About the Role

Liberty Behavioural Services is a mission-driven provider of evidence-based behavioural support, built on clinical integrity, operational excellence and a genuinely person-centred approach. As our clinical team grows, we are investing in the commercial capability needed to connect the people who need our support with the practitioners ready to deliver it.

This newly created, business-critical role owns our referral engine end to end – digital marketing, customer acquisition and reputation building sit at its core, alongside broader business development and strategic planning, through to referral partnerships and team leadership. Its purpose is to convert our rapid clinical growth into matched, sustainable participant demand – and to grow the active client base we hold, net of exits – so that current and existing practitioners maintain full, well-matched caseloads. As our first business development leader, you inherit a live CRM and pipeline, a dedicated administration team member and an offshore graphic designer reporting to you, a wider administration team you co-manage with the Administration Manager, and established referral partnerships – and you will build the strategy and team performance around them.

Reporting & Working Relationships

- Reports to: Manager of Strategic Partnerships & Social Impact.
- Direct reports: One dedicated Administration Team member (outbound calling and reactivation of dormant leads), and an offshore Graphic Designer (creative assets and campaign collateral). Also co-manages the wider Administration Team alongside the Administration Manager.
- Works closely with: Chief Executive Officer / Business Owner (growth strategy, business cases and strategic options), Manager of PR and Talent Acquisition, our Referral Partners, and external digital marketing agencies.

Key Accountabilities The role spans seven connected areas – digital marketing, customer acquisition and reputation building sit at the centre, within a broader remit of strategic planning, team leadership and high-value relationships.

1 Growth Strategy, Planning & Capacity Alignment

- Growth strategy & expansion: Own Liberty’s comprehensive growth strategy – built from market and competitor intelligence across the NDIS/disability-support sector – and present it to the executive team annually for approval, building on the draft strategy proposed at interview. Where to expand next is a joint decision with the executive team, driven primarily by demonstrated demand (participants waitlisted) in a given region or service line; the Manager of PR and Talent Acquisition leads all hiring into new regions.
- State-of-play review: Assess current demand, capacity, referral sources, funnel and spend to inform the growth strategy and target the highest-ROI activities.
- Capacity matching: Work with Clinical and Intake leadership to direct growth effort toward filling real practitioner availability with well-matched participants.
- Net client growth: Track the total active client base every month and work with Clinical and Operations leadership on the exit drivers that erode it – the role is rewarded on net growth in active clients, not on gross conversions alone.
- Sales process & forecasting: Own the end-to-end referral process from first contact to signed service agreement – qualification, lead scoring, hand-offs and disposition rules – specifying the CRM and automation changes needed, and translate strategy into forecasts and monthly priorities the executive can rely on.
- Business case & strategic options: Build the financial case (revenue, cost, ROI) for major growth initiatives, and contribute business-development analysis to the company’s strategic options and exit planning, working with the CEO and your manager.

2 Outbound Program & Team Leadership
- Outbound program ownership: Set the target segments,



call priorities, scripts and cadence for the outbound program executed by the administration team, and personally lead key-account and escalation conversations.
- Relationship building: Build authentic, trusted relationships with Support Coordinators as a consultative partner rather than a transactional one.
- Team leadership: Line-manage your dedicated administration team member and offshore graphic designer – 1:1s, coaching, targets and performance reviews – and co-manage the wider administration team’s outbound priorities and performance alongside the Administration Manager; recommend headcount as the program scales.
- Reactivation & rapid response: Direct the reactivation of our warm but dormant Support Coordinator network to grow active referrers, and own the Rapid Response Unit’s speed-to-lead standard, scripts and escalation paths, using AI call-recording feedback to lift conversion.

3 Referral Partnerships & Channel Management
- Partner ownership & negotiation: Own commercial relationships with paid and directory referral partners (Karista, MyCareSpace, Clickability and future partners) – performance reviews, quality standards and volume targets – and negotiate terms within parameters set by your manager, with authority to pause under-performing channels.
- Referral qualification: Approve or decline referrals in the “ASK” band of the Behaviour Support Referral Decision Matrix, and own the matrix, partner onboarding form and referral checklist.
- Industry representation: Work collaboratively with the Manager of PR and Talent Acquisition to represent Liberty at sector conferences, forums and provider networks, building relationships and personal credibility across the NDIS and disability-support sector.

