AD, Segment Strategy and Propositions

Sydney, Australia
Company: Singtel Group
The Small Business team are accountable for all aspects of the segment performance at Optus, driving the key sales, customer, revenue, and financial outcomes for the business.
The AD, Segment Strategy and Propositions reports to the Senior Director, Segment Strategy and Performance, and is a key member of the Segment Strategy and Performance team. This is a business-critical role within Optus Small Business, with overall accountability for the Small Business Segment Strategy and the development of compelling propositions to meet customer needs. Partnering particularly with the insights, product, marketing and GTM teams, this role will lead key aspects of the shift from a product-led to a customer-led organisation, leading key elements from insights and customer needs analysis to proposition development and customer experience.
In addition to any proposition development, this role is also accountable for achieving all the key customer and business outcomes associated with the Small Business Segment. To execute the Small Business vision and strategy, strong collaboration across Optus is critical to success, and this role will partner with key areas across the business to achieve it.
The team are unified by driving an outstanding customer experience for small businesses and delivering strong results for Optus through 5 core functions:

• understanding the segment insights and developing compelling value propositions based on those insights;
• the customer and P&L performance, and all drivers that contribute to that;
• all business sales channels, both solely business and consumer-focused, partnering with other areas to drive the right focus and capability to support our customers;
• the Go-To-Market Strategy and execution;
• setting the strategic direction and priorities for Small Business across the whole organisation, partnering with Marketing, Service, Delivery and other areas to achieve.

Your role has 5 primary accountabilities against which success is measured:

• Leadership and capability. The role manages a team and has a focus is on developing the capability of people not only directly in the team but across the whole Optus organisation as we build the focus on the Small Business segment.
• Customer needs understanding and analysis. Leveraging insights to deliver a strong segment understanding and key analysis to know how we can drive key customer drivers, particularly retention, NPS and brand first choice.
• Segment propositions. In partnership with the product teams, this role is accountable for the development of compelling customer propositions, creating a clear 'Why Optus?' story, bringing the best of Optus to life for customers, and creating new propositions where required to improve customer experience. A strong focus on customer experience means that NPS is a key metric for this leader as is the proposition relevance and uptake, to ensure we're meeting customer needs.
• Customer experience. Accountable for the customer experience and customer journeys that will lift our NPS and grow brand love. As part of this, there is a strong focus on process and capability improvement to drive improved experience for our small business customers.
• Segment initiative execution and delivery. Leadership for the marketing delivery of all Small Business initiatives and offers (product, service, marketing and base) that go out to the market from Optus - leveraging the GTM Operations team to execute in a seamless way.

The skills and experience that will help you succeed
The role necessitates an agile, commercially astute and innovative thinker that is adept at managing complex stakeholder relationships and leading large matrix-style teams. Critical to the role will be the ability to achieve high levels of collaboration across the business, all working to best serve our small business customers and internal teams. Strong communication skills, both verbal and in writing, are critical. The successful candidate will be performance-focused, comfortable holding themselves and others to clear objectives, pivoting as required if results require it.
With a direct team and significant cross-functional influence, exceptional leadership skills are a must. This role must display consistently strong leadership behaviours, including: inspiring and motivation of a direct team to deliver outstanding performance; ensuring role clarity and accountability across all teams involved in Small Business across the organisation; flawless collaboration skills to get things done as effectively and efficiently as possible; demonstrating strong customer and people focus.
It also requires considerable experience and expertise in customer proposition development, customer experience and journey mapping as well as the ability to deliver the operational performance required to hit targets through compelling propositions.
The Optus Talent Acquisition team are taking a break for the holiday period. Rest assured, if you apply for a role after the 20th of December 2023, your application will be reviewed during the week commencing 8th of January 2024.