Sales And Retention Delivery Leader (Senior Manager)

Energyaustralia Services Pty Ltd; Melbourne; Hybrid; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Electricity discounts

Parental leave (20 weeks)

Energise Program

Incentive programs

Supportive leadership culture

Job summary

EnergyAustralia Services Pty Ltd is seeking a Senior Manager to lead the Sales & Retention Delivery. You will own end-to-end acquisition and retention across onshore and offshore channels, ensuring revenue growth, quality and cost efficiency.

The role requires strong leadership, stakeholder management, and a data-driven approach in a hybrid Docklands-based environment. You will manage a team of 6 direct reports and around 100 FTE, with 2-3 office days weekly, and collaborate closely with

Qualifications

• Senior sales/retention or contact centre leadership required.
• Experience leading 30+ FTE across multiple channels.
• Data-driven with KPI interpretation and action planning.
• Proven offshore vendor management and partnerships.
• Hybrid/workforce planning and optimisation experience.

Responsibilities

• Lead end-to-end delivery of customer acquisition across onshore voice, offshore voice and offshore chat.
• Drive achievement of daily, weekly and monthly sales and retention targets; manage partner performance.
• Set clear expectations and conduct regular performance reviews and calibrations.
• Design and improve the operating model across all channels; optimise dialler strategy and outreach.
• Oversee workforce planning, rostering and capacity with data-driven decisions.
• Align delivery with channel strategy and engage with BPO providers at leadership level.
• Participate in the Sales & Retention leadership team and shape strategic direction.

Skills

Strategic leadership

Sales & retention strategy

Cross-functional collaboration

Performance management

Offshore BPO management

Tools

Dialler technology

Job description

Sales and Retention Delivery Leader (Senior Manager)

Salary + Superannuation + Annual Incentive Program

About Us
Globally, energy markets are in transition to a net zero future and the entities within these markets are transforming their underlying business models to ensure that they stay relevant, sustainable and profitable. As one of Australia's largest energy providers, we are proud of our purpose to lead and accelerate the clean energy transformation. Our ability to deliver on this purpose will be dependent on our people.

About Us
Globally, energy markets are in transition to a net zero future and the entities within these markets are transforming their underlying business models to ensure that they stay relevant, sustainable and profitable. As one of Australia's largest energy providers, we are proud of our purpose to lead and accelerate the clean energy transformation. Our ability to deliver on this purpose will be dependent on our people.
As the energy sector rapidly evolves with electrification, renewables, and sustainability at the forefront, we are delivering innovative centralised energy solutions to meet the needs of modern communities.

About the Role

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.

Why Us?
EnergyAustralia is a place where all employees are genuinely valued, supported, and free to be themselves - because we believe that's when we're at our best.
We embrace diversity of background, experience, and perspective, and we encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, and those from the LGBTQ+ community.
Here's what you can look forward to:

• Employee discounts on electricity and gas, plus savings on major brands and products
• 20 weeks' paid parental leave - completely gender-equal
• Energise Program - flexible working that's team-centric, enabling teams to agree and succeed together
• Performance recognition and incentive programmes - tailored to different roles and teams to reward great work throughout the year
• Supportive leaders and a down-to-earth culture where you can be your authentic self

Unlock job insights

Hirer responsiveness Salary match Number of applicants

At Energy Australia, our purpose is to lead and accelerate the clean energy transformation. We are one of Australia's largest energy companies, providing energy for more than 1.6 million Australians. We're all about doing, not just dreaming; taking action to deliver better, more practical energy for all of us.

Headquartered in Melbourne but with operations in NSW, SA and the Latrobe Valley, VIC we acknowledge the Aboriginal and Torres Strait Islander peoples as the traditional custodians of this country. We're committed to providing an inclusive culture so all our people can bring their whole selves to work and have a sense of belonging. We are a workplace where everyone is welcome!

At Energy Australia, our purpose is to lead and accelerate the clean energy transformation. We are one of Australia's largest energy companies, providing energy for more than 1.6 million Australians. We're all about doing, not just dreaming; taking action to deliver better, more practical energy for all of us.

Headquartered in Melbourne but with operations in NSW, SA and the Latrobe Valley, VIC we acknowledge the Aboriginal and Torres Strait Islander peoples as the traditional custodians of this country. We're committed to providing an inclusive culture so all our people can bring their whole selves to work and have a sense of belonging. We are a workplace where everyone is welcome!