4 Events & Experiential Marketing
- Event strategy & set-up: Work with the Manager of PR and Talent Acquisition to identify high-yield expos and experiential opportunities, then allocate set-up to an admin team member with a clear framework for target attendees, invitation channels and RSVP management.
- Run sheet, handover & analysis: Co-create the run sheet and hand over implementation to the Manager of PR and Talent Acquisition, then lead the post-event analysis and the changes needed for future success.

5 Digital Marketing & Customer Acquisition
- Email marketing & outreach: Own B2B email and LinkedIn outreach – Mailchimp, InMail, Dripify and direct messaging – to drive conversion outcomes.
- Clinical & compliance sign-off: Secure clinical input and approval from the Manager of PR and Talent Acquisition for all Mailchimp campaigns, and work with your graphic designer to keep creative fresh and NDIS-compliant.
- Ad-spend management: Act as key contact for our external agency, overseeing the $35,000 digital ad spend across Google Search, Display, AEO and SEO and holding it accountable to ROI.

6 Building Company Reputation
- Reputation strategy: Own the strategy and campaign to ethically grow our volume of genuine, positive reviews and feedback across NDIS directories (Clickability, MyCareSpace and Karista) and Google, working collaboratively with the Manager of PR and Talent Acquisition on broader brand reputation and communications.

7 Reporting & Forecasting
- Reporting & forecasting: Analyse campaign and spend performance, deliver concise weekly summaries into “The Oracle” executive dashboard,



and produce a rolling 90-day conversion forecast – alongside the month-end active client count – with monthly recommendations on where effort should be directed.

Selection Criteria

ESSENTIAL

- Proven business development or sales success in a high-relationship, high-touchpoint environment, with a demonstrable track record of generating growth.
- Experience in the NDIS, disability, allied health or broader care sector, with strong knowledge of the NDIS operating environment – the Support Coordinator referral pathway, NDIS Code of Conduct, Pricing Arrangements and conflict-of-interest expectations.
- Strategic and commercial acumen – a genuine “business mind” able to develop data-backed growth strategies, build business cases and financial models for new initiatives, identify gaps and opportunities including new markets or service lines, and make ROI-focused decisions.
- Strong communication and phone manner, with the ability to build trust and authentic rapport quickly – applied to key accounts, partners and escalations rather than day-to-day dialling.
- Digital marketing and customer acquisition capability, including hands-on experience with email and LinkedIn outreach platforms (Mailchimp essential; tools such as Dripify or LinkedIn Sales Navigator highly regarded), managing a structured pipeline, and confidence directing external agencies and digital ad budgets.
- Data literacy – comfortable interpreting performance data and reporting clearly to an executive audience.
- High autonomy and initiative, with the maturity to build a function from scratch and set priorities without close direction.
- Proven people-leadership experience and a track record of developing junior team members.
- Experience designing or improving a sales or referral process – stages, qualification, hand-offs – and specifying CRM or automation changes to support it.
- Experience managing commercial partner or channel relationships, including negotiating terms and holding partners to quality standards.
- Strong integrity and emotional intelligence appropriate to the disability and care sector, with sound, person-centred judgement.
- Highly organised, able to co-create event run sheets, manage multiple workstreams, external partners and competing deadlines.

DESIRABLE

- Experience identifying and shaping high-yield events, expos or experiential marketing opportunities in partnership with a PR or marketing team.
- Experience with Zoho CRM.
- Content and storytelling skills, including social / LinkedIn content.
- Creative or design oversight and an eye for brand and visual consistency.
- Comfort with AI tools and a sense of how to apply them across sales, marketing and operations – for example, AI-assisted content, call-recording analysis or workflow automation.

Behavioural Attributes

Beyond the technical criteria, we are looking for someone who is:
- Intuitive and smart – reads people and situations well, and connects the dots others miss.
- A self-starter – takes initiative and ownership without waiting to be told.
- A hunter with heart – driven by results, but grounded in the knowledge that we serve people with disability and that how we grow matters as much as how fast.
- Curious and fresh-thinking – always looking for a better way.
- Resilient and adaptable – thrives in a fast-changing, rapidly scaling business.
- Decisive – comfortable making calls on spend, partners and priorities with incomplete information, and owning the outcome.

Our Commitment

Liberty Behavioural Services is committed to an inclusive, accessible and respectful workplace. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander people, people with disability, people from culturally and linguistically diverse communities, and people of all genders.

Appointment is subject to relevant background, NDIS Worker Screening and reference checks.

📌 Business Development Manager (Melbourne)
🏢 Liberty Behavioural Services
📍 Melbourne