General Manager, Customer

1 week ago

Melbourne, Victoria, Australia Australian Unity Full time

What Makes Us, Us


Established in 1840, we're Australia's first member-owned wellbeing company, delivering health, wealth and care services to more than 700,000 Australians.

Today, while we've grown to a company of more than 7000 employees, our focus remains the same as it was 180 years ago — to deliver Real Wellbeing for our customers, members and the community.

We support your Real Wellbeing so you can better support our members' and customers' wellbeing journey

There Are Four Key Attributes That Set Us Apart
-
Good people: We strive to set ourselves apart through the capability, warmth and expertise of our people.
-
Wellbeing experts: Our breadth of capability enables us to provide smart solutions and services across all domains of wellbeing.
-
Long-term commitment: As a member-owned company, we've been focusing on long-term outcomes and single-minded dedication to our members and customers since 1840.
-
Driving positive impact: Everything we do is focused on making a positive difference at a personal, community and societal level.

These pillars are infused with our values of
bold, warm and honest

The Opportunity


Reporting directly to the CEO, Wealth & Capital Markets, the General Manager, Customer and Strategy provides high level strategic, customer and operational oversight of Wealth & Capital Markets' vision and associated work plans, measurement, and monitoring.

This is a critical role collaborating with all levels of management to identify and execute growth opportunities for the Wealth & Capital Markets platform and to lead and monitor customer retention, customer service and customer relationship activities.


This role will be required to continuously enhance W&CM capability for customer, product, platform insights, innovation and planning by leading related teams and initiatives to support the achievement of platform objectives and ambitions.

You will uncover existing and new value pools and implement W&CM's customer and product strategy aligned to the Group Strategic prioritisation framework.


What you will do

Lead the W&CM Go-To-Market Strategy and Execution

  • Act as a thought leader and partner with W&CM leadership team to develop, communicate and monitor the platform's go to market capabilities and customer data strategy workstreams
  • Work collaboratively with the CEO Wealth & Capital Markets to drive the performance of the platform against the stated objectives of platform's strategy
  • Lead and create, communicate, and execute a comprehensive and adaptive product strategy, roadmap, and plan for the platform
  • Role model the aspired Leadership behaviors to source, lead, develop and retain high quality team members aligned to the Australian Unity culture

Deepen customer insight and build out new capabilities

  • The role will guide and oversee customer and market segmentation and feasibility analysis to integrate these insights to inform the platform customer strategy with the express goal of acquiring, retaining and serving customers in current and emerging channels
  • Lead opportunities from W&CM's changing customer dynamics and needs, while concurrently aligning W&CM's ambitions with Group Strategy and Australian Unity's strategic framework
  • Build a longterm competitive advantage from customer understanding and relationships to create a coordinated gotomarket strategy across the platform
  • Develop comprehensive customer and partner definition and relationship management framework identifying who the key platform customer segments are, the nature of their demand and potential demand for our products and services

Deliver Strategic Objectives and Grow the Business

  • Responsible for ensuring productivity and profitability performance metrics for product, marketing and channel effort are in place and year on year improvement
  • In partnership with the EGMs, develop, execute and manage the execution of coherent gotomarket strategies across marketing, distribution, customer and product for each of the platform's business lines/product
  • Work collaboratively with the platform leadership team to manage the strategic plans and communicate progress and updates within the platform and to key stakeholders
  • Work collaboratively with the Retail (and Home Health) platform team(s) to accelerate the group customer opportunity and provide the W&CMs input into the Modern Mutual (and financial wellbeing) program

Experience And Capabilities


We are looking for someone with exceptional people leadership experience, able to galvanise and mobilise a high performing team, as well as proven capability delivering to business and commercial strategic objectives across the organisation.

In addition to this you will also possess

  • Exceptional commercial acumen, with understanding of business drivers and an ability to liaise with stakeholders (both internal and external) at all levels
  • Demonstrated strategic leadership experien

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