Senior Multi-Channel Sales & Retention Leader

EnergyAustralia Pty; 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

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.