Role Purpose (Why do we need this role?)

To lead the Australian commercial function as the regional commercial leader for Australia, with accountability for commercial strategy execution, revenue growth, retention, margin performance, customer experience outcomes and adoption of digital servicing channels. The position drives commercial excellence by strengthening account management discipline, improving Customer Success governance and ensuring customers realise value from Swire Shipping’s products, services and platforms. The role also leads the implementation and embedding of the Australian commercial operating model, ensuring transparent customer ownership, effective governance, capability development and adoption of new ways of working that improve commercial and customer outcomes.

The role enables sustainable growth through customer insight, market intelligence, digital adoption and disciplined execution, ensuring Australian performance supports broader regional commercial objectives. Working within approved regional and Head Office frameworks, the role represents the Australian market in regional commercial planning and supports practical execution of agreed priorities in Australia.

Regional Commercial Leadership

- Lead the Australian commercial agenda in alignment with regional growth priorities, trade strategy, customer segmentation and revenue objectives.
- Act as the senior commercial voice for Australia in regional forums, providing market intelligence, customer insights, competitor activity and performance feedback to support regional decision-making.
- Drive commercial performance by growing profitable revenue, improving pipeline conversion, strengthening customer retention, optimizing yield and margin, and ensuring effective execution of account plans.
- Lead strategic customer and market development priorities, including key account growth, tender positioning and sustainable growth opportunities.
- Influence and collaborate with regional commercial, trade, pricing, customer experience, operations and product stakeholders to ensure Australian execution supports broader regional outcomes.

Role Accountabilities (What is this role responsible for delivering?)

- Maintain senior engagement with selected strategic customers to support retention, escalation resolution and market insight, while day-to-day ownership remains within the approved Sales, Account Management and Customer Success model.
- Set the operating rhythm for Customer Success and Account Management, including role clarity, handoff points, customer segmentation, account coverage and service recovery pathways.
- Embed customer health governance and measurable retention actions across Commercial, Customer Success and supporting functions.
- Increase adoption of online booking, customer self-service and digital servicing solutions through targeted onboarding and engagement programmes.
- Coordinate pricing updates and commercial initiatives in Australia, ensuring clear communication, disciplined execution and compliance with approved governance.
- Lead customer experience improvement through feedback loops, service recovery insights and performance measures including NPS, OSAT, churn and customer health indicators.
- Oversee account planning and retention frameworks to ensure consistent application across the Australian commercial function.
- Drive CRM discipline,



sales process compliance and customer data quality.
- Manage Australian detention performance, including revenue capture, collections, aged debt reduction and process compliance.
- Run regular review forums for customer risk, digital uptake and agreed improvement actions.
- Lead regional marketing and customer event activities, working closely with customers and internal stakeholders to strengthen relationships, generate opportunities, and support business growth across the region.

Organisational Transformation & Change Leadership

- Lead the local execution of organisational redesign initiatives across Commercial, in line with the structure and direction set by Head Office.
- Translate Head Office frameworks, structures, processes and role expectations into practical ways of working that are fit for the Australian market.
- Partner with senior leadership to ensure the redesigned operating model delivers intended commercial, customer and employee outcomes in Australia.
- Identify Australian market requirements and recommend practical adaptations that improve effectiveness while maintaining alignment with global standards and governance.
- Define the competencies, behavioural expectations and success profiles required across Commercial to support the new operating model.
- Lead transformation-specific capability uplift through structured upskilling, mentoring and development activities that enable employees to succeed in redesigned Commercial roles.
- Support leaders and employees through the transition to the redesigned operating model by providing clear communication, practical guidance, feedback loops and issue resolution.
- Reinforce adoption of the redesigned ways of working by modelling the required behaviours, addressing resistance early and embedding continuous improvement into day-to-day execution.

Commercial Operating Model Effectiveness

- Monitor whether the redesigned Australian commercial operating model is delivering clearer accountability, improved customer ownership, stronger retention management, disciplined revenue execution and alignment to regional commercial priorities.
- Identify gaps in role clarity, decision rights, process adherence, customer handoffs and capability, and recommend corrective actions.
- Maintain governance routines that ensure CRM usage, pricing execution and customer feedback loops are embedded consistently.
- Provide evidence-based reporting to the Country Manager and relevant functional leaders on adoption progress, risks, benefits realisation and capability gaps.

People Management

- Lead and develop a capable team focused on commercial delivery, customer outcomes and continuous improvement.
- Set clear objectives, expectations and decision rights, supported by regular feedback, recognition and performance management.
- Build engagement, capability and succession plans that support a sustainable talent pipeline.
- Delegate effectively, encourage ownership and involve Human Resources where required.
- Promote collaboration across Commercial, Customer Success,



Operations and supporting functions.
- Model Swire Shipping’s values, safety culture and leadership expectations.

Other

- Comply with company polices, processes, procedures, and playbook.
- Work independently & assists the team in achieving goals, targets, and performance standards.
- Contribute to team by sharing their experience and understanding of policies, processes, and practices.
- Perform other duties as assigned.

Crisis Management

- Lead crisis management efforts for the commercial organisation as a part of the regional/country crisis management team.
- Provide input and feedback towards the ongoing improvement of the Crisis Management framework and procedure based on internal and external best practices.

Key Qualifications & Skills (What knowledge will ensure success in the role?)

Qualifications

- Tertiary qualification in Business, Sales, Marketing, Shipping, Supply Chain or another relevant discipline.
- Knowledge of the Australian shipping, logistics or supply chain market is desirable.
- Experience working within the Pacific Islands other culturally diverse markets is advantageous.

Technical Skills

- Minimum 10 years' commercial, sales, customer success or marketing experience within the shipping, logistics or supply chain industry.
- Experience in large account negotiations, account management and customer retention.
- Ability to develop and execute commercial strategies across multiple markets.
- Track record improving digital adoption, online servicing, customer self-service and onboarding.
- Experience with customer experience programmes, including feedback governance, NPS, OSAT, retention and churn improvement.
- Strong financial and commercial acumen, including budgeting, forecasting and performance analysis.
- Ability to use CRM systems, commercial reporting tools and customer analytics to improve business outcomes.
- Highly developed stakeholder management and negotiation skills.
- Strong change management capability, including stakeholder alignment, adoption tracking and perks realisation.
- Experience translating Head Office frameworks into local operating models, governance routines and measurable execution plans.

Professional Skills

- Proven experience and ability to strategise, plan effectively and deliver outcomes in a competitive business environment.
- Demonstrated commitment to exceptional sales and customer service.
- Experience working effectively across different cultures, countries and business environments.
- Strong numeracy, analytical capability and attention to detail.
- Well-developed communication and presentation skills.
- Mature problem-solving skills and a proactive approach to resolving difficult and complex issues.
- Strong persuasiveness, influencing, negotiation, customer objection handling and dispute resolution skills.
- Excellent leadership and people management skills.
- Ability to self and others to deliver business results.
- Ability to work effectively under pressure, to deadlines and adaptable to changing conditions.
- Ability to learn new concepts, systems, way of working and processes quickly and efficiently.
- Proficiency in MS Office.

Candidates must have Australian work rights (i.e., Australian or New Zealand Citizenship / Australian Permanent Residency) in order to be considered for this opportunity as Company visa sponsorship will not be provided.

📌 Regional Commercial Manager (Sydney)
🏢 Swire Shipping
📍 Sydney