Head of Customer Excellence & Strategy
Auckland, New Zealand · Full Time
Be the first to apply
- Experience
- 15+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- In office
- Eligibility
- Experienced strategy and commercial intelligence leaders with a strong customer focus, especially those from utilities, telecommunications, financial services, or consumer retail, are encouraged to apply. Mercury also welcomes candidates who may not meet every criterion but can bring relevant skill…
- Resume
- Required to apply
Where you'll work
Job description
About Mercury
Mercury is a forward-looking organisation that supplies energy and telecommunications to more New Zealanders than any other provider. It is focused on renewable energy and on helping build a more sustainable future. The company’s purpose is to take care of tomorrow by connecting people and place today, with a commitment to creating a better future for its people, communities, and Aotearoa New Zealand.
About the role
As Mercury’s Customer business moves into its next phase of growth and change, this newly created Head of Customer Excellence & Strategy role will establish, from scratch, a core capability for commercial intelligence and strategy. The aim is to strengthen insight-led decisions across the retail business and support sharper strategy and portfolio choices.
Reporting to the GM Consumer Retail, you will own customer and commercial strategy and create a clear view of how value is generated and how it can grow. As the custodian of Customer Lifetime Value, you will be the key authority on commercial strategy across the portfolio. You will also lead the team responsible for the future retail innovation roadmap, customer research, value management, and the commercial intelligence that improves decision-making across the business.
About you
Mercury is seeking a customer-focused strategy and intelligence leader who can convert insight into action, build capability, and shape how decisions are made. This is an opportunity to have meaningful impact at a pivotal time for the Customer Retail business.
Experience and background
- More than 15 years of experience in senior strategy, commercial intelligence, or insights leadership roles within complex, customer-led organisations, ideally in utilities, telecommunications, financial services, or consumer retail.
- Experience creating or expanding a new function or capability that has strengthened commercial intelligence.
- Experience in customer value management, segmentation, or product economics is useful, particularly with an understanding of how these areas combine to reveal where value is created.
- Strong people leadership experience, including coaching, developing, retaining, and building high-performing teams.
- Ability to translate complex data and insights into straightforward strategy and direction.
- Sound commercial judgement and the independence to solve complex cross-portfolio issues and present strategic options.
- Strong influence skills and a customer-first approach, with confidence to challenge ideas and build alignment among senior leaders.
- Experience using AI-enabled decision intelligence would be highly beneficial.
Why join Mercury
- An additional 5 days of leave each year through MyDays.
- A one-off tax-free payment of $400 to help set up a home office.
- A diverse workplace that recognises and encourages individual strengths and talents.
- Annual salary reviews, a strong parental leave policy, and the option to buy extra leave.
- Career opportunities, development pathways, and facilities within one of New Zealand’s largest multi-utility providers.
- A flexible working policy with the trust and autonomy to work from Mercury’s purpose-built offices and from home.
- Discounted health insurance plus free life and income insurance.
- A strong wellbeing programme, including up to $100 in annual health checks and a confidential assistance programme.
- Gender affirmation leave and supportive bereavement leave, including for the loss of a pet.
Additional information
Mercury is committed to being a learning organisation and will support you to grow and develop your skills and mindset through a range of opportunities. The company aims to foster an energised, innovative, and agile environment where people feel valued.
Inclusion statement
Mercury values a team made up of people with different backgrounds, experience, and capabilities. The organisation encourages applicants to apply for roles that match their skills, capabilities, and interests, even if they do not meet every listed criterion.
Application details
A full position description is available. Applications close on Friday, 10 July at 5:00pm. Mercury may move a particularly strong candidate through to interview sooner. For accessibility or application support, candidates can contact recruitment@mercury.co.nz. Do not submit applications through that email address.