Customer Engagement Lead

Company Description

Te Tākinatanga Our Story 

Ko tā Contact e whakapono nei, ko te taiao tonu te taonga nui katoa o te ao. 

Koinei mātou e whai atu nei kia mahue atu i a mātou tētahi ao hauora ake, tēnā i te ora i kuhu ai mātou. 

He pakihi whakarato hiko, ipurangi mātou, engari arā kē atu anō ā mātou taha. 

Kei te whakawhanake mātou i ā mātou mahi ake, i ngā ara hoki e whai hiko ai a Aotearoa, kei te kōkiri kia tukua te hiko tukurua, ā, kei te whakaputa i tētahi wheako matihiko mō ā mātou kiritaki kāore anō kia kitea i tēnei whenua. 

He tīma kotahi mano mātou nō ngā hau e whā, e ngākau nui ana ki ā mātou mahi, e aroha ana tētahi ki tētahi, e ako ngātahi ana, e whakapono tahi ana ki ā mātou tikanga ārahi: mā te manaaki kia toa, ka mana te katoa. 

At Contact, we believe home is the most important place in the world. It’s all part of our vision to leave Aotearoa better than we found it. We’re a power and broadband company, but we’re so much more than that. We are transforming the ways we mahi, and how Aotearoa is powered, leading the charge on renewable energy and digitising customer journeys in ways not yet seen here. A team of 1000+ from all walks of life who love what we do, look out for each other, and learn from one another every day, we’re stoked to be guided by our tikanga: we touch lives to make life better. 

Job Description

Kōrero mō te tūranga About the role

We’re on a journey to transform our business end-to-end. As part of our high-performing Retail group, you’ll play a key role in leading us confidently into the future by driving customer engagement of new and existing business segments for Te Mata Hiko (Contact Energy), taking us from an energy and broadband retailer to a truly multi-product digital retailer of products and services that make it ”Good to be home”.

As Customer Engagement Lead, you’ll create, champion and execute the customer engagement initiatives for all our segments and categories, working across the business and senior leadership teams to bring the future state of our customer portfolio and retail business to life. Providing thought leadership to our customer growth and retention hub, you’ll be the go-to person for guidance, support, coaching and leadership of the wider Innovation & Growth team, working alongside a team of marketing experts to deliver world class digital engagement outcomes for our customers.

Reporting to the Customer Growth Manager, this is a dynamic opportunity to develop engagement innovations that set us apart and into a true market leadership position. From partnership development to marketing investment decisions and programme creation, there’s a ton of good stuff here to sink your teeth into and lots of touchpoints that matter. Your collaboration skills will be on fire as you work across various teams and channels to deliver world class initiatives and customer activation programmes, ensure the right customers are being retained, utilise data and insights to drive continuous improvement, and ultimately level us up from good to great.

With all the exciting mahi we’re doing in decarbonisation, this won’t just be great for your career – it’s great for Aotearoa.

Qualifications

With a ton of experience managing cross functional teams that have delivered tangible retention and engagement programmes, you have a strong understanding of marketing channels and partners contribution, can easily share and articulate your business acumen, and feel more than comfortable partnering with a range of line-of-business leaders including finance, marketing, product, sales and customers. A true cross-functional leader, you’ll have more than just best practice knowledge – you can point to specific strategies and insights that have materially shifted growing new businesses and market segments and have plenty of stories to share about times you’ve brought service excellence together with business imperatives and customer insights.

A true thought leader, your energy and positivity will create a culture of innovative thinking, enabling your colleagues and teams to thrive in a safe, exciting, and supportive environment that embraces change and challenges the status quo. Your strategies, actions and outcomes will achieve best in class cost to retain and engage while simultaneously improving customer lifetime value, and your programmes and influence will drive an innovation and technology first mind-set throughout the business. Beyond this, your disciplined approach to managing marketing budgets will drive cost to retain and engage improvements, and your energy and drive in a collaborative, agile framework will lift the cadence of digital customer engagement to improve ARPU, Churn, Engagement and CSat and ultimately CLV, taking all stakeholders on the innovation journey whilst supporting and driving Brand equity.

Additional Information

We support our people to work how, where and when works the best. Most of the Innovation & Growth team are based in Auckland and Wellington, so we’d love it if you were in one of those locations too, however this role is fully set up for flexible working and we’re open to applications from nearby locations (provided you’re happy to visit the office from time to time).

Contact is not a place you’ll stagnate. We are growing and offer superb learning and development opportunities along with a bunch of other perks like free health insurance cover, better-than-your-average leave, access to Contact Shares, a ‘Good to be Home’ annual payment toward your home set up & wellbeing, a trail-blazing parental leave policy, discounts on Contact Energy products, and more.

This ad will close automatically on the 15th of April but we’re considering applications as they come in, so hop to it if you’re keen!

Please note, only candidates with the right to live and work in New Zealand will be considered for this role.

Research shows that while men apply to jobs where they meet 60% of the criteria, women and those in underrepresented groups tend to only apply if they tick every box. We’re not about box ticking, so if you think you have what it takes but don’t meet everything stated above, please still get in touch. We’d love to kōrero.

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