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Strategic Programs Lead, CVM

Date: 11-Jan-2022

Location: Sydney (Macquarie Park HQ), Australia

Company: Singtel Group


An opportunity which offers impact, progression and purpose! Making a direct impact on our customers.


About the role:


The Strategic Programs Lead, CVM has responsibility for driving the performance of key strategic programs that will allow CVM to deliver against Optus’ strategic customer objectives.


As a thought leader in CVM, it is essential for this role to have comprehensive knowledge of CVM and customer lifecycle global best practice and be able to champion this amongst key stakeholders. You must also demonstrate planning, communication and analytical capability as well as an ability to manage technical programs of work to get the right customer experience outcome.


Key responsibilities include:


  • Deliver against strategic development roadmap to deliver on CVM team purpose of maximising CLV & Customer Love across the entire Optus customer base.
  • Provide insight of global market CVM trends and insights to the team.
  • Challenge CVM thinking to ensure we are elevating Optus within the Australian market.
  • Maximise CVM’s strategic benefit from valuable customer analytics generated and drive data led thinking to inform strategies through program teams, with clarity on key deliverables and milestones.
  • Share impactful customer insights discovered through an insatiable curiosity about our customers, and how Optus can help make their lives even richer.
  • Work collaboratively with Customer Growth & Retention team to leverage customer insights discovered to develop and optimise detailed customer behaviour driven journeys throughout their lifecycle, detailing trigger points for key risks and opportunities.
  • Harness disparate engagement tools (such as flexible products, exclusive content, partnerships) into cohesive customer engagement platform, to be refined as landscape evolves.


To be successful in the role this person must possess a unique skill set that includes:


  • Minimum 8+ years professional experience in Telco/Service industries
  • Degree in Business or Finance
  • Strong Project Management, Marketing & Commercial and Budget Management experience
  • Proven experience in driving commercial outcomes through leading marketing strategies and implementation
  • Experience in online acquisition markets
  • Experience in negotiating and influencing key stakeholders in positive manner


Qualities and attributes

  • Strong drive for accountability and ownership 
  • Ability to remain calm under pressure and constant change
  • Strong attention to detail
  • Sleeves up attitude with ability to work at a strategic level and executional level
  • Ability to influence across senior levels
  • Excellent verbal and written communication ability
  • Demonstrates financial & commercial acumen
  • Strong team player and collaborator
  • Ability to work under pressure and with constant change
  • Excellent conceptual reasoning
  • Ability to solve problems quickly and creatively
  • Professional and mature


Optus’ vision is to be Australia’s most loved everyday brand with lasting customer relationships. A key pillar underlying this strategy is to create unique customer connections.


Ready to say Yes? Apply with confidence today.


Optus is a place where we let you do you. Whether you’ll be working in our corporate offices or in a retail store, we are a highly collaborative workplace, and offer a range of perks such as: ​


  • A competitive salary
  • Discounts on products and services
  • Ongoing training, mentoring and development opportunities
  • Up to five days of Volunteer Leave per year
  • Blended work options


We understand that flexibility means different things to different people. We are proud to offer a variety of options to work in different ways, such as flexible hours, partial remote working, job share and part-time. Please talk to us about how we can make this role work for you. ​Our flexible hybrid remote model lets our people work across home and one of our offices across Australia.


Curious about our culture? Go behind the scenes with our people by searching ​#OptusLife on LinkedIn.  ​


Please no recruitment agencies, we’ll be managing this role in-house. Any resumes submitted outside of our process will be deemed the sole property of Optus.