Sales and Retention Delivery Leader (Senior Manager)

EnergyAustralia; Melbourne; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

EnergyAustralia Pty discounts

Job summary

EnergyAustralia Pty is seeking a Senior Manager, Sales & Retention Delivery Leader to own end-to-end sales and retention operations across onshore and offshore channels. The role leads ~6 direct reports and ~100 FTE, based in Docklands with a hybrid pattern (2–3 days in the office per week).

You will drive daily, weekly, monthly targets, manage partner performance, and align internal/external stakeholders to deliver revenue growth and strong customer outcomes in a multi-channel environment.

Qualifications

• Senior leadership experience in sales, retention or contact centre management.
• Ability to drive multi-channel delivery with offshore partners.
• Proven track record of meeting or exceeding targets using data-driven insights.

Responsibilities

• Lead end-to-end sales delivery across onshore voice, offshore voice (TTEC) and offshore sales chat (CNX).
• Oversee retention to defend net customer position and achieve revenue targets.
• Set performance expectations and manage Managers with regular reviews.
• Design and improve operating model across channels, dialer strategy and campaigns.
• Manage workforce planning, rostering and capacity across onshore/offshore teams.
• Partner with Leaders to align delivery with channel strategy and engage BPO providers at leadership level.
• Participate in Sales & Retention leadership team, contributing to strategy and culture.

Skills

Senior leadership

Sales leadership

Retention leadership

Offshore BPO management

Data-driven performance management

People development

Cross-functional collaboration

Tools

Dialer technology

Workforce management systems

Job description

Job Description

Sales and Retention Delivery Leader (Senior Manager)

Business Unit: Customer

Sourcing Location: Victoria

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.

Applications close Monday 16 November 2026

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