Meet the Experts: Gina Imlach, Relationship Officer
After more than 16 years in the fleet and leasing industry, Gina still loves what she does. Her role as a Relationship Officer gives her the chance to work closely with a huge variety of customers, build real connections, and help people make decisions that genuinely support their business needs. No two days are ever the same - and that’s exactly why she enjoys it.
What does your role entail and what excites you about it?
For me, everything starts and ends with the customer. Anyone who knows me knows I always say “customer first”, because without them, we’re not here. I’ve worked with all kinds of organisations - not‑for‑profits, infrastructure, scientific groups, and Metro Trains (who are one of our largest fleets at Interleasing). Regardless of size or industry, every customer is just as important.
I love people. I’m an extrovert, and I really thrive on meeting different personalities and working with diverse teams. I treat every customer with the same level of care, and I’ve learned just as much from them as they have from me.
What excites me most is how much the industry has changed. When I started, we were mostly replacing the same four or five vehicle types - your Fords, Toyotas, Mazdas and Isuzus. Today, it’s completely different. COVID alone flipped the market, pushed people to explore new brands, and forced all of us to adapt.
The fleet industry is dynamic - constantly evolving, shifting, and growing - and that sense of continual learning is what keeps me engaged after all these years.
What skills are essential in your area?
One of the biggest skills I’ve developed is knowing the right questions to ask. When a customer needs a new or replacement vehicle, understanding the “why” behind the request is critical. Who will be driving it? How will it be used? Is it road‑heavy? Does it need certain options or features?
Those questions guide everything that follows.
It’s also important to me that customers know our relationship doesn’t end once the vehicle is ordered. Delivery isn’t the finish line - it’s the beginning of a long-term relationship. I want customers to feel supported throughout the entire life of the lease. Another important skill is giving people options, not assumptions. I never want to present just one choice - it’s always about providing informed alternatives and helping customers make the right decision together.
My three years working at Ford were also invaluable. Understanding the manufacturer’s side - volume, availability, production, distribution, pricing - has helped me enormously when I’m quoting vehicles and getting the best outcome for customers. Knowing how vehicles come to life and how the supply chain works gives me an edge when matching the right car to the right need.
What are some of the challenges that you help solve for clients?
The biggest challenge is balancing vehicle suitability, availability, price, and long-term value. My job is to make sure customers get the right vehicle for their requirements, fit-for-purpose, cost-effective, and ready to support their operational needs. Even after delivery, I help make sure it’s managed properly throughout its lease life.
A lot of customers don’t know exactly what they need at first, and that’s where my experience comes in - uncovering the real requirement, educating them through the process, and making sure they feel confident every step of the way.
What makes Interleasing different?
For me, it’s the personal touch and the relationships.
We’re not transactional. Our customers don’t see us as a faceless team processing orders - they see us as partners. Interleasing gives me the space to build real, long-term relationships and to work closely with my customers in a meaningful, hands-on way.
And internally, our team is incredibly tight knit. We all work autonomously, but we also support each other strongly. There’s shared knowledge, shared experience, and a genuine commitment to doing right by our customers. That culture is a big reason Interleasing succeeds - and why I love working here.
What sort of future trends do you think are coming up or continuing?
The biggest shift I’ve seen recently is Australia becoming more open to new vehicle brands, especially from China. For many years, Australian buyers were extremely loyal to traditional brands. But after COVID created major supply shortages, organisations were forced to explore alternatives. And what started out of necessity has now become a genuine, confident shift. Brands like BYD and Chery are becoming more familiar to customers who would never have considered them previously. Tesla opened the door, but now there’s a much larger pool of vehicles being evaluated.
This is great for customers - more choice, more flexibility, more competitive pricing. And it’s great for us too, because we get to educate customers, help them trial new options, and widen the conversation around what’s possible. The variety is huge now. I’m constantly keeping up with new models and new brands, because staying informed is essential - and honestly, I love that part of the job.
What inspires you outside of work?
My family and friends inspire me more than anything. They keep me grounded and remind me what really matters. Work is important and fulfilling, but the people around me bring balance and perspective to everything I do. And of course, my beautiful dog, Basil - he definitely deserves a shout-out!
I also love travelling and exploring new places (and yes, taking cooking lessons while I’m away). Seeing different parts of the world fills me with energy and curiosity, which I bring back into my work as well.
What was your first job?
My first job was as a waitress at the Royal Botanical Gardens in Hobart - and I absolutely loved it.
It was one of the busiest restaurants in the city, especially on weekends and during wedding season. Every Sunday was huge because of the Sunday roast. It taught me how to deal with people, handle money, work under pressure, and stay calm when things got chaotic. I saw everything - celebrations, meltdowns, arguments, huge tips - the whole spectrum.
Looking back, it was the best grounding I could’ve had. Hospitality teaches you resilience, empathy, patience, communication — all skills that still help me every single day in my role now.