Head of Performance & Growth
Melbourne, Australia
Opportunity:
Reporting to the General Manager of Customer Strategy and Performance, the Head of Performance and Growth is responsible for the delivering Bupa HI’s growth plans and ambitions.
With proven experience delivering customer and profit growth outcomes, a key focus of this role is to drive a performance and growth culture across health insurance that ensures daily performance meets and exceeds all targets, while also overseeing, monitoring, and developing commercial advice and recommendations to accelerate performance and achieve in year targets.
The role will be responsible for the development and implementation of performance strategies intended to achieve Health Insurance growth targets, which encompasses Quarterly Playbook development, prioritization and planning of growth-related activities, leadership of Acquisition and Retention Leads and associated initiatives that drive customer acquisition and retention.
The Head of Performance and Growth will be actively monitor performance in market across Domestic, Corporate and International Portfolios and respond to market, business, and performance insights, enabling proactive contingency planning and adaptive strategies.
The role will have oversight of all growth-related tactical activities and optimisations, including join and retention programs and will work collaboratively with the Heads of Go to Market, Product, Marketing, Customer Engagement, Loyalty and Frontline leaders (Sales and Service) to develop and recommend the annual growth plan and make in-year adjustments as required. The Head of Performance and Growth will be responsible for monitoring performance of the acquisition and retention plan.
What You’ll Be Doing
Here's what you can look forward to in this role:
- Ensure market leading, growth strategies are developed, endorsed and executed to achieve and exceed all performance goals, while also delivering exceptional customer experiences and driving customer loyalty.
- Leverage and communicate deep market knowledge and understanding of commercial drivers to forecast and drive activity to achieve performance targets
- Ensure planned activities in market meet the changing market, including competitor, regulatory and market developments, and customer demands.
- Provide leadership and subject matter expertise to all performance related activity across HI and ensure cross-functional collaboration across HI, including marketing, channels and product to integrate efforts and ensure alignment to business and strategic goals.
- Build a collaborative culture, leveraging cross-functional capability to solve problems within broader DRP and across the business
- Ensure analysis and recommendations are timely, accurate, actionable and deliver cohesion between commercial insights and operational plans
- Continuously monitor market, industry, competitive and regulatory developments and proactively report on commercial insights and opportunities to HI Leadership and the wider business
What You’ll Bring
To succeed in this role, you’ll ideally have:
- Tertiary qualifications in business, strategy, finance or related disciplines
- Experience in Australian healthcare legislative and regulatory environment
- Proven track record of delivering exceptional growth and performance in a large scale, regulated organisation.
- Passion for customer and unrelating pursuit of exceptional customer experiences is essential
- Strong written and presentation skills and the ability to convert data into insight and prepare compelling, persuasive reports and presentations
- Possess strong quantitative, analytical and conceptual problem-solving skills and experience translating insight into strategy, action and outcomes
- Possess a structured thinking toolkit and strong commercial acumen
- Demonstrated ability to communicate complex ideas clearly (spoken and written) and influence senior stakeholders
- Ability to work collaboratively and effectively influence a diverse range of stakeholders including senior leaders, channel owners, key contributors and customer facing team leaders.
- Experience in successfully partnering across functions in the development and implementation of strategies to deliver commercial outcomes within complex, matrix organisations
We’ve Got You Covered
At Bupa, care is at the heart of everything we do — for our customers and our people. We want you to thrive, so our global wellbeing program supports every aspect of your health: physical, mental, financial, and beyond.
Here’s just a taste of what you’ll enjoy:
- We take care of your health insurance with fully subsidised Bupa cover.
- Big discounts on travel, car, home, dental, optical & more
- Perks from partners like Apple, JB Hi-Fi, Endota Spa & New Balance
- Extra annual leave day just for your wellbeing
- A paid volunteer day each year to give back
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