Engagement Associate

cochlear; City of Brisbane; On-site; AUD 65,000 - 95,000; Full time

Job summary

Cochlear’s ANZ team in Sydney is seeking an empathetic Engagement Associate to guide prospective candidates through the hearing implant journey, delivering personalised support from initial enquiry to surgery. This 12-month maternity leave position offers exposure to Marketing, Sales, Clinical and Customer Service teams.

You will manage consumer inquiries, track interactions in CRM, analyse engagement metrics and contribute to a high-quality candidate experience across touchpoints.

Qualifications

• Proven experience (3+ years) in sales, preferably healthcare or consumer-facing roles.
• Strong influencing and persuasive communication skills (over the phone).
• High emotional intelligence with ability to tailor communication to diverse audiences.
• Excellent interpersonal skills and ability to build trust quickly.
• Familiarity with CRM systems and digital tools.

Responsibilities

• Manage and prioritise inbound and outbound consumer enquiries, delivering timely and personalised support.
• Act as the primary contact for candidates via phone, email and events.
• Guide candidates through the hearing implant journey with empathy, clarity and accurate information.
• Build and maintain trusted relationships with consumers, clinicians, and Cochlear recipient network.
• Support and attend consumer and professional events to engage and nurture candidates.
• Track all consumer interactions using CRM and business systems.
• Analyse lead flow, conversion trends and engagement metrics to support market growth.

Skills

Sales experience

CRM systems

Communication skills

Emotional intelligence

Stakeholder management

Tools

CRM platforms

Job description

Cochlear’s mission is to help people hear and be heard. As the global leader in implantable hearing solutions, Cochlear is dedicated to helping people with moderate to profound hearing loss experience a world full of sound. We aim to transform the way people understand and treat hearing loss and innovate to connect people with future technologies. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. Learn and grow with us as we tackle the most complex challenges in helping more people to experience a lifetime of hearing.

The Opportunity

We are seeking an empathetic and commercially minded Engagement Associate to join our ANZ team based in Sydney.

In this role, you will act as a trusted guide for prospective candidates considering cochlear implantation-providing personalised support, sharing insights, and building confidence throughout their journey from initial enquiry through to surgery.

This is a highly collaborative role where you will partner closely with Marketing, Sales, Clinical and Customer Service teams to deliver a seamless consumer experience and drive strong conversion outcomes.

By reaching out to consumers and offer them valuable insights through mentoring, you will play an important role in helping our customers to Hear now. And Always.

Please note: This is a 12 Month Maternity leave position until October 2027.

Key Responsibilities include:

Consumer Engagement & Communication

• Manage and prioritise inbound and outbound consumer enquiries, delivering timely and personalised support


• Act as the primary contact for candidates via phone, email and events


• Guide candidates through the hearing implant journey with empathy, clarity and accurate information


• Build and maintain trusted relationships with consumers, clinicians, and the Cochlear recipient network


• Support and attend consumer and professional events to proactively engage and nurture candidates

Cross-functional Collaboration

• Partner closely with Marketing to optimise consumer engagement strategies and lead management


• Work with Sales and Clinical teams to connect candidates with appropriate programs and services


• Contribute to a consistent and high-quality candidate experience across all touchpoints

Data Tracking & Insights

• Track all consumer interactions using CRM and business systems


• Analyse lead flow, conversion trends and engagement metrics to support market growth


• Identify emerging trends and provide recommendations to enhance performance

Follow-up & Candidate Experience

• Maintain rigorous follow-up on all consumer interactions, ensuring no opportunity is missed


• Deliver a high-touch, personalised experience that builds trust and confidence

Administrative Support

• Provide operational support to Marketing and Field teams


• Contribute to continuous improvement of processes and systems

About You

You are a strong communicator who thrives on building relationships and supporting people through important decisions. You bring both commercial acumen and emotional intelligence to every interaction.

Required Skills & Experience

• Proven experience (3+ years) in sales, preferably within healthcare or consumer-facing roles


• Strong influencing and persuasive communication skills (particularly over the phone)


• High emotional intelligence, with the ability to tailor communication to diverse audiences


• Excellent interpersonal skills and ability to build trust quickly


• Strong organisational skills with ability to manage multiple priorities and follow-ups


• Comfortable using CRM systems, databases, and digital tools

Desirable

• Experience in patient support programs or consumer engagement roles


• Background in audiology, speech & language, or healthcare


• Personal connection to hearing loss or Cochlear products (advantageous but not essential)

How we recognise your contribution At Cochlear we value and welcome the unique contributions, perspectives, experiences, and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences, creating a sense of belonging and enabling our people to realise their full potential. Through our internal programs and employee benefits, we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning, professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments, then we have several programs in place to support you.
For more information about Life at Cochlear, visit www.cochlearcareers.com