Customer Engagement Manager

A full time, permanent opportunity has arisen for a Customer Activity Orchestration Manager to join our Bupa Health Insurance team. This is a hybrid role, and you are free to work from home or our Melbourne or Sydney CBD office location.

Reporting to the Head of Go-To-Market you will be responsible for balancing various inputs and requests from different businesses to create tailored messaging and plans at a channel and activity level.  The primary objective is to ensure that the right messages reach the right customers through appropriate channels at the right time, while also ensuing that exceptional standards of customer experience are maintained.   

You will be required to create and manage a repeatable, clear framework through which all requests can be funneled to a single ‘front door’ to be assessed for go-to-market and execution planning.  In addition, the role will provide visibility of activity to the broader businesses to ensure risk mitigation to performance, customer experience, operations or brand impact can be optimally managed.   

What will your day look like:

• Accountability for centralised ‘front door’ for all customer messaging and activity targeting Health Insurance members and prospects. 
• Collaboration across the business and market units to integrate efforts and ensure alignment to business and strategic goals and ensure consistent messaging and seamless customer experiences.
• Lead the working group and create recommendations on customer activity execution plans. 
• Develop and execute strategic plans for customer activity, encompassing messaging, channels, sequencing, timing, and audience targeting to achieve business, customer, and performance objectives.
• Leverage data-driven insights to enhance Customer Engagement and retention strategies and advocate for customer-centric trade off decisions while balancing multiple stakeholder inputs.
• Create comprehensive overviews of activities, outlining strategic rationale, and options for reference and learning purposes.
• Monitor and respond to market, business, and performance insights and stay updated on industry trends and best practices, incorporating advancements in data, technology, delivery channels, and audience segmentation to optimise customer activity approaches.
• Drive a culture of high performance to ensure we are focused on the right metrics to deliver our aspiration for future growth and build a collaborative culture, leveraging cross-functional capability to solve problems across the business.
• Champion innovation, customer centricity and change throughout the business to increase Bupa’s capacity and capability to accelerate change for competitive advantage and foster a strong culture of development to drive high performance and loyalty within the team.

You may also carry out any other duties reasonably requested by Bupa from time to time. 

Why work at Bupa? 

We reward our people and celebrate their success. From providing initiatives that develop careers to looking after our people’s health, wellbeing, and futures.

Our health is the most important thing we have and at Bupa, caring is at the centre of everything we do – helping people live longer, healthier, happier lives and making a better world. We also know that to care for our customers, we must first care for our people. That is why Bupa has launched Viva Healthier and Happier – our new and comprehensive global health and wellbeing program for our employees. It includes all aspects of health – from mental and physical, to financial, social and environmental wellbeing.

Through the Viva Healthier and Happier program, we’re providing health benefits for everyone who works at Bupa, no matter their role. We want to support our people to be the healthiest and happiest versions of themselves.

What do I need? 

• 5+ years’ experience in communication orchestration and Customer Engagement across marketing, product or channels
• Passion for customer and unrelating pursuit of exception customer experiences is essential
• Ability to work collaboratively and effectively influence a diverse range of stakeholders including senior leaders, technical and functional specialists, operational and line managers
• Strong interpersonal and communications skills that enable an individual to work in a fast-moving collaborative culture and influence the direction of the outcome.
• Ability to work with data and make data-led decisions
• Thrive in an autonomous role as a strategic problem solver and decision maker
• Experience in successfully partnering across functions in the implementation of strategies to deliver commercial outcomes within complex, matrix organisations
• Strong written and presentation skills and the ability to convert information into insight and prepare compelling, persuasive recommendations and presentations 
• Proven ability to perform and deliver often under tight time constraints
• Experience in Australian healthcare legislative and regulatory environment.
• Working knowledge of relevant regulatory and compliance obligations eg: APRA desirable

About Bupa Asia Pacific 

Bupa is an international healthcare group and a leading health insurance provider in Australia. Our customers include over 4.7 million Australian residents as well as international visitors who come to Australia as a tourist, or to work or study. 

Bupa has been committed to a purpose of helping people live longer, healthier, happier lives and making a better world for more than 70 years.

Bupa Asia Pacific operates in Australia, New Zealand and Hong Kong, supporting about 6.5 million customers through a broad range of health and care services including health insurance, aged care, dental, medical, optical and hearing services. Employing more than 20,000 people in the region, we believe that we can make a real difference to the lives of customers through our values, purpose and the way that we deliver personalised care.

At Bupa, we are striving to create and sustain a safe and inclusive workplace. We welcome applicants from all cultural backgrounds, genders, and abilities. If you require any adjustments to participate in our recruitment process, please let us know at the time of your application.