TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your Opportunity The Head of Commercial Analytics and CVM is a senior leadership role within Vodafone Business Small and Medium Business (SMB), responsible for leading commercial strategy, performance analytics and Customer Value Management to deliver profitable growth and stronger customer lifetime value.

This role creates a single, trusted view of commercial and customer performance and turns complex or incomplete inputs into clear insight, options, recommendations and executable plans. It connects planning, forecasting, channel and proposition economics, customer analytics, retention and lifecycle growth so that decisions are evidence-based, owned and translated into measurable action.

The role also provides executive leadership for a major SMB Customer Growth &

- Intelligence Transformation. This enterprise programme brings together trusted customer data, AI-enabled decisioning, customer relationship management, marketing automation and sales activation to improve acquisition, retention, cross-sell and customer value at scale.

As part of the SMB senior leadership team, you will collaborate cross-functionally with Sales, Marketing, Digital, Proposition, Finance, Technology, Data, Operations, Legal, Privacy, Risk and Security. You will provide independent commercial challenge, lead high-performing Commercial, Analytics and CVM teams, and ensure the transformation moves from mobilisation through go-live, adoption, benefits realisation and sustainable business-as-usual ownership.

You'll Make Impact By

Commercial Strategy, Economics &

- Performance

- Lead SMB commercial strategy, integrated planning, forecasting and performance management across revenue, gross margin, acquisition, retention, customer value and investment.
- Own the independent commercial fact base, including channel economics, pricing and proposition business cases, customer and cohort economics, benefits and material variances.
- Set commercial guardrails and frame material decisions with a clear problem, evidence, options, trade-offs, recommendation, decision required, accountable owner and execution path.
- Improve forecast quality, decision speed and benefits realisation through disciplined performance review, root-cause analysis and corrective action.

Analytics, Insight &
- AI

- Set the SMB analytics strategy and lead performance insight, customer analytics, modelling and decision support.
- Create an accessible and trusted performance view with clear metric definitions, reconciled data and decision-practical dashboards.
- Develop and embed segmentation, propensity, churn, next-best-action and value models into frontline, marketing and digital workflows.
- Translate analytical findings into pragmatic commercial recommendations and measurable actions, including surfacing uncomfortable insights when required.
- Build an effective test-and-learn system with clear hypotheses, control groups, incremental-value measurement and learning closure.

Customer Value Management
- Own the SMB lifecycle-value strategy across onboarding, early tenure, engagement, retention, migration, cross-sell, up-sell and win-back.




- Establish a mature CVM operating system based on customer cohorts, churn drivers, customer lifetime value, intervention economics and prioritised treatment strategies.
- Set the customer contact and decisioning strategy across human and digital channels, balancing customer relevance, commercial value and operational capacity.
- Ensure lifecycle activity is governed by incremental value, customer outcomes and sustainable economics - not campaign volume.
- Partner with Marketing and Go-to-Market teams to translate customer insight into timely and consistent customer action.

SMB Customer Growth &
- Intelligence Transformation

- Mobilise the programme by confirming customer and commercial outcomes, scope, workstreams, investment, roadmap, dependencies, accountable owners and the benefits baseline.
- Chair the executive SteerCo; operate delivery and readiness gates; resolve cross-functional dependencies; surface risk; and bring clear recommendations for material decisions.
- Take the capability through go-live and embed priority use cases, workflows, user adoption, controls, run-state measures and a repeatable performance rhythm across Marketing, Digital and Sales.
- Secure named business-as-usual owners, accepted definitions of done, operating documentation, service controls and ongoing benefits tracking.
- Ensure responsible and explainable use of customer data and AI in partnership with Technology, Data, Legal, Privacy, Risk and Security.

Governance, Benefits &
- Decision Quality

- Connect strategy, planning, performance, investment and delivery into one coherent SMB management system.
- Maintain clear benefits baselines, ownership, variance explanations and corrective actions for material initiatives and customer-value programmes.
- Ensure executive papers are concise and decision-ready, with evidence, trade-offs, a recommendation and a specific ask.
- Design governance to accelerate decisions and delivery rather than create additional reporting or meeting load.
- Own the transformation outcome, SteerCo, decision quality, adoption and benefits while named programme and workstream leaders remain responsible for delivery.

Leadership &
- Collaboration

- Build and lead capable, engaged Commercial, Analytics and CVM teams with clear accountabilities, high standards, development plans and succession.
- Lift commercial curiosity, analytical rigour, pragmatic recommendation and outcome ownership across the function.
- Reduce key-person dependency through documented methods, shared measures, transparent priorities and repeatable operating rhythms.
- Influence effectively across the SMB leadership team and enterprise partners while preserving clear functional accountability.
- Create an environment where teams challenge assumptions, learn from tests and own both successful delivery and visible remediation.

What You’ll Bring

- Substantial senior leadership experience in commercial, analytics, customer value, growth or strategy roles within a data-rich customer business.
- Demonstrated ownership of commercial planning, P&L; drivers, forecasting, pricing, business cases, investment decisions and benefits realisation.
- Deep understanding of customer analytics and CVM, including segmentation, churn,



propensity, next-best-action, customer lifetime value, experimentation and campaign economics.
- Experience converting AI and advanced analytics into adopted commercial workflows and measurable value beyond proofs of concept.
- A strong record of leading complex cross-functional transformation through executive governance, go-live, adoption and transition to business-as-usual operations.
- Experience chairing executive SteerCos and operating investment, risk, readiness, adoption and benefits governance.
- Proven ability to lead multidisciplinary teams and influence senior stakeholders across Sales, Marketing, Digital, Proposition, Finance, Technology, Data, Operations, Legal, Risk and Privacy.
- Experience in telecommunications, subscription services, financial services, digital commerce or another high-volume customer business is strongly preferred.
- Working knowledge of modern customer-data, CRM, decisioning and marketing-automation ecosystems, including Salesforce or comparable enterprise platforms.
- Relevant tertiary qualifications in commerce, economics, finance, analytics, mathematics, engineering, marketing or a related discipline; postgraduate study is valued but not essential.
- Exceptional written and verbal communication, with the commercial judgement to simplify complexity, make clear recommendations and establish who owns what by when.
- A commercially decisive, analytically rigorous and deeply pragmatic leadership style, with a high bar for customer outcomes, execution and realised value.

What's in it for you?

- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ –
- Access to a free mobile plan
- ‘Stay Connected NBN’ –
- Access to a free, high‑speed NBN plan (up to 500 Mbps)
- ‘Your Leave’ - additional leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here. TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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About Us

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

About The Team

This team partners with businesses, government and wholesale customers to deliver secure, reliable and scalable connectivity solutions. We support critical infrastructure and services across Australia, helping organisations operate, grow and innovate.

📌 Head ofB, CVM and Commercial Analytics (Sydney)
🏢 Tpg Telecom
📍 Sydney