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Senior Planning Manager

Date: 14-Jul-2021

Location: Sydney (Macquarie Park HQ), Australia

Company: Singtel Group

Come join an energetic, collaborative high performing team within Customer Success in a role that leads critical planning activity for our Consumer channels.


At Optus our vision is to continue to lead Australia through outstanding customer experience and we believe our people are at the heart of this. We are passionate about creating a climate that encourages our people to achieve their best – personally and professionally. It’s through our frontline teams that our customers are fully supported in their discovery of Why Optus choices, and our market leading solutions and service. The enablement of our frontline teams is therefore essential to realizing our vision to be Australia’s most loved everyday brand, with lasting customer relationships.


The Senior Planning Manager role empowers our channel execution and frontline teams to deliver amazing experiences to our customers every time through better controlled prioritisation, planning and execution of change into our frontline channels. This role leads planning across the Performance & Enablement (P&E) unit which includes product performance & execution, quality standards, channel enablement & capability, knowledge management, frontline incentives and change management functions. The scope of frontline channels this group supports comprises of approximately 7000 leaders and frontline agents across 14 locations globally and includes branded and mass market retail channels, digital/messaging and voice contact centres.


Key Responsibilities


The Senior Planning Manager is expected to lead the following processes, activities and practices for the Customer Success Performance & Enablement team.


  1. Development & governance of P&E annual operating plan  - converging functional commitments into a cohesive roadmap that is aligned to enterprise strategy and is underscored by clear delivery commitments, business cases and benefits tracking. Leading P&E AOP engagements with Customer Success planning team and Optus EPMO. Implementing structured cadence, checkpoints, tracking and escalation processes for P&E AOP delivery.


  1. Prioritisation and execution planning -  leading P&E team alignment to enterprise strategy and priorities each quarter in order to drive improvements in NPS, conversion, multiproduct attachment, staff capability, tenure and engagement. Ensuring monthly focus for tactical interventions and embedding is informed by Customer Success Balance Scorecard insights. Driving weekly visibility of the roadmap and working with P&E execution teams to address delivery constraints and progress opportunities.


  1. Leading delivery engagement with Customer Success SLT and enterprise teams -  leading P&E engagement with EPMO and GTM governance teams, managing the P&E SteerCo and progress updates to Customer Success SLT, and orchestration of P&E showcases to wider audiences.


  1. Frontline release management  -  ensuring timely forward view of Frontline Release considerations are informing enterprise decision making and planning, frontline capacity modelling is being maintained and Single View of Change tools and practices are being optimised.


  1. Innovation & Continuous Improvement  -  using planning standards, measures and insights to drive continuous improvement of the P&E planning and communications cadence, practices and tools. Lead ideation, pre mortems and PIRs with P&E execution teams.


This role includes line management of 1 direct report (Frontline Release Manager).


About You


You have a strong customer orientation and are an exceptional communicator and influencer – able to mobilise effective and timely outcomes through others. You have a positive, collaborative mindset and you thrive in a fast paced, continuously evolving environment. You are all about team work, and appreciate that planning and governance should empower action, not paralyse it.


Ideally you will have


  • Program / change management and execution experience  OR Product marketing, GTM, sales execution experience
  • Strong professional communication & presentation skills, and the ability to communicate with stakeholders at all levels (including SLT)
  • Exceptional negotiation, relationship building and stakeholder management skills


If you would like to express interest in this rare opportunity, please apply online and include a covering letter along with your CV. We are a highly collaborative workplace and offer a range of perks including:

  • A competitive salary
  • Discounts on products and services
  • Ongoing training, mentoring and development opportunities
  • Flexible work options


We also have a brilliant culture! Learn more and go behind the scenes with our people by searching #OptusLife on LinkedIn.