Customer and Commercial Manager

Customer and Commercial Manager

**Job Reference 18023**

**Why You Will Be Excited About This Role**
- At Healius, we all have one thing in common, we are passionate about making a difference to the health of Australians.
- And right now, it's a pretty exciting time to join us, as we transform into a stronger, more agile organisation focused on creating excellent customer & patient experiences, smarter ways of working and building a great place to work.
- As Customer & Commercial Manager, you will be able to make an impact from day one, as you drive the delivery of high-quality pathology collection services for our customers. You will be using a breadth of skills as you focus on on operational execution, referrer engagement, business development and managing frontline performance.

**About Us**
- QML Pathology is a part of Healius. Healius employs 10,000+ passionate people, with an expansive network of over 100 medical laboratories and 2000 patient collection centres operating across metropolitan, regional and remote Australia. We provide 1 in every 3 pathology services in Australia, extending from exclusively servicing some of Australia’s largest and most complex private and public hospitals, to small Indigenous Australian communities. This means that you will be working with purpose whilst being a part of a business big enough to offer interstate mobility, job security and opportunities to fulfill your career ambitions.

**What You Will Be Doing**
- As Customer & Commercial Manager, you will be driving the delivery and success of pathology collection services in your region. This involves managing the operational execution, referrer engagement, local business development, and frontline performance.
- Reporting to the Business Manager, you will be using your strong leadership skills to directly manage a team of Pathology Collectors, ensuring high performing service standards, compliance and staff engagement in order to achieve excellent patient & referrer experiences.

**Your key responsibilities will include**:

- Drive regional initiatives that align seamlessly with broader business strategy
- Serve as the primary 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 uphold brand standards and hygiene compliance
- Collaborate effectively with internal stakeholders, including fellow customer & commercial managers and executive leaders
- Champion innovation by promoting the adoption of digital tools and smarter ways of working
- Build and maintain strong, trusted relationships with referrers to grow referral volumes
- Create 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 Healius at community & industry events, promoting local & referral relationships

**What Type of Person Will Be Successful**
- To be successful in this role, you will have a breadth of skills across business development, people leadership and operations management.
- You will be commercially minded while maintaining a deep understanding of frontline performance and its day-to-day impact on our customers.

**These are the type of attributes & skills you would possess**:

- 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, Medway or similar)
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**Benefits, Perks and Wellbeing**

**As part of working for Healius, you will have access to a range of benefits & perks including**:

- **Benefits platform** - Reduce the impact of the cost of living with everyday savings with 500+ of Australia's most-loved brands, (from the weekly grocery shop to premium perks like holidays).
- **Fitness Passport** - Access top fitness centres across Australia at a subsidised rate
- **Corporate health insurance discounts**, banking benefits and novated leasing packaging
- **An e-learning platform** with access to a library of courses and learning paths
- **An Employee Assistance Program** (EAP) dedicated to employee health and wellbeing provided by professional coaches

**Our Commitment to Diversity And Inclusion**
- subbrand is an equal opportunity employer committed to creating an inclusive workplace. We seek to recruit from diverse applicants and create teams with skills, perspectives and experiences that complement each other at work. We welcome suitably qual