Customer and Commercial Manager

Healius Limited; Australia; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flare discounts and perks

EAP and wellbeing support

Childcare discounts

Learning and development

Fitness Passport and health benefits

Job summary

Healius Limited is seeking a Customer & Commercial Manager to lead pathology collection services across multiple sites, ensuring high-quality patient and referrer experiences while driving local business performance. You will report to the Business Manager and coach frontline teams to sustain strong service standards.

The role focuses on strengthening referrer relationships, delivering regional strategies, and fostering a high-performing culture through leadership and capability development

Qualifications

• Experience leading frontline teams across multiple sites or locations.
• Proven ability to drive business growth, customer satisfaction and commercial outcomes.
• Experience in healthcare, retail or similar customer-focused operations.

Responsibilities

• Implement local initiatives and action plans that align with regional strategies and business objectives.
• Act as the first point of contact for healthcare referrers, responding to enquiries, feedback and service needs.
• Identify and execute local business development opportunities that support growth and referral activity in collaboration with operational and commercial teams.
• Coordinate patient and referrer engagement initiatives, using feedback to enhance service experiences.
• Facilitate digital onboarding for new referrers and support the adoption of digital health tools and systems.
• Provide daily coaching and guidance to frontline staff, supporting performance, engagement and adherence to service standards.
• Lead team communication, onboarding, induction, recognition and performance review activities across your area.
• Conduct regular site visits to ensure quality, compliance, brand presentation and national specimen collection standards are maintained.
• Represent Healius at community and industry events promoting local services and referral relationships.
• Maintain accurate CRM records, capturing stakeholder engagement and business development activity.

Skills

People leadership

Stakeholder management

Commercial acumen

Change management

Digital systems

Tools

CRM systems

Job description

Job Reference: 22728

At Healius, we're united by a shared purpose: making a difference to the future of Australia's health. There's never been a more exciting time to join us as we transform into a stronger, more agile organisation with a focus on innovative ways of working, excellent customer and patient experiences and being a great place to work.

About Us

Healius is one of Australia’s leading healthcare companies, committed to supporting quality, affordable and accessible healthcare for all Australians. Through our network of state-based and specialty brands, we provide high-quality diagnostic services that support clinicians to make informed decisions and improve patient outcomes.

With more than 80 medical laboratories and approximately 2,000 patient collection centres nationwide, we process approximately one in four Medicare-funded pathology tests each year, supporting services that extend from some of Australia’s largest and most complex private and public hospitals to regional areas and remote Indigenous communities.

About The Role

As a Customer & Commercial Manager, you will lead the delivery of pathology collection services across your area, ensuring strong operational performance, consistent service quality and exceptional patient and referrer experiences. Reporting to the Business Manager, you will be responsible for strengthening referrer relationships, driving local business performance and fostering a high-performing culture through effective leadership, coaching and capability development.

Key responsibilities

• Implement local initiatives and action plans that align with regional strategies and business objectives
• Act as the first point of contact for healthcare referrers, responding to enquiries, feedback and service needs
• Identify and execute local business development opportunities that support growth and referral activity in collaboration with operational and commercial teams
• Coordinate patient and referrer engagement initiatives, using feedback and insights to enhance service experiences
• Facilitate digital onboarding for new referrers and support the adoption of digital health tools and systems
• Provide daily coaching and guidance to frontline staff, supporting performance, engagement and adherence to service standards
• Lead team communication, onboarding, induction, recognition and performance review activities across your area
• Conduct regular site visits to ensure quality, compliance, brand presentation and national specimen collection standards are maintained
• Represent Healius at community and industry events promoting local services and referral relationships
• Maintain accurate CRM records, capturing stakeholder engagement and business development activity

About You

We are seeking a people-focused leader with a proven ability to build strong stakeholder relationships, drive business growth and lead high-performing teams. You will be confident balancing people leadership, operational excellence and commercial performance, with a track record of improving customer satisfaction, strengthening business relationships and maintaining high service standards across a multi-site environment.

Qualifications and Experience

• Proven experience leading, coaching and developing frontline teams
• Experience managing people and operations across multiple sites or locations
• Demonstrated experience driving business growth, customer satisfaction and commercial performance outcomes
• Experience within healthcare, retail or a similar customer-focused operational environment

Key Skills and Attributes

• Strong leadership capability with the ability to coach, develop and engage frontline teams
• Excellent relationship-building and stakeholder management skills
• Commercial acumen with the ability to identify opportunities and drive business performance
• Strong change management capability and the ability to lead teams through evolving priorities
• Proficiency using digital systems, reporting tools and technology to support operational outcomes

We believe everyone leads, no matter what role they are in. Our ways of leading are the behaviours we expect our people to embody: Customer Focused, Accountable, Collaborative, Credible and Resourceful.

Benefits, Perks and Wellbeing

• Access to retailer discounts and perks through the Flare Benefits platform
• Health and financial benefits, including access to Fitness Passport, corporate health insurance discounts, banking benefits, novated leasing and salary packaging options
• Free and confidential wellbeing support through our Employee Assistance Program (EAP)
• Discounted childcare and babysitting services via Kiddo
• Access to online learning, courses and development pathways to support your career growth

Our Commitment to Diversity and Inclusion

Healius is an equal opportunity employer committed to fair, inclusive and merit-based recruitment practices. We stive to build diverse teams that reflect the communities we serve, valuing people across different life stages, genders, cultural backgrounds, ages and professional experiences. All applicants are assessed equitably based on their ability to meet the requirements of the role.

Healius is part of the Commonwealth Government’s Veteran Employment Commitment (VEC) and has been recognised as a Veteran Employment Supporter. We encourage applications from veterans and candidates with Australian Defence Force (ADF) experience.

Healius is committed to responding to every applicant, regardless of outcome. Timeframes may vary depending on the role and volume of applications.