of commitments and priorities

• Align client demand with operational plans in partnership with senior leaders, ensuring SLAs and commitments are realistic and well-managed

• Lead change intake and feasibility assessments, working with Workforce Management and operations to manage impacts, dependencies and sequencing

• Maintain a forward view of demand through roadmap planning and trend analysis to support prioritisation

• Lead stakeholder engagement during periods of risk or change, managing expectations and escalations as needed

• Promote understanding of operational constraints while championing RAC’s values, Code of Conduct, and LEAD behaviours

What you will bring

• Experience operating in complex service or operational environments with competing priorities

• Proven ability to manage and influence internal client or stakeholder relationships

• Experience in demand management, change intake or feasibility assessment processes

• Exposure to service agreements, performance metrics, or operational commitments

• Strong business partnering skills across Operations, Workforce Planning, or Change functions

• Ability to assess risk, dependencies, and sequencing to support informed decision-making

• Strong communication skills, with the ability to translate requirements into clear, actionable outcomes

• Experience supporting or delivering continuous improvement initiatives (e.g. Lean, Six Sigma, Kaizen)

• Tertiary qualification in business, management, operations or a related discipline (or equivalent experience)

Why RAC?

When you join RAC, you become part of one of WA’s most trusted organisations, committed to serving our members and giving back to the community. You’ll enjoy a supportive, inclusive culture, development opportunities and the ability to influence how we deliver for our members.

If you’re a relationship driven professional who thrives on bringing clarity, structure and alignment in complex environments, we’d love to hear from you.

Apply now and help shape the future of member service at RAC.