Customer Strategy Manager

2 months ago

Melbourne, Australia AustralianSuper Full time

We make a difference, delivering outcomes for millions of members
- Join a growing team in a collaborative environment with supportive leaders

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That’s why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow, and deliver better outcomes for members.

**Your New Role**

Reporting to the Senior Manager, Customer Strategy, the **Customer Strategy Manager **will work cohesively across the Member Segments and Performance Department and has two main responsibilities:

- Coordinating the development, monitoring and adjustment of the Fund’s customer strategy spanning the Member Offer (e.g. across Product, Price, Service, Distribution and Promotion) including segment-specific strategies
- Driving customer centricity across the Fund

Your responsibilities will include but are not limited to:

- Using insights sourced from areas such as customer research, analytics, member sentiment and business intelligence, lead the development of overall strategies for each target segment which includes the assessment of and enhancement recommendations for our offer.
- Ensure Member Domain activities appropriately reflect each member segment.
- Deliver and enhance programs that drive customer centricity across the Fund including periodic customer insights and presentations (e.g. Member Deep Dive, Member Offer Review, Members First Program)
- Strive for a culture of ongoing continuous improvement within the team and alignment to the Fund’s strategic ambitions and the industry landscape.
- Ensure risk is managed in accordance with the Fund’s Risk Management Framework, implement strong risk controls in processes, policies and systems, and actively promote a culture of compliance and risk management awareness and appreciation.

**What You’ll Need**
- Demonstrated ability in translating customer preferences, regulatory requirements and a corporate strategy to customer strategies.
- Advanced written and oral communication / interpersonal skills with the ability to present ideas, perspectives and issues to senior management and large audiences.
- Advanced analytical, structured problem-solving and organisation skills, as well as a high attention to detail.
- Demonstrated ability to work with and incorporate multiple data sources.
- Experience in working under pressure, managing multiple conflicting priorities and meeting timeframes.
- Experience in delivering customer strategy in a management consulting environment is preferred.

**Life at AustralianSuper**

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.

We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

**What’s Next**

Australian or New Zealand citizenship or Australian permanent residency status is required.

**_Progress powered by purpose._

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