CLM Senior Manager - Channels and Vendors

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco; we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

The role of the CLM Marketing Manager – Channel and Vendor is to continuously enrich and manage the relationship between Vodafone Postpaid CLM and Channels (Retail, Telesales, and Digital) and key device Vendors. You will take a lead role in the Sage (Pega) implementation into BAU for existing customers in channel. In this pivotal function you will provide a performance overview to stakeholders and provide data driven insights to the CLM marketing managers to review and improve offers and propositions to drive incremental conversions.

Responsibilities

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

• Channel stakeholder management ensuring that all KPIs including sales to the base, mobile upgrades, plan changes, migrations, and customer retention are met. Including focusing to driving digital adoption across the customer base.
• Work alongside MarTech team to guide and implement the new Pega rollout across all Channels. From ensuring strategic decisions are aligned and user experience design is fit for purpose for both the business and users. Post implementation performance management and adoption is a key measure of success for this role.
• Manage external partnerships with key device vendors, ensuring the partnership is aligned on the best outcomes for both parties. Working with both internal and external stakeholders during key selling moments and optimising customer experience and commercial outcomes.
• Provide data backed insights and recommendations that are actionable to stakeholders and the CLM Product Owners to improve channel performance.
• Work with Customer Care and retention teams to gain deep understanding of churn reasons, collaborate with CLM Product Owners and Finance on the development of retention offers.
• Work with Insights and analytics to develop reporting dashboards to display channel results and track them against targets. 

Knowledge & 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 & cross functional stakeholder management skills.
• Demonstrated experience of analysing 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.

What's in it for you?

• 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

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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