Senior Customer Care Manager - Workplace Wellbeing

About the role

Assure is looking for an experienced Senior Customer Care Manager in Brisbane to help evolve its partnership with organisations, moving beyond traditional EAP and retrospective reporting toward a more connected approach to workplace wellbeing. This is not a traditional account management role: you will partner with priority and complex customers, combining commercial and relationship capability with an understanding of workplace wellbeing.

Key responsibilities

• Turn data and customer context into clear insights, recommendations and practical action plans, rather than simply reporting activity.
• Help customers adopt and maximise the digital platform Wellbeing Gateway, connecting digital engagement with Assure's clinical, consulting and wellbeing capability.
• Build trusted relationships with senior stakeholders across People & Culture, WHS, Risk, Finance and executive leadership.
• Use workforce wellbeing, service utilisation and engagement data to identify patterns, emerging themes and opportunities.
• Lead strategic customer reviews, executive conversations, renewal planning and continuous improvement.
• Identify growth opportunities based on genuine customer needs and connect customers with relevant Assure and broader APM capability.

Required profile

• Significant experience managing senior enterprise customer relationships in workplace wellbeing, EAP, health, human services, consulting, HR, WHS, risk or another complex B2B environment.
• Comfortable moving between relationships, data, strategy and execution.
• Understanding of workplace mental health and wellbeing, psychosocial risk, employee engagement or related areas.
• Strong commercial acumen on contracts, scope, utilisation, revenue, margin and value realisation.
• Ability to coordinate multiple internal specialists into a joined-up customer experience.

Required skills

• CRM platforms, reporting dashboards, Microsoft 365 and emerging AI-enabled tools.
• Engaging senior leaders and executives with clear, commercially relevant advice.
• Analytical judgement: interpreting data, recognising patterns, challenging assumptions and turning information into recommendations.