Group Manager Retail & Customer Solutions

Group Manager Retail & Customer Solutions

• Get the balance right with flexible working, no matter the role
• Belong, learn and grow with a team that has your back
• Create connections with customers and community at the heart of all we do

An exciting leadership opportunity has become available within Hunter Water's Customer Services Division for a Group Manager Retail & Customer Solutions.

Our Company

At Hunter Water our Values define who we are as an organisation and how we behave. We strive to live these Values and it is shown in the work we do and the way in which we interact with each other. Please click here to learn more about Hunter Water's Values.



We fundamentally believe in and commit to diversity and inclusion. We value an individual's unique capabilities, backgrounds, experiences and characteristics. We rely on these diverse perspectives to drive innovation and collaboration, to deliver the best outcome for our customers and communities.

It is this diversity of perspectives that will enable Hunter Water to meet the challenges of the future. We strive to create an inclusive environment where there is genuine equality of opportunity regardless of people's gender, age, cultural background, religion, sexual orientation, gender identity, disability and/or family status. We encourage you to apply and welcome all applications.

We have embarked on a new strategic direction to build a more innovative, collaborative and resilient organisation that is a thought leader in developing a sustainable water and wastewater future. Please click here to learn more about Hunter Water's Corporate Strategy.

At Hunter Water we offer a range of employee benefits. For this position, these will include, but are not limited to:



Excellent flexible working and additional leave benefits including:

• Additional Public Holidays
• 5 days additional paid Carers Leave per annum
• Paid Community Service Leave
• 14 weeks paid Parental Leave for both parents
• Access to hybrid work and other flexible options

Health & Wellbeing benefits including:

• Fitness passport
• Access to discounted health fund and health services
• Access to the Employee Assistance program

Remuneration & Hours:

• 38 hour working week
• Reward and Recognition Program
• Salary will be commensurate with the skills and experience of the successful candidate

The Opportunity

The role is accountable for leading the teams responsible for retail services and customer systems, ensuring the efficient, effective and compliant delivery of customer account management, billing, metering and payment services across Hunter Water's end-to-end meter-to-cash lifecycle. The role is also responsible for maintaining, optimising and enhancing the digital systems that underpin retail operations and customer self-service delivery, ensuring these solutions continue to meet customer, operational and business needs.

What you'll do:

• Strategically lead, plan, manage and supervise teams responsible for Retail Services, including customer account management, metering, billing, and payments, ensuring efficient and effective delivery of services across a multi-channel customer environment.
• Lead the development and delivery of digital products used by customers, driving the product roadmap and ensuring investment outcomes deliver measurable customer, operational and business value.
• Partner closely with customer strategy, research, digital, technology and delivery teams to ensure successful implementation of customer and operational solutions using agile delivery methodologies and contemporary product management practices.
• Champion human-centred design principles, embedding customer insights and user experience practices into the design, development and optimisation of products, services and business processes.
• Manage key commercial relationships, including vendors, delivery partners and service providers, ensuring effective contract management, performance outcomes and value-for-money delivery.
• Provide strategic leadership and assurance across the end-to-end meter-to-cash lifecycle, including a strong focus on metering strategy, revenue integrity, compliance and customer outcomes.
• You may be required to participate in activities within the scope of your skills, knowledge and capabilities to support Hunter Water before, during and in planning for operational or emergency responses, including the possibility of out-of-hours work.

What you'll need to be successful:

Essential Criteria:

• Tertiary qualifications or relevant experience in business, management or equivalent related discipline.
• Significant people leadership experience and demonstrated ability to build and develop high performing teams particularly in a dynamic customer-centric environment.
• Demonstrated experience leading the delivery and ongoing optimisation of digital products within a complex customer, utility or service-based environment.
• Strong working knowledge of agile delivery methodologies and experience collaborating effectively with multidisciplinary product, technology and delivery teams.
• Demonstrated application of human-centred design principles and customer-led service design practices to improve customer and business outcomes.
• Significant experience managing commercial partnerships, vendor relationships and contracts to achieve agreed performance, risk and value outcomes.
• Strong understanding of utility retail operations and the metering landscape, including metering technologies, data management, revenue assurance and customer impacts.
• Experience translating strategic objectives into product roadmaps, investment priorities and measurable business outcomes.
• Excellent communication skills and abilities to work with stakeholders across all levels.

Desirable Criteria:

• Experience working as a senior product manager.
• Experience managing digital self-service channels in a similar industry.
• Experience working within a government and/or utility agency.
• Post graduate qualifications in digital product delivery, business management or related discipline.

Application Steps:

To be considered for this position applicants must submit a cover letter addressing the Selection Criteria above and provide a current resume.



Please click to view the Position Description



Application closing date: Wednesday 26 August 2026



We are proud to be an Inclusive Employer committed to Inclusion, Diversity & Equity. People with disability, women and Aboriginal and Torres Strait Islander candidates are encouraged to apply. Applicants can request a reasonable adjustment at any stage during the recruitment process by getting in contact with the recruiter.



Employment with Hunter Water Corporation may be subject to pre-employment checks including but not limited to criminal background checks, functional assessment, drug and alcohol testing and psychometric assessment for preferred external applicants.