Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop every day for their connectivity needs.

Visit www.superloop.com to learn more.

Role Purpose

As the Head of Customer Projects, you will assume responsibility for spearheading project governance and virtual teams dedicated to achieving contract objectives for strategic and high value customers within the Business and Wholesale portfolio. Reporting into the Group Executive, your pivotal role demands exceptional proficiency in project management and delivery, stakeholder engagement, fostering robust relationships at every level within Superloop and with key strategic customers.

The position necessitates an individual with remarkable customer facing skills, adept at steering through challenging scenarios with agility. You give the customer confidence that Superloop can deliver to the contract and their expectations and ensure that the revenue is achieved against the business case. You work back into the delivery organisation within Operations to ensure contractual milestones are met and any roadblocks removed.

Key Responsibilities

Program Management

• Responsible for overseeing the successful execution of projects, from planning to implementation, ensuring timely delivery and meeting customer expectations.
• Lead Program Governance across all strategic projects.

Revenue Management

• Oversee the project delivery with customers to ensure that contract terms are met, revenue targets are achieved, and business case objectives are realised.

Stakeholder Management and Communications

• Act as a liaison between Superloop and strategic customers, ensuring their concerns and feedback are addressed promptly and effectively.
• Build and maintain strong relationships with stakeholders at all levels, both internally and externally.
• Act as a bridge between Superloop and our strategic customers, ensuring their needs are understood and met.
• Show exceptional customer-facing skills, allowing you to navigate challenging scenarios with agility and provide customers with confidence in Superloop's ability to deliver on their expectations.

Customer Advocacy

• Serve as the primary advocate for strategic customers within Superloop, representing their interests and ensuring their satisfaction with our products and services.
• Proactively identify opportunities for enhancing customer experience and loyalty, working collaboratively with internal teams to implement improvements.

Cross-Functional Collaboration

• Collaborate with the delivery organisation within Operations to ensure that contractual milestones are met, any roadblocks are addressed promptly, and overall customer satisfaction is maintained.
• Collaborate closely with consumer, commercial, development, marketing, finance, and other relevant internal departments to align strategies and initiatives with the overall program goals.
• Facilitate seamless communication and collaboration between sales and other functional teams, ensuring a cohesive approach to meeting customer needs.
• Foster a culture of cross-functional collaboration, encouraging information sharing and joint problem-solving to enhance overall program success.

Qualifications and Experience:

• Tertiary qualifications in Business, Engineering, or a related discipline (desirable)
• Formal project management training In Prince 2, AIPM, PMBOK or similar
• Strong experience in the telecommunications industry
• Extensive experience managing large-scale projects (valued $10M+)
• Ability to engage and report at an executive level, including the development and delivery of high-quality program briefings
• An adaptable and team-oriented approach, with the ability to proactively respond to the needs of the stakeholders you support
• Demonstrated initiative, with the ability to independently manage tasks and challenges