Customer Care Manager

Protect, Grow, and Succeed with an Industry Leader

Are you an experienced customer retention specialist or commercially minded account manager who excels at turning around challenging customer situations, building trust, and driving revenue growth?

We are looking for a sharp, proactive Customer Care Manager to join our energised sales team in Perth. Reporting directly to the Sales Manager, you will play a critical role in safeguarding our existing customer base, resolving high-stakes account escalations, and protecting long-term business retention for Initial Hygiene.

This role offers a high-impact blend of account preservation and commercial growth. You will manage critical retention cases, protect existing contracts, and be rewarded financially through upselling hygiene solutions and hitting key retention benchmarks.

What You’ll Be Doing:

• Account Retention & Jeopardy Management: Proactively step in to manage high-level account escalations, turn around at-risk clients, and prevent contract cancellations.
• Retention & Performance Tracking: Monitor retention metrics, maintain accurate records, and consistently meet operational response timeframes.
• Collaborative Escalation Resolution: Work closely with operations, sales, and management to resolve root-cause customer concerns and protect long-term portfolio value.
• Commercial Upselling & Solution Selling: Identify opportunities during account interactions to introduce additional hygiene products and services, directly boosting your commission earnings.
• Customer Relationship Restoration: Re-engage existing clients to rebuild confidence, address underlying barriers to retention, and position Initial Hygiene as an indispensable partner.

What We’re Looking For:

• Proven Track Record: 3+ years experience in Customer Retention, Account Management, or Commercial Issue Resolution (B2B or service industry background highly regarded).
• Commercially Minded: Ability to identify cross-selling and upselling opportunities during account retention conversations to solve customer problems and drive revenue.
• Exceptional Communication: Outstanding written and verbal negotiation skills with the confidence to navigate delicate, high-stakes customer conversations.
• Proactive & Results-Driven: Strong organisation skills, high attention to detail, and the ability to work autonomously to hit retention targets.
• Requirements: Valid Australian Driver’s Licence (essential).

What’s On Offer:

• Tools of Trade: Fully maintained company vehicle (with fuel card), company laptop, and mobile phone.
• Earning Potential: Competitive base salary plus lucrative commission structures for upselling and performance bonuses tied to retention metrics.
• Growth & Career Progression: Structured onboarding, comprehensive training, and real pathways to advance your career within a global business.
• Supportive Culture: Join a collaborative, high-achieving team backed by full Employee Assistance Programs (EAP) for you and your family.

About Rentokil Initial

Rentokil Initial is a FTSE 100 global leader in Pest Control, Hygiene, and Indoor Plantscaping, employing over 66,000 people across 80+ countries. In Australia, our Initial Hygiene brand protects businesses, enhances wellbeing, and delivers essential services every day.