Job Overview
The Customer and Commercial Manager plays a key role in delivering exceptional patient and referrer experiences through effective operational execution, referrer engagement, local business development, and frontline performance leadership.
* Develop and implement regional initiatives aligned with broader business strategy objectives.
* Serve as the primary point of contact for all regional inquiries from referrers and staff.
* Lead and support a team of pathology collectors, fostering operational excellence through coaching, guidance, and clear communication.
* Identify and execute local growth opportunities to boost business performance and revenue.
* Conduct regular site inspections to maintain brand standards and hygiene compliance.
* Collaborate effectively with internal stakeholders, including fellow customer & commercial managers and executive leaders.
* Promote innovation by encouraging the adoption of digital tools and smarter ways of working.
* Build and maintain strong, trusted relationships with referrers to grow referral volumes.
* Establish and sustain a culture of accountability, growth, and high performance across frontline teams.
* Ensure continuous improvement in service standards, compliance, and workplace safety.
* Act as a visible leader who drives change, delivers on commitments, and inspires others.
* Represent the organization at community & industry events, promoting local & referral relationships.
Requirements
* Commercially minded with a deep understanding of frontline performance and outcomes.
* Experience in healthcare, retail, or operational leadership (multi-site preferred).
* Proven ability to lead, engage, and inspire frontline teams.
* Strong relationship-building skills.
* A track record in quality, compliance, and WHS.
* Commercial acumen and results orientation – you know how to deliver outcomes.
* Confidence with digital tools (CRM, BI tools).