Senior Manager- Growth and Engagement

MedHealth; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Job summary

Ability Action Australia is seeking a Senior Manager - Growth & Engagement to lead the Growth & Engagement Partner team, nurturing strategic customer relationships and translating insights into measurable business improvements across the end-to-end experience.

The role focuses on driving sustainable growth, retention, and client satisfaction by aligning operations, clinical, intake, marketing and leadership teams with customer-centric priorities in a dynamic, growth-focused environment.

Qualifications

• Tertiary qualifications in allied health, business, marketing or similar (essential)
• Strategy, business development and/or account management experience, ideally in the disability, healthcare, or allied health sectors (essential)
• People leadership experience (essential)
• Experience using data, CRM and reporting to drive business decisions and performance (essential)
• CX, Service Design, or Quality Improvement training (advantageous but not essential)
• A sound understanding of person-centred thinking, NDIs and NDS standards (Desirable)
• Strong commercial acumen and understanding of growth, customer experience and retention
• Strong strategic thinking, analytical and problem-solving capability
• Exceptional stakeholder engagement, relationship management and influencing skills
• Demonstrated ability to lead cross-functional change and influence without direct authority
• Strong communication, prioritisation and execution skills
• Genuine curiosity and empathy for customer and client needs
• Ability to operate effectively in a complex, changing and growth-focused environment

Responsibilities

• Lead Growth & Engagement Partner team to build strategic customer relationships and drive sustainable growth.
• Translate feedback and insights into practical improvements across end-to-end customer experience.
• Collaborate with cross-functional leaders to improve delivery of services to reflect customer needs.

Job description

Ability Action Australia, where every day is an opportunity to make a meaningful difference. As a national NDIS provider, we support children, adolescents and adults through high-quality therapy and support services, helping participants achieve their goals, build confidence, and get more out of life.

Job Description

This role leads the Growth & Engagement Partner team to build and strengthen strategic relationships with our customers while ensuring these relationships translate into sustainable growth, strong retention and positive business outcomes.

This role looks at two key aspects of the end-to-end experience:

• Leading the Growth & Engagement Partner team to build and strengthen strategic relationships with our customers while ensuring these relationships translate into sustainable growth, strong retention and positive business outcomes.
• Leading the organisation’s approach to customer and client experience, acting as the voice of the customer and client, translating feedback, data and market insight into practical improvements across the end-to-end experience.

Qualifications

Working closely with operational, clinical, intake, marketing and divisional leaders, the Senior Manager - Growth & Engagement connects growth, engagement, experience and commercial performance, ensuring we understand what matters to our customers and clients and continuously improve how we deliver our services to reflect this.

To be successful in this role you will have:

• Tertiary qualifications in allied health, business, marketing or similar (essential)
• Strategy, business development and/or account management experience, ideally in the disability, healthcare, or allied health sectors (essential)
• People leadership experience (essential)
• Experience using data, CRM and reporting to drive business decisions and performance (essential)
• CX, Service Design, or Quality Improvement training (advantageous but not essential)
• A sound understanding of person-centred thinking, experience in and/or strong understanding of the principles and key scheme roles of the NDIS and the National Disability Service Standards (Desirable)
• Strong commercial acumen and understanding of the relationship between growth, customer experience and retention
• Strong strategic thinking, analytical and problem-solving capability, with the ability to turn insight into action
• Exceptional stakeholder engagement, relationship management and influencing skills
• Demonstrated ability to lead cross-functional change and influence without direct authority
• Strong communication, prioritisation and execution skills
• Genuine curiosity and empathy for customer and client needs
• Ability to operate effectively in a complex, changing and growth-focused environment

Additional Information

You are welcome here.

Our fast-growing team of more than 4,000 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.

We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQIA+ community, veterans, carers and Indigenous Australians to our team.

We are happy to adjust our recruitment process to support accessibility needs.