Executive Manager Retail Operations

Pacific Blue is a leading owner, operator, and developer of renewable energy assets and one of Australia's fastest growing energy retailers.
We own and operate a diversified portfolio of wind, hydro, and solar assets, as well as offering a range of competitive and highly sought after energy products through our retail brands Tango Energy and Pacific Blue Retail.
Here's your chance to be part of Australia's transition to renewable energy leading our dynamic retail operations team.
The Executive Manager Retail Operations is a critical member of the Retail business senior leadership team within Pacific Blue, with direct responsibility for all the core operational functions of the Retail business including Customer Credit Management, Service Order Provisioning Management, Customer Collections, and Retail Business Systems.
The role has accountability for leading the digitisation of the Retail business, as well as playing a key role in supporting the digitisation of shared functions across the organisation.
Critically, the role will be a champion for operational excellence, ensuring that all processes, policies, and procedures required for Retail Operations are well designed, kept up to date and embedded across the business, ensuring that the business acts compliantly in line with all the necessary state and national regulatory requirements.
As a key member of the Retail Senior Leadership Team (RSLT), the role also has responsibility for co-authoring and delivering the annual and 5-year plan for the Retail business, and ultimately a key player in delivering the business systems and financial objectives of the Retail business.
Key Responsibilities include: Leading Retail Operations team, building culture, supporting development, optimizing engagement and driving high-performance across:Credit, Payment Assistance & Collections TeamCustomer Operations - Provisioning and Account Management TeamRetail Business Systems TeamRetail Testing TeamClosely manage business costs, being a champion in the Retail team and companywide for automation and efficiency.Support the delivery of the EBITDA and NPAT financial ambitions of the business.Bring all stakeholders in the retail and broader business together by representing customer needs and expectations.Development of the Business Systems functions to support the delivery of the strategy.The go-to-market testing of all new prices, products, and business changes to ensure compliance and the meeting of customer and commercial expectations.Leading the external relationships on behalf of Pacific Blue with Distributors and Meter Providers and Managers to support customer account management.Act as the lead interface for the Retail business with technology providers – including billing systems, CRM, payments systems and others as may be required.End-to-end ownership on the Retail FRMP to Cash processes, ensuring documentation, embedding and ongoing maintenance of the required processes and procedures.Work closely with the broader business IT team, to develop and deliver the company wide technology and digitisation strategy.Where appropriate, lead the Retail business into new markets – jurisdictions and products.Work closely with the Retail General Manager and the RSLT, support the development and implementation of the annual and 5-year Retail business strategies.Ensure that the Company's compliance obligations are actively maintained, managed and kept up to date with particular focus on the compliance obligations allocated to the position title as identified in the Company's Register of Compliance Obligations (as set out in the Compliance Procedure and as amended from time to time).Knowledge and experience: Tertiary qualifications – under or post graduate level (e.g.
MBA).Experience in development of best practice customer operations teams and processes.Experience in mass market customer service and billing systems.Relevant sector experience is essential.Demonstrated ability to work in an agile and dynamic business culture.Experience in team development and proven leadership capability.Ability to clearly prioritise internal and external business initiatives and business process improvements projects.Willing to accept responsibility, foster accountability, and lead by example.Individual self-belief and self-confidence to be able to focus on outcomes and on the development of the organisations core competencies and its developing culture.Demonstrated ability to work constructively and collaboratively with internal teams/functions and have a sound understanding of customer service management.Direct responsibility for customer operations business development and delivery to budget.Experience in managing complex service level agreements with external suppliers.Experience in working within a regulatory environment and dealing diplomatically at the bureaucratic/government interface to influence the achievement of company objectives.Has exceptional verbal, written and interpersonal communication skills to enable effective communication across all levels and to a wide range of stakeholders.Skills: Performance and delivery orientationEffective Decision makingLeadership through influenceProblem SolvingCommercial acumenRisk assessment and mitigationExcellent stakeholder engagement and managementExcellent data interpretation and reporting skillsAbility to think laterally and analytically through complex issuesAt Pacific Blue, as a leading renewable energy provider for the past 30 years, we know what it takes to create real change.
Our success isn't solely driven by our technology, investments, or assets—it's powered by our people.
Our passionate and dedicated team is the reason we can make 100% clean energy available today, not tomorrow.
We provide a wide range of benefits including:
Discounts on Home Energy and Health InsuranceGenerous leave benefitsMelbourne office next to Southern Cross StationA team that is inclusive and supportivePacific Blue is committed to fostering an inclusive and diverse work environment where individuals in each of our business units feel involved, supported, respected, and treated fairly.
We believe that embracing people with diverse capabilities, perspectives, and experiences will enrich our team and provide competitive advantages to our business.
This has resulted in our recognition by the DCA as an Inclusive Employer.
If you require accommodations or adjustments, we encourage you to inform us so that we can support you throughout the application process.
Only candidates with the eligible right to work in Australia will be considered.
Pacific Blue won't be taking any applications from recruitment agencies for this vacancy. If you share our vision of creating a sustainable future and believe in making a positive impact, please click the 'apply' button to express your interest.

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