GENERAL MANAGER, RETAIL SERVICES

• Lead an award-winning retail function
• Direct report to Managing Director
• Deliver customer experience excellence

About the organisation

Yarra Valley Water (YVW) is one of Australia’s largest water utilities, delivering essential water and sewerage services to more than 30% of Victorians. With an annual turnover of $1.1B and a $6.2 billion asset base, customers rely on YVW 24 hours a day, 7 days a week. The organisation is known for having a vibrant, diverse and inclusive culture that achieves exceptional business outcomes, successful partnerships and personal satisfaction. Their highly diverse customer base includes urban centres, regional townships, industry and major health and education providers. They are committed to providing exceptional care for all of their customers business and residential alike. 

About the role

Reporting to the Managing Director, the General Manager, Retail Services ensures the successful delivery of critical customer services and the long-term planning for these functions to achieve customer service outcomes. As a member of the Executive Team, this role contributes to the development and implementation of organisational strategy, governance and business planning, and provides strategic advice to the Board and relevant committees, as well as key external stakeholders. 

About you

You are customer-centric, and strategically and operationally accomplished, with the ability to establish trusted and highly effective relationships. Influential and collegiate, you have extensive senior management experience in managing large-scale customer-focused operations and complex billing systems, preferably in a regulated utilities or other service environment. You possess deep insights into customer experience principles and user-centred design complemented by your understanding of commercial business operations and process optimisation. Distinguished by your emotional intelligence and ability to motivate and lead others, you are drawn to organisations defined by their enterprise thinking and strongly collaborative culture. Importantly, you are drawn to making a difference.

For more information, please contact Siobhan Forbes on +61 499 981 034 at SHK quoting job 3166549 General Manager, Retail Service or click ‘Apply for this job’. Direct and third-party applications will be forwarded to SHK.