Head of Customer & Commercial | Aged Care

Role overview

This position is a step beyond day-to-day operations for an experienced aged care leader who wants to influence the sector more broadly. The business develops technology that supports providers in improving customer experience, wellbeing, lifestyle services and premium service offerings (HELF) across a larger scale.

The company is seeking a commercially strong leader from aged care who can guide how its software is implemented, embraced and expanded across Australia. Instead of focusing on a single organisation, this role is about shaping outcomes for providers nationally and contributing to the future direction of aged care.

This is not a standard customer success, operations or sales position. The person in this role will be accountable for the commercial health and customer performance of the business, working closely with major aged care providers to make sure the solution delivers measurable results, strong adoption and recurring revenue growth.

The role combines responsibility for customer retention, commercial performance, customer outcomes and new growth opportunities across both existing and prospective clients. It requires someone who can balance customer value with business growth, understanding that long-term success depends on both.

This opportunity suits someone with a background in aged care operations, regional leadership, service delivery or provider management who is ready for a wider strategic and commercial remit.

Key responsibilities

• Build and maintain senior relationships with major providers in aged care, home care and retirement living.
• Increase uptake of the platform across sites, services and internal teams.
• Spot and develop revenue opportunities across HELF, lifestyle, wellbeing and future product lines.
• Support strategies that improve retention and uncover expansion within current accounts.
• Track commercial results and help deliver revenue and growth objectives.
• Oversee successful rollouts and sustained client outcomes after implementation.
• Lead the customer success, support and sales capabilities within the business.
• Guide, coach and develop a small but important team.
• Work with the CEO to turn customer and sector insight into product priorities.
• Share practical recommendations that lift engagement, usage and product adoption.
• Represent the business with executives, sector leaders and provider organisations.

About you

You may currently hold a leadership role such as Regional Operations Manager, State Operations Manager, General Manager Operations, Executive Manager Residential Care, Home Care Operations Leader, Retirement Living Operations Leader, or another senior leadership role within aged care or retirement living.

You are likely looking to broaden your reach across the sector, move into a more strategic and commercially oriented role, work closely with executive stakeholders and help influence the future of aged care through technology and innovation.

Experience and capabilities required

We are looking for someone with strong sector experience, commercial judgement and the ability to lead and influence across teams and stakeholders.

• Substantial experience in aged care, home care, retirement living or a closely related sector.
• Clear understanding of provider operations and what drives customer experience.
• Commercial awareness and an appreciation of how operational decisions affect revenue, profitability and customer outcomes.
• Experience working with budgets, targets, occupancy, utilisation, service delivery metrics or broader business performance measures.
• Confidence taking ownership of commercial outcomes, retention and growth targets.
• Ability to identify ways to improve revenue, customer value and overall business performance.
• History of leading teams and creating accountability.
• Ability to influence both senior executives and frontline staff.
• Strong relationship-building and stakeholder management skills.
• A practical, solutions-driven way of working.

Personal qualities

• Commercially curious and commercially minded.
• Focused on customer needs and outcomes.
• Strong bias toward delivery and results.
• Highly organised and structured in approach.
• Clear and effective communicator.
• Motivated by improving outcomes for older Australians.

Why this opportunity stands out

This role offers the chance to shift from managing one organisation to influencing many. You will help shape how providers deliver wellbeing, lifestyle and premium services, work directly with some of Australia's leading aged care and retirement living organisations, and contribute to a business that combines media, technology and care expertise.

You will also play a part in defining the direction of one of the sector's more innovative software platforms while helping improve outcomes for older Australians and those who support them.

About the organisation

The broader group connects consumers, providers and technology across aged care, home care and retirement living. Its ecosystem includes national media and directory platforms, a care matching and concierge service, and software solutions that improve customer experience, lifestyle, wellbeing and service delivery outcomes.

Through the platform, the team works alongside providers to improve the experience of older Australians and the people who care for them.

Location and work style

This position is based in South Melbourne and follows a hybrid working model. Some travel will be required for client meetings, conferences and industry events.

Application requirements

To be considered, applicants must submit a CV and a cover letter that addresses the following points:

• Why the role interests you.
• What experience you bring and why you are a strong match.
• What working in aged care means to you personally and why it matters.
• An example of a commercial, operational or customer challenge you have helped solve.

Applications without a cover letter addressing these points will not be considered.