Who are we?

We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

The role

As a senior leader of the Customer Experience group, you will ensure delivery of our customer, community, employee and shareholder outcomes through leadership of the business customer strategy, your team and through active contribution across the Customer Experience group.

The Business Customer Solutions Manager will provide innovative and strategic leadership to deliver and maintain an enhanced business customer offering that adds value and supports achievement of our strategic objectives, particularly in relation to water usage, water efficiency and literacy.

Some of the main accountabilities of the role will include, but are not limited, to the following:

• Develop and implement a Business Customer Strategy that enhances value-add services and establishes an improvement roadmap, ensuring alignment with the needs of the business customer segment and commercial viability.
• Define business customers, policies, and processes, and collaborate with the Voice of Customer team to establish a single customer view for effective and adaptable segmentation and communication.
• Lead implementation and ongoing evolution of our special needs customer approach, ensuring we deliver on our commitments and obligations to critical customers within our community.
• Lead the development and delivery of the Department of Environment, Energy and Climate Action (DEECA) Watersmart program to maximise benefits realisation and future funding capability.
• Develop, implement and measure an account management model that supports effective engagement with medium to large business customers and key customer segments to build trusting and commercially viable relationships.
• Leverage data and insights to identify continuous improvement opportunities and to enhance the offering for business customers with a focus on the customer experience and water usage and literacy.
• Partner with businesses to identify and provide solutions to improve their water efficiency including exploration of technology offered through iota.
• Work with the Voice of Customer team to establish key business customer KPI’s to include satisfaction and trust measures and leverage insights to continually evolve and inform our business customer offering.

Who are you?

You will possess a relevant tertiary education within economics, business, commerce, marketing, or other related discipline and have at least five (5) years' experience working in a large, complex government or corporate organisation with accountability for account management, market strategies, customer segmentation and commercial growth.

The following skills, knowledge and experience will ensure you're set up for success:

• A commercially minded approach that balances customer expectations and experience with business drivers to achieve optimal outcomes.
• Strong understanding of customer data with the ability to analyse and convert insights into measurable and meaningful actions and inform strategies.
• A track record in developing and implementing an account management methodology that supports achievement of strategic objectives.
• Demonstrated stakeholder management and project management experience with the ability to influence to drive positive change to strengthen the customer experience.
• Broad understanding of the water sector and economic regulatory frameworks.
• Strong business and commercial acumen to support the negotiation external business contracts terms and conditions.
• Strong written and verbal communication skills with proven experience in influencing business and customer decisions.

What's in it for you?

Working at South East Water means you can enjoy a wealth of benefits, starting with the chance to be part of an organisation deeply committed to environmental initiatives and sustainability; one who has been recognised as one of the top 101 Workplaces for Women in Australia by Work180 for the past two consecutive years.

South East Water cultivates a dynamic culture that emphasises collaboration and strong work ethics, supported by career-focused learning and development opportunities.

As a SEW employee, you can enjoy the following offerings from our benefits package:

• Access to My Fitness Passport, an Employee Assistance Program (EAP), annual flu shots, and health checks.
• Work-life balance with flexible working arrangements, including hybrid work options and leave purchasing.
• Life insurance and salary continuance.
• 15 weeks paid parental leave and paid superannuation on eligible portions of unpaid parental leave.
• Additional leave offerings, such as cultural and ceremonial leave and study leave.
• Head office with modern facilities and panoramic beachfront views, a separate parents' room, a prayer and meditation room, an onsite cafe, and free parking.
• Opportunity to be part of great initiatives involving the local community.

We're for everyone

Our people are as diverse as the communities we serve. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers.

We are deeply committed to Diversity, Inclusion, and Belonging, and we encourage applications from Aboriginal and Torres Strait Islander peoples, LGBTIQ+ individuals, people with disability and jobseekers of all ages and cultures. We aim to provide an inclusive, accessible workplace where everyone is welcome, safe, and celebrated. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please reach out to our Talent team at careers@southeastwater.com.au.

Keen to make an impact?

Click here to check out the position description. We're accepting applications for this exciting opportunity until Sunday 27 April 2025!

To be considered for this opportunity, you must hold unrestricted working rights for the period of employment at the time of application. Successful candidates will also be required to undergo a number of pre-employment checks, including a police records check

South East Water operates a 24/7 service environment. Whilst this role does not involve after-hours rostered duty, all employees may be required to provide out of hours support from time to time as required.

Visit southeastwater.com.au to learn more about us and how we serve our customers.