About the Role
The Senior Manager, Communications Program & Delivery leads the Customer Communications team within Customer Value Optimisation (CVO) at AGL.
This role focuses on enhancing customer retention, cross-sell and upsell opportunities, and reducing service costs. The Senior Manager will translate complex information into clear, engaging content for onboarding, regulatory updates, and product changes, improving the customer experience.
In addition to this, you will oversee error resolution in campaigns and ensure timely, compliant communication to AGL's residential and SME customers.
This position offers the chance to make a significant impact on customer engagement and drive a customer-centric approach across AGL's services.
Key Responsibilities:
* Lead a customer-focused communications strategy that enhances customer experience across AGL's products and services.
* Develop and deliver precise communications for regulatory, pricing, and product updates, ensuring they align with brand standards and regulatory requirements.
* Manage communication project priorities with clear visibility into demand, capacity, and timelines for seamless execution.
* Rapidly address communication errors, implementing controls to prevent future issues and ensure accuracy.
* Lead a dynamic team, fostering collaboration and high performance in a supportive environment.
* Drive continuous improvements to processes, boosting efficiency and enhancing customer satisfaction.
About You:
We are looking for an experienced professional who has:
* Previous demonstrated experience in customer communications, preferably in the energy or regulated industry.
* Strong knowledge of regulatory frameworks and compliance requirements in the energy industry.
* Strategic thinking skills with the ability to develop effective communication strategies aligned with organisational goals.
* Excellent written and verbal communication skills for clear and consistent customer communications.
* Cross-functional collaboration experience, particularly with legal and compliance teams, to ensure communication is aligned with regulatory requirements.
* Previous demonstrated leadership skills with a proven ability to manage and motivate a team.
What We Offer:
* Flexible working options including hybrid work.
* Discounts on energy, telcos and solar plans.
* Participate in Energise - our reward & recognition program.
* Access 20 weeks of paid parental leave for the primary carer.
* Access to an additional week of recharge leave per year.
* Play an active role in our diversity & inclusion initiatives.
* Novated leasing and Electric Vehicle subscriptions.
* Access to study assistance, AGL's share purchase plan and insurance deals.