Job Description The Growth Markets Team was created to seize high-value opportunities that work differently from the typical residential market. We develop customised operating models for each market, using design thinking and agile methods to deliver exceptional customer experiences. Our focus is on the end-to-end customer journey, ensuring every critical moment of truth is executed flawlessly. If you’re passionate about innovation, shaping new market strategies, and creating standout experiences, this is your chance to make an impact and help us lead in these exciting growth markets. Your Role We pride ourselves on providing consistently outstanding customer experiences across every stage of the project fulfilment journey. As part of our customer-focused team, you’ll manage the end-to-end journey, ensuring onboarded customers enjoy the promises outlined in our value proposition at every interaction. You’ll coordinate with a wide range of stakeholders from direct customers and construction site contacts to developers, strata/building managers, and our own field teams to deliver flawless project outcomes. By driving exceptional delivery, you’ll enhance our market reputation and help grow customer portfolios to achieve sales targets. Your Key Accountabilities Closely manage relationships with onboarded customers to grow share and minimise churn whilst delivering service levels as per the agreed KPIs. Develop and maintain project pipelines with onboarded customers. Work closely with customers to identify opportunities for growth and development and seek and act on feedback to grow and capture value for customers and Intellihub alike. This includes all opportunities for appropriate products and services to compliment core electricity metering. Respond quickly to, and manage, day to day issues that arise as per agreed SLAs ensuring they are resolved quickly and first-time round. Prepare and present regular reporting and performance metrics to customers as required. Manage both virtual and in-person regular meetings with customers and contractors as required. Work closely with internal operations teams to ensure that ordering is quick and easy and that orders are accurate and prepared and scheduled for delivery in a timely manner as per agreed SLAs. Work closely with internal and external scheduling and delivery teams to ensure that any issues during delivery are proactively communicated to customers and proactively managed as per agreed SLAs. Work closely with internal and external data quality teams to ensure that data is delivered accurately, and on time, and that any issues are proactively communicated to customers and proactively managed as per agreed SLAs. Contribute to continuous improvement of operational workflow and end-to-end delivery processes. Provide support and input into development of systems. Identify opportunities to improve process efficiency and nominate these through to management. Promote a safe and healthy work environment and contribute to continual improvement in quality and performance at Intellihub by complying with all relevant policies and procedures.
