• Employment type: Permanent, 4–5 days per week
• Salary: $80,800 base (pro-rata for part-time)
• Location: Remote / Work from home (Australia-based)
• Reports to: Director

About The Adaptation Game (TAG)

The Adaptation Game (TAG) is a growing social impact organisation working with local governments and communities to build climate resilience through participatory, place-based engagement. TAG operates across Australia and internationally, delivering repeatable but locally tailored projects that combine research, design, facilitation, and community leadership. Please watch the short documentary on the homepage of our website to get a sense of TAG’s powerful impact on its players.

We are currently a small, start-up style team, with everyone wearing multiple hats. As TAG scales, consistent client experience and strong internal operations are critical to maintaining quality, reliability, and momentum across many concurrent projects.

Role Summary

The Client Experience Lead is a hands-on, detail-oriented, customer service role responsible for keeping TAG’s projects running smoothly from post-sale through to delivery and wrap-up while delighting our clients.

Our projects take our clients on a journey to explore the effects of climate change in their area, using their knowledge and publicly available information to design a unique version of The Adaptation Game (TAG) that they will roll out in their community. This role will support clients at all stages, from pre-sale to supporting in-community roll out objectives, in collaboration with our experienced core team, facilitator partners and other contractors.

This role cuts across all active projects, ensuring that timelines are realistic, information flows cleanly between teams and clients, contractors are supported, and nothing falls through the cracks. It is a client-facing role combining coordination, client management, administration, support project cost quoting, and providing practical support to delivery team members.

Key Responsibilities

Client management

• Interact with clients and build relationships with them while ensuring their needs are being met
• Resolve complex client requests in a professional manner
• Keep records and documentation of client interactions to support team coordination
• Develop creative ways to deliver an exceptional client experience

Project Operations & Coordination

• Review incoming project designs to ensure scope, timelines, and resourcing are clear and workable.
• Lead client onboarding, including contracts, setup, scheduling, and administrative coordination.
• Schedule and manage all internal and external project meetings, ensuring clear agendas and follow-ups.
• Maintain up-to-date project tracking systems and CRM records across all active projects.

Delivery Support & Quality Control

• Coordinate closely with the design team to prioritise tasks, track upcoming deliverables, and get TAG game kits to our clients.
• Provide hands-on support to kit design workflows, including proofreading, preparing files, managing Miro boards, and coordinating print preparation.
• Track dependencies and flag risks early to project leads and senior staff.

Contractor & Supplier Management

• Issue briefs, manage work items, and track delivery against agreed timelines for our external contractors (e.g. facilitators, video editors, designers).
• Act as the primary operational point of contact for contractors during delivery phases including submitting payment details/invoices to our bookkeeper.

Financial Administration (with support)

• Arrange invoices, track payments and follow up with clients when necessary in collaboration with our bookkeeper.
• Ensure invoices, payments, and contractor fees align with project schedules, and alert directors to risks and payment delays.

Skills and Experience

Essential

• Strong communication skills and demonstrated experience managing complex client relationships as part of a team.
• Proven experience in client facing roles, project coordination, or delivery management roles.
• Strong attention to detail and comfort managing multiple parallel workstreams.
• Ability to build and follow clear processes while adapting to real-world constraints.
• Confidence working with systems such as CRMs, project trackers, shared documents, and calendars.
• Excellent written communication and administrative discipline.

Desirable

• Experience in small organisations, consultancies, or social impact / not-for-profit contexts.
• Familiarity with working alongside designers, facilitators, or researchers.
• Comfort contributing directly to production tasks (editing, formatting, preparation).

Working Style & Attributes

• Motivated by seeing clients thrilled by the outcomes of our TAG games, and helping clients through a smooth and generative process.
• Highly organised and reliable, with a strong sense of ownership.
• Calm under pressure and proactive in identifying issues and asking for support before they escalate.
• Comfortable working independently in a remote environment.
• Enjoys enabling others to do their best work through good systems and follow-through.

Why Join TAG

• Meaningful work supporting communities to prepare for climate change.
• Join a small, innovative, and growing social impact organisation.
• Work closely with a highly collaborative senior founder team.
• Opportunity to develop in an entrepreneurial environment and grow the role over time.
• Flexible working arrangements and remote work, as well as opportunity to travel to client events occasionally if desirable.