Growing Stronger Relationships

2 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $160,000 - $220,000
Lead Customer Connections Manager

We seek a results-driven professional who excels at building deeper customer relationships and driving sustainable growth through seamless customer experience design, engagement strategies, and go-to-market planning.

The ideal candidate will have a proven track record of delivering effective solutions in large and complex organisations, with expertise in leading the development and implementation of strategies to deliver commercial outcomes.

Key Responsibilities:
  • Lead engagement across Health Insurance and Health Services to drive enterprise customer growth metrics including referrals, care touchpoints, Net Promoter Score (NPS), and operationalisation of growth initiatives aligned to ambitious targets.
  • Drive product confidence and member retention by embedding key performance indicators 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 operationalise programs through communications, frontline training, reporting, quality assurance, vendor management, and customer resolutions.
  • Evaluate and refine referral and loyalty propositions to ensure they remain relevant, competitive, and fit-for-purpose in response to competitor activity, regulatory changes, customer needs, and market developments.
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 organisation.
  • 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 behaviour and trends.
  • Expertise in Australian healthcare legislative and regulatory environment and its impact on product policy and strategy desirable.
  • Demonstrated passion for the customer essential.

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