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.

Business Unit Overview

Our Operations unit is the engine room of Superloop - responsible for maintaining and supporting all of our products and internal technical infrastructure to ensure the best possible service to both our customers and our very own business. Our Operations unit is responsible for ensuring that the business has the technical capability and capacity to deliver services to all Superloop customers ranging from Home Broadband to International Wholesale.

Role Purpose

We're looking for a skilled and experienced Base Management Manager/Assistant Manager to join our dynamic team in Australia’s broadband industry. In this role, you’ll lead customer lifecycle strategies to boost satisfaction, loyalty, and revenue. You'll drive initiatives that optimise pricing, enhance customer experience, and maximise the value of our customer base.

Key Responsibilities

1. Customer Life Cycle Management:

• Develop and implement comprehensive customer life cycle management strategies to maximise customer lifetime value using upsell and crosssell tools.
• Segment customer base and define targeted initiatives for acquisition, onboarding, upselling, and cross-selling.
• Analyze customer behaviour, preferences, and needs to identify personalised and proactive customer engagement opportunities.

2. Base Management Strategies:

• Develop and execute base management strategies to drive customer satisfaction, loyalty, and revenue growth.
• Collaborate with cross-functional teams to align product offerings, pricing, and promotions with customer needs and market trends.

3. Customer Experience Enhancement:

• In collaboration with the Customer Experience team, enhance the customer experience throughout the journey by identifying pain points and implementing improvements.
• Work closely with customer service teams to ensure efficient and effective handling of customer inquiries, complaints, and requests.
• Implement feedback mechanisms and customer surveys to gather insights and drive continuous improvement in service quality.

4. Analytics and Reporting:

• Utilize data analytics to monitor key performance indicators, track customer behavior, and assess the effectiveness of base management initiatives.
• Generate regular reports and dashboards to communicate performance, trends, and actionable insights to stakeholders.
• Conduct ad-hoc analysis to support strategic decision-making and identify opportunities for business growth.

5. Collaboration and Stakeholder Management:

• Collaborate with cross-functional teams, including marketing, customer growth, products & commercial, and finance, to align base management strategies with overall business objectives.
• Build and maintain relationships with key stakeholders, including customers, to understand their needs and ensure their voices are represented in base management initiatives.
• Stay updated with industry trends, competition, and regulatory changes to adjust strategies and maintain a competitive edge proactively.

6. Campaign Planning and Strategy:

• Collaborate with the business & marketing team to co-create comprehensive campaign strategies aligned with CLCM objectives.
• Use data analytics, market dynamics, competitive analysis, and customer segmentation to identify the target audience and optimise campaign targeting.
• Define campaign goals in sync with Campaign Manager, KPIs, and success metrics to evaluate the effectiveness of respective campaigns.
• Develop detailed campaign plans, including timelines, budgets, and resource allocation.

7. Cross-Functional Collaboration:

• Work closely with the marketing team to align CVM campaigns with business objectives and provide necessary support materials.
• Collaborate with the CVM & Product teams to ensure campaigns effectively communicate product features, benefits, and competitive advantages.
• Liaise with analytics teams to gather insights and leverage data-driven decision-making for campaign optimisation.
• Coordinate with external partners, agencies, and vendors to execute joint campaign initiatives.

8. Budget Management:

• Work closely with Consumer Finance team in creating threadbare budgets, ensuring optimal allocation of resources and efforts in achieving them
• Gross revenue, ARPU, Speed Plan Distribution, VAS Attachment rates and GM% will be the key deliverables

Qualifications and Experience

• Bachelor's degree in finance, Electronics, Economics or Marketing, Business Administration, or a related field. A master's degree is a plus.
• Proven experience in base management, customer life cycle management, product management or a related role within the telecommunication industry or a similar dynamic industry. A proven track record of 6-7 years of experience in any of the above fields is preferred.
• Strong analytical skills with the ability to interpret and leverage customer data for strategic decision-making.
• Excellent understanding of customer behaviour, segmentation, and retention strategies.
• Experience in designing and executing targeted marketing campaigns and promotions.
• Familiarity with CRM systems, data analytics tools, and reporting platforms.
• Excellent communication and interpersonal skills to collaborate with cross-functional teams and engage with customers.
• Strong project management skills with the ability to prioritise and manage multiple initiatives simultaneously.
• Result-oriented mindset focusing on driving business growth and achieving performance targets.