Relationship Builder

2 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $150,000 - $180,000
Senior Customer Connections Manager

We are seeking a Senior Customer Connections professional who possesses the expertise to build and maintain strong customer relationships, driving sustainable growth through strategic initiatives.


The ideal candidate will lead programs that reward customer loyalty and strengthen engagement, overseeing operational and technical management of customer referral initiatives. This role will also manage the Customer Connections team, responsible for forging partnerships across our ecosystem and driving sales growth through strong partner and channel relationships.


Our team collaborates to drive lead generation, sales, and engagement outcomes, prioritizing customer experience and Net Promoter Score (NPS) across Health Insurance, Health Services, and Connected Care. This position reports directly to the Head of Loyalty and Customer Connections.


Key Responsibilities:


  • Lead engagement across Health Insurance and Health Services, accountable for delivering enterprise customer growth metrics including referrals, care touchpoints, NPS, and operationalization of growth initiatives aligned to our business ambitions.
  • Drive product confidence and member retention by embedding key proof points across frontline teams, enabling them to identify customer growth opportunities and deliver initiatives that strengthen connected experiences and long-term loyalty.
  • Manage a team of Referral Partnership Managers to operationalize programs through communications, frontline training, reporting, quality assurance, vendor management, and customer resolutions.
  • Establish and maintain internal and external relationships essential to the effective operation of our Life Rewards platform and One Bupa Referral program, including loyalty platforms, third-party vendors, senior leaders, frontline leadership, marketing, operational teams, and technology partners.
  • Ensure referral and loyalty propositions evolve in line with competitor activity, regulatory changes, customer needs, and market developments to remain relevant, competitive, and fit-for-purpose.

Requirements:


  • Tertiary qualifications in business, marketing, or related disciplines preferred.
  • Minimum 8 years senior level management experience with a track record of delivering effective solutions in a large and complex organization.
  • Direct experience in leading the development and implementation of strategies to deliver commercial outcomes.
  • Experience managing frontline/operation teams, including training communications and engagement.
  • Ability to solve complex problems and develop solutions in consultation with others, including expert professionals.
  • Significant market knowledge and experience in consumer behavior and trends.
  • Expertise in Australian healthcare legislative and regulatory environment and its impact on product policy and strategy desirable.
  • Demonstrated passion for the customer is essential.

What's in it for you:


We value our people and celebrate their success. Our initiatives support career development and look after our people's health, wellbeing, and futures. We're committed to supporting our employees to be the healthiest and happiest versions of themselves.

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