Head of Channel Performance

3 days ago

Melbourne, Australia Pony Express Talent Delivery Full time

Leadership role
- Own channel perfomance & optimisation
- Strategy + Delivery

**Company**
An international health insurance and healthcare group with over 31 million customers worldwide. Australia's diversified Health and Healthcare offerings include insurance, retirement, aged care, health services and the Australian Defence Force contract.

**Role**
The Head of Channel Performance and Optimisation is a strategic and hands-on delivery role that requires a collaborative, data-driven creative thinker to lead a diverse team whilst developing the strategic direction, operating model and operational standards for channel management.

The goal of the role is to remove customer friction by creating better engagement and connection of customers across channels.

**Tasks**
- Create a digital channel strategy to manage and continuously improve channel performance.
- Establish channel performance monitoring and reporting frameworks to enable measurement of investments in the channel, run digital P&L and determine drivers of value.
- Create a connected view of customer audiences across channels, products and interactions to establish an understanding of behaviours and drive actionable, continuous improvement.
- Continuously drive experiments/initiatives that improve growth, retention, service, sales and performance metrics across channels.
- Implement improvements to channel operations that increase NPS and customer experience, including global navigation across web channels.
- Run the operation of digital channels to reduce friction and realise value from connected customer journeys.
- Lead and nurture a diverse team of creative practitioners to deliver best-in-class customer experiences and bring a customer-centric approach to channel experience.
- Develop strategic technology and tooling approach for channel (including SEO, central metrics, DAM, etc.) and collaborate to embed across teams within the enterprise.
- Develop and embed capability frameworks, including governance, to enable decentralisation and self-service across the enterprise whilst maintaining quality standards, consistency and performance measures.
- Provide creative leadership to support social, digital marketing, SEO, brand and channel analysis in collaboration with other teams across the enterprise.

**You**
Firstly, this is not a Digital Marketing role - we need someone with broader experience across web channel ownership and strategy, with deep expertise:

- Designing a framework for measuring channel performance and knows the right metrics to track digital channels
- Running initiatives or experiments to optimise channel performance and drive improvement to metrics (e.g. acquisitions, retention, loyalty, etc.)
- Proven and powerful influencing and engagement skills to lead stakeholder views, articulate and hold a vision that others wish to follow and gain buy-in from stakeholders across the enterprise
- Strong commercial acumen balanced with an intuitive understanding of customer and consumer behaviour
- Ability to flex between strategy and execution, leading the organisation to have disciplined approaches to learning, experimentation, performance and action

**What's on offer**
- Flexible work conditions
- Discount on insurance products and health services
- Wellness program inc gym, mental health, nutrition and products
- Salary: 220-250k + super + bonus (up to 30%)

**Interested?

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