Customer Management Fixed Manager
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Customer Management, Fixed Manager
Reference No.:
348018
Work type:
Full Time - Permanent Role
Location:
Sydney
Manager, Customer Management - Fixed
Are you a true leader with the ability to motivate & drive a team?
Fantastic career opportunity within leading telecommunications company
An opportunity to challenge your thinking & achieve success
Macquarie Park location + State of the Art Campus
At Optus our vision is to lead Australia in outstanding customer experience and we believe our people are at the heart of this. We are passionate about creating a climate that encourages our people to achieve their best - personally and professionally.
Our Consumer Division aims to be a leader in mobile, voice, data and wi-fi services. We differentiate ourselves by providing value, quality and great service to lead in customer experience, and we offer an innovative range of services and products that excites Australia with our brand promise
The Fixed Products Customer Management team is responsible for driving the lifetime value of the Consumer Fixed products customer base through the end-to-end management of communications that enhance the customer experience, in order to reduce churn and grow revenue.
The Manager, Customer Management - Fixed has the primary responsibility for developing the strategy, directing the planning, development and implementation of customer management programs for the Fixed products, including lifecycle, stimulation, cross sell and retention marketing activity. These Fixed products include Optus Telephony and Broadband.
The role is also responsible for directing the Customer Management Fixed team in addressing retention of existing customers across Marketing, Sales and Customer Service channels Direct Sales, Telesales, Customer Service, Save and Relationship teams and other third parties.
More specifically your duties will include;
Deliver AOP Churn targets for the Postpaid Products through the effective Lifecycle management
Development and implementation of customer retention and loyalty strategies
Direct the product marketing development of the Fixed Consumer Marketing Products and leverage all retention communication opportunities to increase the value of the existing customers
Develop key measures and ensure Key Performance Indicators that reflect the efficiency and effectiveness of customer retention activity methods are defined, measured and met
To work with Customer Knowledge and Segmentation groups to interpret and identify retention opportunities and develop and implement plans to leverage these opportunities
A key success factor is the ability to apply Customer Focus and Challenger Thinking to develop strategies that benefit our customers and the business overall. You will lead the people vision through motivating and retaining the team and subsequently enhancing the "Challenger culture".
In order to achieve the requirements of this role you will hold the following attributes;
Degree qualified in marketing or business related discipline
Vast experience in a marketing management role
Solid experience in direct marketing, retention management, publishing, agency and supplier management
Extensive experience in developing and implementing integrated marketing retention and value strategies
Experience developing marketing strategies and principles
Experience working with teams to achieve results, motivate and develop a strong , effective culture
Ability to liaise confidently and effectively with all levels within Optus
Optus recognises the importance of attracting and retaining the best people, so we offer innovative salary packages and benefits. For more information on what Optus can offer you, please visit optus.com.au/careers and click on "Working at Optus"
Advertised:
15 Dec 2011 Aus. Eastern Standard Time
Closing date:
12 Jan 2012 5:00pm Aus. Eastern Standard Time
More information on this Job
http:/www.optus.com.au
Author Info:
Optus
Working at Optus
Choice, Growth and Flexibility
Each person is a unique and valuable part of our team. We strive to create an environment that appeals to the very best people in the industry, then provide them with a satisfying workplace and reward their performance.
We take pride in the progressive nature of our employment practices, and commitment to our wider community. Our people can donate to the charity of their choice through a Workplace Giving Program.
We also extend the benefits of working at Optus to our people’s families through ‘yes’ family days, and provide the Employee Assistance Program to employees and their immediate families for help with any personal or work-related problem.
Employee Benefits
Our philosophy is to offer people choice and flexibility to help them grow both professionally and personally, and to be adaptable to the needs of their particular stage in life. We do this by focusing on four areas:
My Wellbeing
My Reward
My Career
My Optus Experience
Optus Values
Our core values are integral to ensuring the future success of our company. Our people embrace the values of:
Customer Focus
Challenger Spirit
Teamwork
Integrity
Personal Excellence
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