Sales and Retention Delivery Leader (Senior Manager)

Energy Australia; Melbourne; Hybrid; AUD 180,000 - 230,000; Full time

Job summary

EnergyAustralia is seeking a Sales and Retention Delivery Leader (Senior Manager) based in Docklands, Melbourne, with a hybrid work pattern. You will lead a team of around 6 direct reports and 100 FTE across onshore and offshore channels, delivering end-to-end sales and retention targets.

This high-impact role requires strong leadership, commercial focus, and collaboration with BPO partners to drive revenue growth while ensuring quality and compliance.

Qualifications

• Significant experience in a senior sales, retention or contact centre leadership role.
• Proven ability to manage large multi-channel teams including offshore BPO providers.
• Data-driven performance management with the ability to interpret sales and retention metrics.

Responsibilities

• Lead end-to-end delivery of customer acquisition across onshore and offshore channels and defend EA's net customer position.
• Drive achievement of daily, weekly and monthly sales and retention targets and manage partner performance.
• Set clear performance expectations and oversee managers across outcomes like conversion, quality and customer experience.
• Design and continuously improve the operational model across all sales and retention channels.

Skills

Sales leadership

Retention leadership

Multi-channel leadership

Offshore BPO management

People leadership

Workforce management

Tools

Dialler technology

Workforce management systems

Job description

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.