Head of Customer Base Management

2 weeks ago

Melbourne, Victoria, Australia Vocus Full time
Head of Customer Base Management - Retail


Testing & Quality Assurance (Information & Communication Technology)Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking.

If this sounds like you, come and join usThe OpportunityJoin us in this strategic, newly created role which will see you shape, own and execute data-driven customer base management strategy and direction for the Consumer business to drive customer retention and revenue growth throughout the customer lifecycle for Vocus' Consumer Dodo and iPrimus customer base.

This role can be based out of our Melbourne or Sydney Offices.

The primary objective of the role is to proactively manage customer value across the lifecycle for Vocus' Consumer customer base by increasing customer multi-product holdings, decreasing customer churn, and maximizing customer lifetime value.

The successful candidate will work closely with product, sales, service, and marketing leadership teams to translate commercial objectives, and strategies into defined, practical customer tactics.

Furthermore, this role will be responsible for leading insight-led initiatives across the base and being accountable for the delivery of these initiatives.

This position requires a strong understanding of customer behaviour, the ability to analyse data and develop strategy, cross-functional collaboration and execution management, and effective communication skills.

What you'll be doing day-todaySet the vision and strategic direction for Vocus Consumer Customer Base Management Approach – to increase customer multi-product holdings and improve customer retention – developing best in class customer lifecycle strategies to protect, retain, and grow the customer base and maximise customer lifetime value.

Effectively work cross-functionally to execute the Vocus Consumer Customer Base management approach and create, review and optimise customer segmentation to maximise retention and value growth of agreed customer segments.

Use data analysis to identify key trends and insights to drive decision making in the development of customer lifecycle strategies to drive customer retention, and incremental sales.

Work with the insights and analysis team to identify lead and lag drivers of churn and determine and size moments of churn intervention.

Determine roadmap of prioritized and phased cross-functional initiatives to deliver to strategy (e.g. churn prediction model, Next Best Action implementation, trigger-based customer marketing, loyalty program, posture on "always on best offer", and bundling)Design Cross functional operating models to support the execution of the base management strategy and identify data driven opportunities to conduct experiments that can result in profitable commercial outcomes ensuring the initiatives can be scalable in the short-term.

Continuously measure, monitor, analyze, and report on key performance indicators to measure the effectiveness and performance of customer lifecycle activities.

What you'll bring to this roleSignificant Telecommunications experience in a one-on-one marketing, Customer Relationship Management or Customer Retention role.

You're commercially astute, with a background in managing product portfolio and P&L.Significant experience in developing, executing customer-facing propositions, and launching new initiatives to market coupled with relevant experience in Customer data and insights.

Advanced commercial and financial acumen with the ability to make sound recommendations and decisions to generate a return on investment, considering short and long-term commercial trade-offs.

Proven enterprise-wide stakeholder management and demonstrated enterprise leadership skills particularly the ability to effectively lead virtual teams and influence senior stakeholders in a matrix environment designing and executing business initiatives that improve customer experience and maximise commercial value.

Experience in strategic planning, translating objectives into actionable plans, and effectively managing resources, epics, and dependencies.
Substantial experience in identifying key commercial risks and developing robust mitigation solutions.
What We OfferWorking at Vocus will give you rewarding experiences and the opportunity to do extraordinary work.

You will enjoy:
Diverse and dynamic teams with a supportive and inclusive culture.
Supportive career development plans with comprehensive ongoing training, support, and development opportunities.

Flexible hours and a hybrid working environmentGenerous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.

Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more.

We also offer a fifth week of annual leave when you hit five years of serviceStudy assistance programs to excel your personal growth, learning and development.

Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it's personal. We're crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us.

We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people's lives.

With us, you'll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About UsAs Australia's specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world.

Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections.

Enabling Better Possibilities.

Ready to take the next step?If you like the sound of this role and think you'd do a great job, but are worried you don't tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they're not 100% qualified for, but just as likely to succeed at themWe are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong.

We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.

As a leading specialist fibre and network solutions provider, Vocus connects people, businesses, governments, and communities across Australia, and to the world.

With a world-class team of experts, we challenge convention and do things differently to make brilliant solutions simple.

We own and operate a 25,000km fibre network that is purpose-built and managed for business and government, so we understand how vital high performance and secure network solutions are for any organisation today.

Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services to Australian consumers and small businesses alike.

As a leading specialist fibre and network solutions provider, Vocus connects people, businesses, governments, and communities across Australia, and to the world.

With a world-class team of experts, we challenge convention and do things differently to make brilliant solutions simple.

We own and operate a 25,000km fibre network that is purpose-built and managed for business and government, so we understand how vital high performance and secure network solutions are for any organisation today.

Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services to Australian consumers and small businesses alike.

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