Sales and Retention Delivery Leader (Senior Manager)
The Sales & Retention Delivery Leader owns the end-to-end sales and retention operations for EnergyAustralia, leading the integrated delivery of all customer acquisition and retention activity across onshore and offshore voice, sales chat, and retention channels.
This role is critical to achieving revenue and net customer targets while maintaining quality, compliance and cost efficiency across a combined onshore and offshore team, and requires strong leadership, commercial focus, and the ability to influence and align internal and external stakeholders to deliver customer growth and retention outcomes across a complex, multi-channel operating environment.
This is a senior leadership position leading a team of around 6 direct reports and 100 FTE onshore and offshore indirectly, based at Docklands with a hybrid working environment of 2-3 days in the office per week.
Key Responsibilities
- Lead end-to-end delivery of small customer acquisition across onshore voice sales teams, offshore voice (TTEC) and offshore sales chat (CNX), and lead the retention function to defend EA's net customer position.
- Drive consistent achievement of daily, weekly and monthly sales and retention targets, and manage BPO partner performance to meet contractual obligations, quality standards and volume targets.
- Set clear performance expectations and hold Team Managers accountable for outcomes across conversion, quality, compliance and customer experience, leading regular performance reviews and calibrations.
- Design and continuously improve the operational model across all sales and retention delivery channels, optimising dialler strategy, contact rates and outbound campaign effectiveness.
- In consultation with WFO manage workforce planning, rostering and capacity across onshore and offshore teams, using data and performance insights to drive channel mix and delivery decisions.
- Partner with the Partner Services & Operations Leader, Indirect Sales Leads and Major Builders BDMs to align delivery capability with channel strategy and engage with BPO providers at a leadership level.
- Actively participate as a member of the Small market Sales & Retention leadership team, contributing to strategy, culture and operational decisions.
About you
- Significant experience in a senior sales, retention or contact centre leadership role, managing teams of 30+ FTE across multiple channels.
- Proven sales and retention delivery leadership experience, with a demonstrated ability to manage large multi-channel teams including offshore BPO providers.
- Data-driven approach to performance management, with the ability to interpret sales and retention metrics, identify trends and drive evidence-based optimisation decisions.
- Exceptional people leadership, with a track record of building high-performing teams and developing frontline managers.
- Demonstrated experience managing offshore BPO relationships and performance
- Familiarity with dialler technology and workforce management, is highly desirable.
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Sales and Retention Delivery Leader (Senior Manager) in Melbourne employer: Energy Australia
Mount Piper Power Station is an exceptional employer, offering a dynamic work environment in the heart of New South Wales' Central West. With a strong focus on safety, leadership development, and community engagement, employees are empowered to drive innovation and continuous improvement while enjoying robust career growth opportunities. The collaborative culture fosters trust and teamwork, making it a rewarding place for those looking to make a meaningful impact in the power generation sector.
