Senior Customer Care Manager

Job Description

Help shape the future of workplace wellbeing

At Assure, we’re evolving the way we partner with organisations.

We’re moving beyond traditional EAP and retrospective service reporting towards a more connected approach to workplace wellbeing, bringing together workforce intelligence, digital engagement, human clinical expertise and consulting capability to help organisations understand what is happening across their workforce and take meaningful action.

We’re looking for an experienced Senior Customer Care Manager to play an important role in that evolution.

This is not a traditional account management role.

You’ll partner with some of Assure’s priority and complex customers, combining strong commercial and relationship capability with curiosity, analytical thinking and an understanding of workplace wellbeing. You’ll help customers interpret workforce wellbeing signals, understand emerging priorities, improve engagement and translate insight into practical actions that create measurable value.

What you’ll do

In this role, you will:

• Turn data and customer context into clear insights, recommendations and practical action plans, rather than simply reporting activity.
• Help customers adopt and maximise our digital platform Wellbeing Gateway, connecting digital engagement with Assure’s broader clinical, consulting and wellbeing capability.
• Build trusted relationships with senior stakeholders across People & Culture, WHS, Risk, Finance and executive leadership.
• Use workforce wellbeing, service utilisation and engagement data to identify meaningful patterns, emerging themes and opportunities.
• Lead strategic customer reviews, executive conversations, renewal planning and continuous improvement activity.
• Identify responsible growth opportunities based on genuine customer needs and connect customers with relevant Assure and broader APM capability.

What you’ll bring

We’re looking for someone who is comfortable moving between relationships, data, strategy and execution.

You’ll ideally bring:

• Significant experience managing senior enterprise customer relationships within workplace wellbeing, EAP, health, human services, consulting, HR, WHS, risk or another complex B2B environment.
• Confidence working with CRM platforms, reporting dashboards, Microsoft 365 and emerging AI-enabled tools.
• Confidence engaging senior leaders and executives and providing clear, credible and commercially relevant advice.
• Strong analytical judgement, with the ability to interpret data, recognise patterns, challenge assumptions and turn information into practical recommendations.
• An understanding of workplace mental health and wellbeing, psychosocial risk, employee engagement or related areas.
• Strong commercial acumen and an understanding of contracts, scope, utilisation, revenue, margin and value realisation.
• The ability to coordinate multiple internal specialists and turn diverse expertise into a joined-up customer experience.

You don’t need to be a data scientist. What matters is your ability to ask good questions, critically interpret information, understand the customer’s context and turn insight into a clear point of view and meaningful action.

Why Assure?

This is an opportunity to join Assure at an exciting point in our evolution.

Our ambition is to help customers move from reacting to workforce wellbeing issues to understanding emerging needs earlier, making better-informed decisions and connecting insight with the right human support and interventions.

For the right person, this means the opportunity to help shape not only important customer partnerships, but also how the next generation of workplace wellbeing and workforce intelligence is delivered.

If you’re excited by the intersection of customer strategy, workplace wellbeing, technology, data and human care, we’d love to hear from you.

Qualifications

Additional Information