Customer Channel and Strategy Manager

1 week ago

Frankston, Australia South East Water Full time

Who are we?

We're here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

The role

At South East Water, we believe in putting our customers at the heart of everything we do As a leader in water service and provision, we're committed to delivering exceptional experiences that exceed expectations. We're on a mission to revolutionise the way we listen, understand, and respond to our customers' voices, and we need your expertise to make it happen

As a senior leader of the Customer Experience group, you will ensure delivery of our customer, community, employee and shareholder outcomes through leadership of your team and actively contribute towards effective leadership of the Customer Experience group as a whole.

The Customer Channel & Strategy Manager will provide dynamic and forward-thinking leadership to design and deliver purposeful strategies that support South East Water in achieving our organisational and customer aspirations. Some of the key accountabilities will include the following:

  • Leading the effective resource, budget management and future skill and capability development of the Strategy, Channels and Change & Transformation teams.
  • Developing and executing key strategies, including the Customer Strategy and Channel Strategy
  • Partnering with the Customer Advocacy & Design Manager to create customer journeys
  • Developing and implementing a Channel Strategy that aligns with and supports the activation and delivery of Customer Strategy objectives.
  • Managing customer interaction channels to ensure seamless interactions and a positive customer experience.
  • Undertaking detailed channel performance analysis to formulate improvement plans.
  • Undertaking periodic customer behaviour research and analysis to inform future strategies and ways of working.
  • Developing a comprehensive customer segmentation approach for residential and business customers that considers the unique needs and expectations of various customers and considers how these needs are reflected in the Customer Strategy.

Who are you?

Armed with a tertiary qualification in business administration, marketing or other related field, the successful candidate will have a minimum of five years' experience working in a large, complex government or corporate environment, leading customer strategy and channel functions. Along with an ability to build strong relationships with key internal and external stakeholders using your exceptional communication skills, you'll also have proven success in developing and leading a high performing team.

With extensive experience developing purposeful strategies that support both the achievement of organisational goals and customer aspirations, your passionate and engaging style will help influence and support a customer centric organisational culture.

Demonstrated experience, knowledge and understanding of the following key components of the role will put you at an advantage:

  • Strong analytical skills with the ability to draw meaningful insights and translate these into purposeful actions.
  • Proven experience managing customer channels and strategy functions in a dynamic and complex organisation.
  • Extensive project management experience with the ability to uplift project and change management across others' teams
  • Highly developed analytical and financial skills with the ability to draw insights and develop improvement plans to support areas of focus.
  • Well-developed business and commercial acumen with the ability to understand the implication of decisions on customers, the business, the community and employees.
  • A broad understanding of the water sector and economic regulatory frameworks would be advantageous.

What's in it for you?

  • A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
  • 15 weeks paid parental leave for all parents and paid super on unpaid parental leave
  • A range of benefits, including free on-site parking and cultural leave.
  • A great culture working in collaborative teams with strong work ethics.
  • Career focused learning and development opportunities.
  • The opportunity to be part of an organisation committed to environmental initiatives.
  • Enjoy modern office facilities with panoramic beachfront views.

We're for everyone

We do meaningful work, but how we do it is just as important. We're here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all. We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work. But it's our people's collective ambition, authenticity and differences that bring our culture to life.

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we're all different, we still share a common goal to deliver healthy water for life.

We encourage applications from Aboriginal and Torres Strait Islander People, members of the LGBTIQ+ community, people with disability and from culturally diverse backgrounds. We aim to provide an inclusive and accessible workplace for everyone. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, or to learn more about the role, please contact:

Keen to make an impact?

Click here to check out the position description. We're accepting applications for this exciting opportunity until Sunday 16 June 2024

Visit to learn more about us and how we serve our customers.

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