Customer Experience Manager - Worker Compensation

About the role

WorkFocus, part of the MedHealth Group, is looking for an experienced, commercially driven Customer Experience Manager to lead strategic customer relationships and expand its presence across New South Wales. This is a 12-month parental leave cover opportunity, giving the chance to step into an established portfolio of customers and industry partners while growing referrals and revenue. The role suits someone who enjoys winning new business, managing strategic accounts and building long-term partnerships.

Key responsibilities

• Develop and run customer growth strategies to increase referrals, market share and revenue across existing and prospective accounts.
• Build and maintain relationships with insurers, employers, brokers, government agencies and other industry stakeholders.
• Lead strategic account management for existing customers and act as their main point of contact.
• Pursue new business such as panel appointments, preferred provider agreements and partnerships.
• Facilitate customer business reviews, contract discussions and strategic planning sessions.
• Collaborate with operational leaders to meet contractual commitments and service standards.
• Analyse customer performance, referral trends and market intelligence to find expansion opportunities.
• Represent WorkFocus at industry events, conferences and stakeholder forums.

Required profile

• Minimum 3 years' experience in the workers' compensation industry.
• Proven track record of driving repeat business, referral growth and new business.
• Strong understanding of customer drivers and service delivery in workplace rehabilitation, health and wellbeing services.
• Commercial acumen to drive growth, profitability, quality initiatives and market development.
• Tertiary qualification in Occupational Therapy, Physiotherapy, Exercise Physiology, Psychology, Rehabilitation Counselling, Workplace Health and Safety or a related discipline is desirable.

What we offer

• Flexible working from home, the office or in the community, with your own schedule.
• Mentoring from a multi-award-winning team and multiple career pathways.
• Financial incentives program, purchase of additional annual leave and paid parental leave.
• Benefits including salary sacrificing, fitness passport, novated leasing and referral programs.