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Virgin Product Experience Manager - 12 month FTC/Secondment

Date: 06-Aug-2019

Location: Sydney (Macquarie Park HQ), Australia

Company: Singtel

The Virgin Mobile team are accountable for the retention of Virgin customers as they migrate from Virgin across to Optus following the decision not to renew the Virgin brand licence in June 2018.  The team manage all aspects of the Virgin customer base management strategy, from migration and retention of customers when they are still within Virgin to on-boarding and revenue optimisation when they come across to Optus.  These programs have the dual objectives of retention – driven by an exceptional customer experience to drive genuine loyalty as customers move across – and profitability (in year and longer term).  The team also manage the end-to-end strategy and execution, across comms, analytics and campaign build.  Given the scale of this change, this team play a critical role in achieving the Optus vision of delivering game changing customer experiences for our customers.  The team manage all segments across all products (Postpaid and Prepaid Mobile, Mobile Broadband and, when customers move to Optus, Fixed Broadband, and TV and Content).


The Virgin Product Experience Manager is accountable for managing the migration product strategy and experience both when customers are migrating to Optus and through the onboarding phase when they get there.  The scope includes: managing our product propositions and ensuring we remain highly competitive in market; leading the onboarding strategy and execution, including early tenure cross-sell and revenue generation; all aspects of the product experience to drive the best migration outcome; closure of products and offers as we approach the business closure date; and managing a number of vendor relationships to maximise the benefit to both organisations.  Given the mandate, this role is required to influence cross-functionally to build and execute data-driven strategies to achieve our objectives. 


The 3 core objectives managed by this position are:

•        Retention of the Virgin customers as they transition across to Optus as measured by the number of customers who migrate across.

•        The average revenue of migrated customers.

•        The value of customers re-contracting or changing plans across all products, including up-sell through re-contracting and ‘value-added’ sales to optimise for experience and value.


In addition, this role is functionally responsible for several objectives relating to excellence in executional delivery:

•        Development of the product migration strategy and experience, including development, execution and tracking of key initiatives to drive the outcomes we need. 

•        Based on customer insights and analysis of the base, establishing and leading the overarching revenue delivery plan, working cross functionally with key stakeholders to deliver the revenue performance of each product and at an overall segment level.

•        Driving the right approach in channel through the NBA platform to maximise retention of the existing base and the average revenue of all customers we’re bringing on board.

•        Represent the Virgin team across key internal forums on retention, plan and device launches, influencing to ensure Virgin priorities get the required focus.

•        Maximising new capabilities, particularly the NBA platform, to improve the performance and productivity of the function.

•        Ownership of the base revenue approach as part of any senior Virgin performance reviews throughout the year.


It is critical for this role to have comprehensive knowledge of customer value management and customer lifecycle global best practice – as well as be able to champion this amongst key stakeholders. The incumbent must also demonstrate planning, communication and analytical capability.  A strong proponent of Optus values, this role must show great stakeholder management skills across all levels of the company, a passion for team leadership and a desire to deliver excellent work.


Why Optus?

We aren’t just a Telco anymore; we are a company of innovation, we have moved to the forefront of technology and entertainment. We are a part of the digital disruption, changing the way we deliver media services and content to you; continuing to create experiences that move you. This is a fantastic opportunity within one of Australia's most loved telecommunication brands. We love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers. If this sounds like you, then express your interest and APPLY NOW!

Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

Heads Up!
Due to the fast paced nature of our business, vacancy close dates may change, so make sure you apply today!

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