Building Deeper Customer Connections

2 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $140,000 - $180,000
Job Description:

As a key player in our organization, you will be responsible for leading the development and implementation of strategies to drive customer growth. This role requires a deep understanding of seamless customer experience design, engagement strategies, and go-to-market planning to increase customer value through greater connection with our products and services.

The ideal candidate will have a strong track record of delivering effective solutions in large and complex organizations, with direct experience in leading frontline teams and managing operational programs. They will also possess excellent problem-solving skills, significant market knowledge, and expertise in Australian healthcare legislative and regulatory environments.

Key Responsibilities:
  1. Lead engagement across health insurance and health services, accountable for delivering enterprise customer growth metrics including referrals, care touchpoints, NPS, and operationalisation of growth initiatives aligned to our strategic ambitions.
  2. Drive product confidence and member retention by embedding our proof points across frontline teams, enabling them to identify customer growth opportunities and deliver initiatives that strengthen connected experiences and long-term loyalty.
  3. Manage internal and external relationships essential to the effective operation of our referral and loyalty programs, including vendor management, quality assurance, and customer resolutions.
  4. Ensure referral and loyalty propositions evolve in line with competitor activity, customer needs, and market developments to remain relevant, competitive, and fit-for-purpose.
Required Skills and Qualifications:
  • Tertiary qualifications in business, marketing, or related disciplines are 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 environments is desirable.
What's in it for you:

We reward our people and celebrate their success. We provide initiatives that develop careers, look after our people's health, wellbeing, and futures. Our Viva Healthier and Happier program offers health benefits for everyone who works with us, supporting our people to be the healthiest and happiest versions of themselves.

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