Job Description

Shape Customer Partnerships. Drive Growth. Make a Difference.

We're looking for an experienced and commercially driven Customer Experience Manager to lead strategic customer relationships, expand our presence across New South Wales, and drive sustainable referral and revenue growth.

This is an exciting 12-month parental leave cover opportunity, offering the chance to step into a well-established portfolio of customers and industry partners while identifying and securing new opportunities for growth. Working closely with state and national leaders, you'll play a key role in strengthening existing partnerships, enhancing customer performance, and positioning WorkFocus as a provider of choice across the NSW market.

This role is ideal for a relationship-focused professional who thrives on winning new business, managing strategic accounts, negotiating commercial outcomes, and building long-term partnerships that deliver mutual value.

What You'll Be Doing

- Develop and execute customer growth strategies to increase referrals, market share and revenue across existing and prospective accounts.
- Build and maintain solid relationships with insurers, employers, brokers, government agencies and key industry stakeholders.
- Lead strategic account management activities for existing customers,



ensuring WorkFocus remains a trusted and valued partner.
- Identify, pursue and secure new business opportunities, including panel appointments, preferred provider agreements and partnership opportunities.
- Act as the primary point of contact for customers, proactively managing relationships and ensuring an exceptional customer experience.
- Facilitate customer business reviews, contract discussions and strategic planning sessions to demonstrate value and drive growth.
- Collaborate with operational leaders to ensure service delivery excellence, customer satisfaction and achievement of contractual commitments.
- Analyse customer performance, referral trends and market intelligence to identify opportunities for expansion and continuous improvement.
- Represent WorkFocus at industry events, networking functions, conferences and stakeholder forums to strengthen market presence and generate opportunities.

Why This Role Matters

As a key member of the Customer Experience team, you'll help shape how WorkFocus engages with customers across NSW, ensuring we continue to strengthen strategic partnerships, grow referral pathways, secure preferred provider opportunities and deliver outstanding outcomes for both customers and the people we support.

📌 Customer Experience Manager - Worker Compensation (Sydney)
🏢 Workfocus Australia
📍 Sydney