Melbourne Sports Health Group strives to be the premiere sports physiotherapy, podiatry and rehabilitation clinic in Melbourne. The group comprises Melbourne Sports Physiotherapy, Melbourne Podiatry Clinic and Essendon Sports Medicine.

A position as our Retention Specialist is available to ensure our clients get the most out of their rehabilitation and hit their goals.

Work from home in Melbourne, or wherever you have an internet connection.

Be part of a committed team with a progressive approach to patient care

Enjoy an engaging and valued role with variety and impact.

🔥 This Role is for a High-Performer in Sales Who Loves a Challenge

We’re looking for someone who is energised by conversations that matter.

Someone who sees an opportunity where others see an obstacle, who can turn uncertainty into confidence, and who knows how to guide people toward the best decision for them.

This is an active role. You will be having direct, meaningful, outcome-driven conversations every day, helping patients overcome doubts, see the bigger picture, and confidently commit to the next stage of their rehabilitation.

If you get a buzz from turning ‘I’m not sure’ into ‘Let’s do it,’ this role is for you.

Your Role

As our Retention Specialist, you’ll be a contact for clients who have seen our team of practitioners, though don’t have any follow ups booked in. You’ll listen, understand their needs, and provide solutions that make sense for them, ensuring they continue to receive the full value of being a client of Melbourne Sports Physiotherapy, Melbourne Podiatry Clinic or Essendon Sports Medicine..

This role is perfect for someone who:

✔ Loves the challenge of a difficult conversation. You instinctively know how to talk through objections, shift perspectives, and guide people toward confident decisions.

✔ Has a natural ability to relate to people and build trust quickly. You connect with clients, understand their concerns, and create meaningful conversations that lead to positive outcomes.

✔ Has a strong sense of commercial awareness. You recognise the long-term value of clientship and help clients see why staying is the best decision.

✔ Knows how to sell, without feeling ‘salesy’. You understand people. You suggest solutions that actually make sense for them, helping clients overcome hesitation.

✔ Thrives on turning a maybe into a yes. You get a buzz from knowing that your conversations lead to real business impact.

✔ Has a proactive and structured approach to follow-ups. You track conversations, you follow up at the right time, with the right message, and never let an opportunity slip through the cracks.

You will report to the Practice Manager and clinic director, and work alongside the wonderful admin support team to make sure the client experience is seamless.

Position Title: Retention Specialist

Location: Melbourne, working from home 99% of the time

Hours: 12 hours per week (0.315 FTE) working 3 hours, Mon to Thurs

Reports to: Practice Manager & Clinic Director

Salary: FTE $70,000 including Super

About Melbourne Sports Health Group

We work with clients who have seen a practitioner at Melbourne Sports Physiotherapy, Melbourne Podiatry Clinic or Essendon Sports Medicine.

Our mission is to be good people providing excellence in sports medicine.

We are a small team of 40, and demand for our services is high.

Your Responsibilities

Client Retention

At Melbourne Sports Health Group, we don’t lock clients into contracts. Instead, we focus on real value, real results, and real relationships, helping clients see the benefits of continuing the treatment journey from initial assessment, through to discharge.

Your role is to:

Have conversations that matter: When a client is considering ceasing treatment or cancelling, you’ll engage them in thoughtful discussions that help them explore their options and find a solution that keeps them moving forward.

Understand their mindset: You’ll listen for what’s really going on, whether it’s financial concerns, time pressures, or a loss of momentum, and present logical solutions that make sense to them.

Provide alternatives: Whether it’s a different level of support, a shift in focus, or a fresh perspective, you’ll help clients see the long-term value in seeing their rehab through..

Track and follow up: You’ll document conversations, track decisions, and ensure every client feels heard, supported, and guided.

Client Success & Engagement

Your role goes beyond retention towards making sure clients experience the full value of the clinic offerings.

Proactively reach out to clients to understand their goals, and provide guidance.

Help clients get the most from their care by ensuring they’re aware of available services.

Coordinate touchpoints like onboarding calls, milestone acknowledgments, and personalised follow-ups to keep clients engaged.

Work closely with the consulting team to flag clients who need additional support or specific guidance.

You will be empowered with everything you need to help create an amazing experience for the people in our clinic communities.

You won't be boxed in either. If there's something you can do that's useful, we'll welcome any contribution you make in any area.

Why You’ll Love This Role

✅ No cold calling. No scatter gun sales tactics. Every conversation is with a client who is already engaged, or has reached out to us for more information. You need to help them make the best decision.

✅ You’ll see the impact of your work every day. This role directly contributes to the success of hundreds of clients each week.

✅ You’re working with a premium product. Melbourne Sports Health Group’s practitioners are world class, meaning you can ‘sell’ with absolute confidence.

What your day will look like:

Conversations will be your focus: you’ll be speaking with clients, listening, problem-solving, and presenting solutions.

You’ll use Slack for real-time communication, so you’ll always feel connected.

You’ll attend in-person team lunches and events to build relationships and strengthen team culture.

The flexibility the role brings makes it ideal for those who like to work hard, and also enjoy some freedom in their day.

Who You Need to Be:

Let’s be clear, you need to be seriously amazing. We’ll give you the tools, but you need to bring the talent.

This role involves being familiar with sales processes and customer service. It’s more than that though - there will be opportunities to help create ideal outcomes for clients, especially those who are in need of extra support.

It’s important to be flexible, responsive and thrive on managing multiple conversations and tasks. You will also need access to a good internet connection.

You love people and genuinely enjoy getting to know and understand their challenges.

You’re a natural problem-solver. You listen, assess, and offer solutions that make sense.

You’re commercially aware. You understand business, value, and retention strategies.

You’re confident and comfortable with sales conversations, without being ‘salesy.’

You’re organised and systematic. You can track conversations, set reminders, and follow up consistently.

You work independently. You take ownership and get things done.

You’re great at admin. You document notes, update systems, and stay on top of your workload.

You have high emotional intelligence (EQ). You can read between the lines and adjust your approach based on each client’s situation.

You’re positive, proactive, and high-energy. People enjoy talking to you.

You’re fluent in English and an excellent communicator, both online and on the phone.

How to Apply:

Send a short and sharp email to Tony Beecroft ([email protected]) to apply for this position.

In your application, please provide us with a short video to demonstrate why you’d be a wonderful match for this position, explaining how your past retention and sales experience would be perfectly suitable for a health clinic. This will help bring more personality to your application.

To do this, just take a short, 60-90 second video telling us why this position would be great for you, upload it as an unlisted video on YouTube, and send the link with your email.

Be punchy. Get to the point.

We're interviewing right away, so apply today!

Closing date: 4pm AEDT Thursday 30th May 2025, and we will be shortlisting and interviewing applications between now and then, so please get your application in as soon as you can.

Don't apply via SEEK - it's imperative that you email your video to be considered.