Senior Sales & Retention Delivery Leader (Hybrid)

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

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.