Head of Client Experience

For nearly 30 years, Tender Loving Cuisine (TLC Meals) has been a trusted partner to the aged care and disability community, delivering health‑accredited, great‑tasting meals directly to clients’ homes. With head office located in Five Dock, what truly sets TLC apart is not just nutrition and compliance — it’s care . Care for dignity. Care for independence. Care for doing the small things exceptionally well for people who matter. As TLC enters its next phase of growth, we’re seeking a senior leader to elevate and own the end-to-end client experience . The Opportunity Reporting to the Chief Growth Officer , the Head of Client Experience is a pivotal leadership role responsible for shaping how clients engage with TLC — from first enquiry through to long‑term retention. This is a hands‑on, people‑led leadership role overseeing the daily performance of the Client Care and Intake teams based in Five Dock. You’ll work closely with Client Services Team Leaders and the broader business to ensure every interaction reflects TLC’s high service standards — balancing efficiency, conversion and commercial outcomes with empathy, care and compassion. You’ll have direct access to the Executive team, strong visibility across the organisation, and the opportunity to genuinely influence how TLC grows and serves its community. Why This Role? A senior leadership position with real operational ownership Direct access to the Executive team and ability to influence strategy Performance‑linked bonus incentives A rare opportunity to shape a critical function within a trusted, purpose‑driven organisation Make a meaningful impact across the Aged Care and Disability sectors Key Responsibilities Own and optimise the end-to-end client journey from intake to retention Lead and inspire the Client Services and Intake teams, balancing hands‑on leadership with strategic oversight Manage the lead nurture process , including personalised communication with clients, families, support coordinators and referrers Oversee all inbound and outbound enquiries, ensuring responsiveness, quality follow‑up and effective escalation Use telephony and call‑monitoring tools to review interactions, coach team members and reinforce best‑practice engagement — always with care and compassion at the forefront Drive continuous improvement across key touchpoints, including: Lead optimisation and conversion Client onboarding and renewals Retention strategies and churn reduction Set clear KPIs, performance objectives and coaching frameworks Contribute to weekly, monthly and quarterly reporting Maintain a deep understanding of existing processes while helping plan and implement future CRM and automation solutions to support scale and efficiency About You You are a confident, empathetic and commercially minded leader who thrives in fast‑paced, purpose‑driven environments. You will bring: 5+ years’ experience leading client support, intake or sales teams — ideally within care‑focused or mission‑led organisations A strong track record in hands‑on leadership , coaching and performance management Experience operating within a contact centre or high‑volume enquiry environment The ability to balance rigorous operational discipline with genuine empathy for vulnerable clients Strong data and KPI capability to drive visibility, performance and decision‑making Excellent stakeholder management and communication skills Solid CRM capability, with experience optimising enquiry management and conversion (including through system transitions) A pragmatic mindset — comfortable mastering current manual processes while preparing teams and systems for future automation A Bachelor degree in Business, Sales, Marketing, Communications or a related discipline (or equivalent experience) Ready to Make an Impact? This is more than a leadership role — it’s an opportunity to shape how care is delivered at scale, while leading a team that genuinely changes lives every day. If you’re looking for a role where purpose meets performance , we’d love to hear from you. For more information or a confidential discussion, please contact Brede Seccull – Director via LinkedIn. This is a retained search, and all applications will be managed exclusively by Sharp & Carter. #J-18808-Ljbffr