Product Manager - Customer Engagement

Location: melbourne
Job Type: temporary
Salary: $170000 - $180000 per annum
Contact: Michelle Young
About the Company
This business delivers business energy solutions and innovation across a portfolio of electricity, gas, environmental products, and energy productivity for commercial and industrial customers, as well as a residential energy retailing business. This business is well recognised as not only being a disruptor within the services sector, but also one of the fastest growing.  With a passion for all things “customer”, this organisation is nimble, agile and lean – looking for a strategic product leader to join in this high profile, pivotal role.  They have ambitious growth ambitions; and will be continuing to bring customer focused innovation to the market.
 

About the role
This role will lead the implementation and ongoing optimization of a new Customer Engagement Platform. This is a pivotal role in shaping and driving personalized customer experiences that foster deeper loyalty and engagement, while delivering measurable business outcomes and ensuring the business can deliver on regulatory requirements by managing and automating both marketing and operational communications. You will collaborate closely with cross-functional teams, from marketing and operations to engineering, and leverage customer data to continuously improve the platform's performance and user journeys.
 
This role is responsible for marketing automation across channels, including journey design and visualization, implementation, building the assets, testing and quality assurance, marketing effectiveness reporting and driving the direction of the platform by providing insights and data to guide and inform decision making.
 
Product Management:
  • Roadmap: Define, communicate and seek endorsement of the vision and roadmap for the customer engagement platform outlining priority journeys across channels (email, SMS, letters, app, phone)
  • Stakeholder Alignment: Work with internal teams and external parties to define and refine product, pricing, operational, regulatory & customer engagement requirements
  • Prioritization: Develop a clear, actionable product backlog, balancing customer, regulatory and technical constraints
  • Market & UX: Assess market trends, best practice, customer feedback, and competitive landscape to refine and inform the customer engagement approach
  • Metrics: Establish key performance indicators (KPIs) to measure success, track progress and ensure alignment with business goals
 
Product Ownership:
  • Backlog Management: Own and manage the product backlog, ensuring that user stories are well-defined, prioritised and ready for development
  • Service Blueprint: Identify where a Service Blueprint may be required to help visualise complex journeys to ensure the customer journey seamlessly connects to internal systems and processes to help aid understanding and delivery of the desired journey.
  • Feature Definition & User Stories: Collaborate with product design and development teams to write user stories, ensure technical requirements are captured, acceptance criteria defined to ensure successful product delivery
  • Sprint planning & delivery: Collaborate with the delivery squad to plan sprints, provide guidance during development, and ensure timely delivery of features. Acting as the primary point of contact for the delivery squad.
  • Testing & QA: Oversea user acceptance testing (UAT), ensuring the product meets defined requirements and quality standards before release.
  • Iteration & Improvement: After each launch, gather feedback from users and stakeholders to continuously improve and iterate on the product
 
About You
  • Proven experience as a Product Manager or similar role, with a focus on customer engagement, CRM, or loyalty platforms.
  • Strong understanding of customer data and analytics, with the ability to leverage data to inform product decisions and drive customer-centric outcomes.
  • Experience in designing and optimizing user journeys, including personalization and automation strategies.
  • Familiarity with marketing automation tools, CRM systems, and customer engagement platforms (e.g. Salesforce, Marketo, Braze, Iterable, etc.).
  • Analytical mindset with a strong ability to measure, test, and iterate on strategies and initiatives.
  • Excellent communication skills, with the ability to collaborate across teams and influence stakeholders at all levels.
  • Ability to communicate and coordinate with a range of stakeholders
  • Inquisitive, curious and analytical with the desire to continuously learn, understand and be involved in complex projects
  • Enjoy making a difference, developing people and improving processes within the business
  • Presentation: ability to present to stakeholders in a clearly, concisely and confidently, both verbally and written
  • Demonstrates flexibility, agility and resilience in driving change through collaboration and stakeholder communication. Ability to help define outcomes, through developing solution options, strategies, plans, pathways and products.
  • Experience within a highly regulated environment such as utilities, energy or financial services is highly advantageous.
 
How to apply
Click on the APPLY button or contact Michelle Young on 0483 918 526 for a confidential discussion. If this role doesn’t sound quite right for you but you are open to hearing about new opportunities in Marketing or Digital feel free to get in touch or jump on to the website and sign up for our job alerts!

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