Head of Customer Base Management

2 weeks ago

Melbourne, Victoria, Australia Vocus Full time
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 us

The Opportunity

Join 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.

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-today

  • Set the vision and strategic direction for Vocus Consumer Customer Base Management Approach to increase customer multiproduct 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 crossfunctionally 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 crossfunctional initiatives to deliver to strategy (e.g. churn prediction model, Next Best Action implementation, triggerbased 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 shortterm.
  • 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 role

  • Significant Telecommunications experience in a oneonone 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 customerfacing 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 longterm commercial tradeoffs.
  • Proven enterprisewide 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 Offer
Working 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 environment
  • Generous 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 service
  • Study 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 an

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