Multi Occupancy Delivery Lead

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 youre 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 youll manage the end-to-end journey ensuring onboarded customers enjoy the promises outlined in our value proposition at every interaction.

Youll 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 youll 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.

Qualifications :

Were looking for a customer-focused professional who thrives on delivering exceptional experiences and driving excellence across every stage of the customer this role youll combine strategic thinking problem-solving and collaboration to influence outcomes proactively manage issues and ensure every interaction exceeds expectations. The ideal candidate is adaptable resilient and passionate about making a measurable impact for both customers and the team. To see you succeed in this role you will have the following; 

• Tertiary qualifications in Engineering Business Sales Marketing or a related field.
• 3 years proven experience in embedded markets managing customer experience.
• Passionate about customers and customer service.
• Proven experience in managing the end-to-end journey with an ability to strongly influence others to support you in delivering an outstanding experience at every touch point.
• Highly customer focussed ensuring issues are managed proactively and quickly when they arise.
• Can-do attitude and willingness to take on new challenges.
• Can demonstrate excellent problem analysis and problem-solving skills.
• Can demonstrate the ability to remain calm tolerant and professional in a stressful and demanding environment.
• Proven ability to develop processes and train others in workflows.
• Ability to identify process gaps and undertake root-cause analysis to ensure mistakes/issues are not systematic.    
• Strong collaborator.
• Team player with a willingness to help others out when needed.
• Excellent written verbal communication skills.
• Numerate / able to produce statistics and business reports for internal and external use.
• Self-confident with high level of personal impact.
• Highly proactive tenacious adaptable and resilient.
• Strong organisational and prioritisation skills.

Remote Work :

No

Employment Type :

Full-time