Head of Customer Excellence & Strategy

He whakahaere aronga-anamata a Mercury, e tuku ana i te pūngao me ngā whitimamao ki te mahi a tangata o Aotearoa, ā, he nui ake i tā ētahi atu. Waihoki, e para ana i te huarahi mā te pūngao whakahou me te whai i tētahi anamata toitū. Kei te iho ko tō mātou koronga. Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. He āki tēnei i a tātou ki te whakapau kaha kia hua ake ai he anamata pai ake mō ō tātou tāngata, mō ō tātou hapori, me Aotearoa.

Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwis than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose. Taking care of tomorrow: connecting people and place today. This pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.

Mō te tūranga | About the role

As Mercury's Customer business enters its next stage of growth and transformation, we've created the Head of Customer Excellence & Strategy to build, from the ground up, a foundational commercial intelligence and strategy capability - elevating insight-led decision-making across the retail business to drive sharper strategy and portfolio decisions.

Reporting to the GM Consumer Retail, you're the driver of customer and commercial strategy, building a single view of where value is created and how it grows. As custodian of Customer Lifetime Value, you'll be the authoritative voice on commercial strategy across the portfolio. You'll lead a team driving the future retail innovation roadmap, customer research and value management, and the commercial intelligence that lifts decision-making across the business.

Mōu | About you

We're looking for a customer-obsessed strategy and intelligence leader who turns insight into direction, builds capability and shapes how decisions are made. If you're ready to make a real impact at an important time for our Customer Retail business, we'd love to hear from you.

• 15+ years' experience in senior strategy, commercial intelligence or insights leadership, in complex, customer-led organisations - ideally utilities, telecommunications, financial services or consumer retail.
• Experience building or scaling a new function or capability that has elevated commercial intelligence.
• A background in customer value management, segmentation or product economics, and an understanding of how they combine to show where value is created, would be an advantage.
• Proven people leadership; coaching, developing and retaining talent and building high-performing teams.
• The ability to turn complex data and insight into clear strategy and direction.
• Strong commercial judgement and the autonomy to resolve complex, cross-portfolio questions and frame strategic options.
• Strong influence and a customer-led mindset, with the confidence to challenge thinking and drive alignment across senior leadership.
• Experience with AI-enabled decision intelligence would be highly valuable.

He aha te pai o te hono mai? | Why join us?

• Additional 5 days leave per annum (MyDays)
• $400 one off tax-free payment towards setting up your home office
• A diverse workplace where your unique abilities and talents will be recognised and encouraged
• Annual salary reviews with excellent parental leave policy, with the option to purchase additional leave
• The opportunities, career paths and facilities associated with working for one of New Zealand's largest multi-utility providers
• Flexible working policy - The autonomy and trust to work flexibly from our purpose-built premises and from home, recognising the value of this flexibility in the modern world
• Discounted health insurance and free life and income insurance
• Excellent well-being programme including up to $100 annual check ups and confidential assistance programme
• Gender affirmation leave and supportive bereavement leave to be taken when you lose anyone close to you, including your pet

Mercury is a learning organisation that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future. Part of your role includes building your skillset and mindset through a variety of ways. We believe this creates an energised, innovative and agile work environment where you will feel valued.

E koekoe te tūī, e ketekete te kākā, e kūkū te kererū

Every voice has its place – and together, we thrive.

At Mercury, we believe that having a team of individuals with different backgrounds, experience and capability working together makes us stronger and better as an organisation. We know that some candidates may only apply for a role if they meet all of the criteria. If you want to join our team, we encourage you to apply for any role that matches your skills, capabilities and interests, even if you aren't sure if you meet all of the criteria.

Please click 'apply' to submit your application. If you require accessibility or assistance support from us during the application and selection process, please reach out to [email protected]. Please do not apply via this email address.

A full position description is available. Applications close Friday, 10th July at 5:00pm. Please note that Mercury retains the right to bring a particularly strong candidate through to interview more quickly.