[Apply Now] Client Experience Manager

3 days ago

City of Hobart, Australia Thedistrictnurses Full time

Client Experience Manager - Re-advertised

Posted: 17/10/2025

Closing Date: 31/10/2025

Job Type: Permanent - Full Time

Job Category: Senior Management and Executive

At TDN, we help people live well with dignity and independence. We are committed to providing person‑centred care and exceptional client experiences at every touchpoint.

Job Description

We are seeking a hands‑on Client Experience Manager (CEM) to lead our Intake and Client Administration teams. You will ensure a seamless client journey from first enquiry to ongoing engagement while embedding a modern client experience model that reflects TDN’s values and brand promise. As a member of the Senior Management Team, you will drive continuous improvement, optimise systems and processes, and champion a culture of trust and loyalty.

Desired Skills and Experience

Key Responsibilities:

Lead and develop Intake and Client Administration teams to deliver outstanding client experiences.

Optimise systems, processes, and team capability to improve efficiency and service quality.

Own client feedback and complaints management, ensuring timely and effective resolution.

Sponsor the design and adoption of a prospect CRM and related tools to enhance visibility, conversion, and retention.

Build and maintain trusted relationships with clients, carers, referrers, and community partners.

Key Requirements:

Proven leadership in managing client intake, administration, or service coordination teams, ideally in aged care, community, or health services.

Strong understanding of client experience principles and ability to design seamless client journeys.

Knowledge of government‑funded community aged care programs and their impact on service delivery.

Excellent organisational, time management, and multitasking skills across multiple sites.

Outstanding communication and interpersonal skills, with a track record of building trusted relationships with clients, carers, staff, and stakeholders.

Experience implementing systems, tracking referral pipelines, and using data to drive performance improvements.

Proficiency in Microsoft Office, CRM, and client management systems.

What We Offer:

A meaningful leadership role with the opportunity to shape client experiences.

Opportunities for professional growth and development.

Employer of Choice - supporting staff with EAP, access to discounted gym and pool membership via Fitness Passport.

Apply Now:

Questions? Please reach out to Steve McCullagh, Executive Manager Business Development and Partnerships, at smccullagh@thedistrictnurses.org.au or 6208 0500.

For more information: Visit www.thedistrictnurses.org.au/careers to access the detailed position description and selection criteria.

How to apply: Please submit your resume and cover letter addressing your experience and why you would be a great fit for The District Nurses via SEEK by close of business, Friday 31st October 2025.

We reserve the right to commence recruitment proceedings immediately and may close the advert early at our discretion.

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