Customer Relations Manager

About us:

At CitiPower and Powercor, we’re proud to deliver electricity to 1.3 million Victorian customers every day through our network of poles and wires. But more than that, we’re here to power communities, support local businesses and keep critical services running smoothly, we’re essential to them all – and none of this happens without our people.

We believe in an inclusive, welcoming workplace where everyone feels safe, valued and respected. From offering great benefits to creating real opportunities for growth, we’re committed to supporting you, your career and wellbeing. It’s why our people stick around, whether you live in the city or across regional and rural Victoria, we’re doing the work where it matters most - right in your own community. As Victorians electrify everything from homes to transport, we’re focused on ensuring our networks are ready to meet that demand.

If you want to be part of something essential, be essential with us.

About the Roles:

The role of Customer Relations Manager, reporting directly to the Head of Customer, Community & Communication, offers an exciting opportunity to shape and elevate relationships with 44 retailers across Victoria. You will manage a dynamic environment where you’ll balance addressing immediate issues with driving forward-looking strategic initiatives while navigating the constant evolution of regulatory changes. Your ability to maintain alignment across various fronts will be essential in building lasting, impactful partnerships and fostering long-term growth, even as you manage the complexities of each retailer’s unique needs.

In addition, this role plays a critical part in managing complex customer service cases and responding to large-scale outage events. Being a key leadership role within the Customer, Community and Communication team, the successful candidate will have the opportunity to drive customer culture, mentor our graduates, and lead initiatives critical to our customer strategy. The broad scope of responsibilities, coupled with direct reporting to the Head of Customer, Community & Communication, comes with high expectations for delivering results. You will be tasked with balancing various priorities, ensuring you create meaningful, sustained change and deliver an exceptional customer experience at every level.

In this role you will:

• Establish and maintain strong strategic and operational relationships with key retailer stakeholders, driving collaborative improvements.
• Act as the primary escalation point for retailer-related issues, ensuring efficient case management and effective resolution.
• Monitor and coordinate Use of Systems Agreements (UoSA) and compliance obligations during major retailer events, such as Retailer of Last Resort (RoLR).
• Design and deliver an annual Customer Culture Program in alignment with the Customer Strategy, leading key customer-focused awards and events.
• Support major customer-impacting events, providing on-ground assistance to communities during escalations like prolonged power outages.
• Lead community engagement sessions, representing the organisation collecting community feedback.
• Develop frameworks and policies for escalated customer incidents, including support for hardship and vulnerable customers and champion these efforts across the business.
• Contribute to the Customer Community & Communication leadership team, providing guidance, and driving customer-focused initiatives.

What You’ll Bring to role:

• Proven ability to build and maintain strategic relationships within an energy industry setting including effectively navigating regulatory changes and resolving escalations.
• Demonstrated experience in driving a customer-focused culture, delivering exceptional service, and managing complex case resolutions with empathy and efficiency.
• In-depth understanding of market rules, regulatory requirements, and industry events like RoLR and UoSA, alongside process optimisation expertise to enhance service delivery.
• Exceptional communication, dispute resolution, and negotiation skills in both B2B and customer scenarios, with the ability to extract insights from data for critical decision-making.
• Extensive experience in the power industry, particularly in customer experience and stakeholder management within a retail or distribution setting.
• Relevant qualification in business, management, or a related field—or significant experience in a comparable role.

Your career with us:

We have a diversity of teams across our business, all contributing to great customer and community outcomes. Our people are our most important asset, and we continually invest in nurturing their capability.

We proudly strive to provide a safe, inclusive and sustainable environment where all our people feel respected, valued and supported to bring their whole selves to work and be the best they can be. With an embedded Inclusion & Diversity Strategy and initiatives like our Women in Power networking group, and Sparkle, our LGBTIQA+ allies pride network, we’re committed to equal opportunities for all employees.

We are proud to be recognised as a WORK180 Endorsed Employer for all women. Click here to check out our benefits.

Our greatest priority is the health, safety and wellbeing of our people and the communities we operate within. This includes their physical safety – ensuring everyone gets home safely everyday – as well as their psychological safety, by ensuring everyone has the resources and support needed to achieve a work-life balance and be the best they can be.

What’s next?

If you think you have what it takes, but don’t necessarily check every box, or would like to discuss a different or flexible way of working, please still get in touch with us.

Please submit your application via our career’s website. For the full Position Description, please reach out to Nadya Kartika from the Talent team at [email protected].