Head of Customer Activity and Go to Market

6 months ago

Melbourne, Australia Bupa Full time

A full time, permanent opportunity has arisen for a Head of Customer Activity and Go to Market to join our Bupa Health Insurance team. This is a hybrid role, and you are free to work from home or our Melbourne or Sydney CBD office locations.

Reporting to the General Manager, Customer Strategy & Go to Market you will have day-to-day responsibility for the design and execution of an integrated plan to launch, optimise and embed value propositions to achieve the growth for Health Insurance. You will also be responsible for articulating ‘what we say’ with clear and tailored messaging, ‘when we say it’ to capture the right customers at the right time, and ‘where we say it’ to find and engage our target customers delivering continuity of experience and messaging across touch points and channels.

**What will your day look like**:

- Design, moderate and execute an integrated plan to launch, optimise and embed value propositions to achieve the growth ambitions for Health Insurance.
- Develop quarterly GTM plans that are incorporated into the Quarterly Playbook to ensure a comprehensive playbook that sets the direction of the integrated commercial and strategic levers of the Health Insurance business and how these translate into activity across marketing and channels.
- Ensure the GTM plan and roadmap for DRP aligns to the DRP and customer strategy and priorities and broader health insurance and Bupa Global priorities.
- Ensure that the right messages reach the right customers through appropriate channels at the right time, while also ensuing that exceptional standards of customer experience are maintained, and the needs of all Bupa APAC business are managed.
- Develop and execute strategic plans for customer activity, encompassing messaging, channels, sequencing, timing, and audience targeting to achieve business, customer, and performance objectives, giving oversight to senior leadership of critical activities and/or periods of risk.
- Collaborate across Business and Market Units (Product, Marketing, Customer Engagement, Digital etc, as well as across Dental, Optical and Connected Care) to integrate efforts and ensure alignment to business and strategic goals.
- Drive a culture of high performance to ensure we are focused on the right metrics to deliver our aspiration for future growth and champion innovation, customer centricity and change throughout the business to increase Bupa’s capacity and capability to accelerate change for competitive advantage

You may also carry out any other duties reasonably requested by Bupa from time to time.

**Why work at Bupa?**

We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people’s health, wellbeing, and futures.

Our health is the most important thing we have and at Bupa, caring is at the centre of everything we do - helping people live longer, healthier, happier lives and making a better world. We also know that to care for our customers, we must first care for our people. That is why Bupa has launched Viva Healthier and Happier - our new and comprehensive global health and wellbeing program for our employees. It includes all aspects of health - from mental and physical, to financial, social and environmental wellbeing.

Through the Viva Healthier and Happier program, we’re providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.

**What do I need?**
- Tertiary qualifications in business, strategy, marketing or related disciplines.
- Experience in Australian healthcare legislative and regulatory environment.
- Product and strategy experience will be highly desirable.
- Passion for customer and unrelating pursuit of exceptional customer experiences
- Proven track record of leading successful customer strategies and transformation programmes
- Strong interpersonal and communications skills that enable an individual to work in a fast-moving collaborative culture and influence the direction of the outcome.
- Strong quantitative, analytical and conceptual problem-solving skills and experience translating insight into strategy, action and outcomes with structured thinking and strong commercial acumen
- Demonstrated ability to communicate complex ideas clearly (spoken and written) and influence stakeholders
- Ability to work collaboratively and effectively influence a diverse range of stakeholders including senior leaders, channel owners, key contributors and customer facing team leaders
- Experience in successfully partnering across functions in the development and implementation of strategies to deliver commercial outcomes within complex, matrix organisations
- You thrive in an autonomous role as a strategic problem solver and decision maker
- Ability to operate on strategy and big picture, but also engage in operational detail as required
- Able to work across simultaneous assignm

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