Channel Performance Manager

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**This Opportunity**

The role of the Channel Performance Manager is to track the fulfilment of the Next Best Action propositions, strategic and tactical CLM campaigns and retention offers across all channels ensuring agents are using them in compliance with policies and business rules. You will identify data-driven insights that are actionable resulting in effective and consistent recommendations to Channel stakeholders and CLM Product Owners to drive incremental sales to the existing mobile base, additional mobile upgrades, and reactive solutions to retain customers.

Furthermore, you will work with the Saves team in Customer Care to gain deep understanding of churn reasons, collaborate with CLM Product Owners and Finance to propose, business case and develop save offers for all post-paid products.

**Responsibilities**
- Ensure that all channel targets including sales to the base, mobile upgrades, rate plan change, migrations, and retention KPIs are met on a weekly, monthly, and quarterly basis.
- Measure and track performance of all channels including Digital, Retail, Partners, Telesales, and the Saves team in Customer Care.
- Work with Digital, DCLM and Insights to develop reporting dashboards to display daily, weekly, and monthly results and track them against budget.
- Chanel stakeholder management to call out under-performance of channel results or offers; collaborate with them to develop a plan to close performance gaps.
- Deep understanding on what is working and what is not in each channel, provide recommendations to Channel stakeholders and to CLM Product Owners to improve performance.
- Proactively monitor and identify customer journey friction points and customer objections to convert, work with Digital, DCLM and Product Owners to remove blockers, improve customer experience and achieve targets.
- Provide data-driven insights that are actionable to improve the performance of channel or offers to meet the channel targets.
- Monitor, prepare, and present the Next Best Action, CLM campaigns and Retention results by channel to the CLM Leadership team and other key stakeholders.
- Adhere to TPG Telecom Limited policies and procedures as introduced and varied from time to time.

**Knowledge and Experience**
- Experience working in Customer Marketing, Customer Value Management or Planning within Consulting firms or Telecommunications, Financial Services or Retail industry.
- Track record of managing and influencing channel stakeholders (Retail, Customer Care and Digital channels) to produce positive business results.
- Excellent communication & stakeholder management skills.
- Demonstrated experience of extracting meaningful data and using insights to support decisions to improve customer experience and drive business outcomes.
- Strong commercial acumen, ability to identify root cause problems, and develop initiatives that deliver positive commercial impacts.
- Strategic thinker with excellent planning skills.
- Demonstrated experience of prioritising according to business KPIs and budget.
- Innovative and keen to think out of the box in a pragmatic and systematic approach.
- Experience working with the Agile, Jira and Confluence will be a plus.

**Benefits and perks**
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts

**Our TPG Telecom Spirit**

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together. We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

If you think the power of people and collaboration can make a meaningful difference in the world, then **APPLY NOW** to help us build a better future.

**Bolder and better together**

LI-JG1 #LI-Hybrid

Video