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April

Head Of Base Management Enterprise

TPG - Sydney, NSW

Any Industry
Source: uWorkin

JOB DESCRIPTION

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Two of Australia’s leading telecommunication companies, Vodafone Hutchinson Australia and TPG, have come together to form TPG Telecom Limited, combining a mobile network covering more than 22 million Australians and a fixed line network delivering exceptional performance. TPG Telecom Limited has a powerhouse of brands like Vodafone, TPG, iiNet, Internode, Lebara & AAPT committed to connecting Australians for the better.

TPG Telecom Enterprise and Government (E&G) is the division responsible for business, enterprise and government customers. Our clients include some of Australia’s most iconic companies, along with not-for-profits, schools, health providers, national, state and local government agencies, small businesses and entrepreneurs. We provide our customers with a fixed line network which delivers high speed, symmetrical fibre to businesses across Australia on nbn Enterprise Ethernet or our own super-fast fibre products, and over 76 million IoT connections in more than 150 countries.

As the Head of Base Management you will reportinto the General Manager – Marketing and Product in SMB, Enterprise & Government, you will look to define and lead the execution of the TPG Telecom base management strategy for SMB and Enterprise customers that minimises churn and maximises customer lifetime value. To be successful you will work collaboratively with teams across Product, Sales, Marketing, Finance, Legal, Service Management, IT and Network operations to ensure the agreed strategy is achieved.

As Head of Base Management you will have direct accountability for the campaign build, channel readiness as well as monitoring the performance of the campaigns and channels within SMB, Enterprise and Government

Responsibilities

  • Develop and own the delivery of TPG business and enterprise base management strategy according to monthly and annual targets: population, revenue and profitability.
  • Manage implementation and ongoing development of new CRM capability to execute upsell/ cross sell campaigns, lead nurture/ customer onboarding communications across all TPG Telecom brands supporting business.
  • Ensure ongoing accuracy of CRM company and contact information through implementation of 3 rd party APIs.
  • Lead the forecasting of volume and value of churn, retention offers and spend, cross sell / up-sell nbn Enterprise Ethernet, mobility and multi-service bundling of direct contact budgets
  • Work and collaborate with the Finance team to develop investment cases for new offers/bundles and own the commercial requirements for delivery
  • Market development carried out by product/segment owners and advise of Base Management implications during discussions regarding prioritisation between specific initiatives
  • Leads the evolution of customer segmentation using customer value, risk of churn and other key metrics to proactively manage the lifetime value of the business and enterprise base
  • Ensuring the provision of control groups and continuous improvement of customers contact strategy and base management campaigns
  • Championing the power of analytics by proposing commercial actions / segmentation based on deep actionable customer insight
  • Work cross functionally to improve customer journeys across all channels and remove pain points to achieve the required commercial outcomes

Knowledge & Experience requirements

  • Over 10+ years’ experience in Telecommunications market (ideally business and enterprise) and 12+ years’ as a senior marketer
  • Strong commercial acumen with demonstrated record of using insights to deliver customer and business outcomes
  • Strong understanding of Salesforce, Pardot to execute base management campaigns
  • Analytical leader with experience in segmentation strategy and digital execution
  • Demonstrated high credibility and interpersonal skills in order to work effectively with senior business stakeholders across different business units covering product, IT, legal, pricing/finance and sales.
  • Experience of prioritising according to business demand in a resource constrained environment
  • Innovative leader, keen to think out of the box, test and learn

As a leader, you will have the ability to set clear direction and manage complex, matrix organisations for aligned operations. You will also have strong executive influencing skills, coupled with strong verbal and written communication.

What makes TPG great is our people, we are a strong and mighty team that do a lot and we do it well. TPG is a Company where you can truly gain experience in a dynamic and diverse work environment. Working at TPG means taking on new and exciting challenges that help you grow and develop your career.

Interested? Send us your resume today, we are excited to hear from you!

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