Outbound Strategy & Leads Manager

Are you ready to take ownership of a dynamic outbound ecosystem and drive strategic excellence in campaign management, lead lifecycle optimisation, and dialler performance? Join a leading organisation in the health insurance industry as an Outbound Ecosystem Lead, where you'll play a pivotal role in shaping the future of outbound operations.

About the Business: Join a global business at the forefront of innovation, with a dynamic team undergoing exciting change. Our client prides themselves on fostering a great culture, delivering customer-focused solutions, and providing opportunities for growth in a supportive environment.

About the Role: This is a unique opportunity to lead the end-to-end performance and optimisation of an outbound ecosystem. You will be responsible for aligning strategy with execution, ensuring seamless integration across data, technology, workforce capability, and operating rhythms. Your work will directly impact commercial outcomes while delivering high-quality member experiences.

Key Responsibilities:

• Lead Lifecycle Ownership: Manage the full lifecycle of outbound leads—from creation to ingestion, prioritization, and conversion—ensuring alignment with commercial goals and member value.
• Campaign Strategy & Execution: Design and prioritise campaigns using ROI logic, driving acquisition, retention, upsell, and cross-sell opportunities.
• Dialler Optimisation: Oversee dialler pacing, retries, contact windows, and routing logic to maximize throughput and conversion rates.
• Performance Insights: Own outbound metrics such as penetration rates, RPC/contact rates, conversion rates, and yield. Use data-driven insights to inform strategy and optimize processes.
• Stakeholder Collaboration: Partner with Marketing, Data Science, Technology teams, Workforce Planning, Quality Assurance, and Training to deliver integrated outcomes.
• Operational Excellence: Build frameworks that ensure stability, scalability, and compliance within highly regulated environments.

What We’re Looking For:

• Extensive experience (8+ years) in outbound sales or retention within large-scale contact center environments.
• Proven expertise in managing diallers (preferably AWS-based platforms like Amazon Connect), including configuration, pacing strategies, retries, routing logic, and CRM integration.
• Strong understanding of outbound performance levers such as penetration rates, contactability strategies, conversion metrics, and save rates.
• Experience driving change through operating model transformation—simplifying legacy processes while embedding new rhythms and accountabilities.
• Exceptional stakeholder management skills within matrix organisation.
• Commercial acumen with the ability to translate technical insights into actionable business strategies.

Why Join Them? This role offers a competitive salary package + 10% bonus. You'll have the chance to work on cutting-edge projects like migrating off legacy dialler systems (Amazon Connect) while influencing key stakeholders across multiple departments. Be part of an organisation committed to ethical practices and delivering value-led member conversations.

Who Should Apply? If you're passionate about optimising outbound ecosystems through strategic thinking and operational excellence—and if you thrive in fast-paced environments where collaboration is key—this role is for you. Candidates with experience in regulated industries such as health insurance, financial services, utilities, or telecommunications are encouraged to apply.

How to Apply: We’re looking to fill this position as soon as possible. If you’re ready to make an impact in a challenging yet rewarding environment without compromising on customer experience or compliance standards—apply today!

Aboriginal and Torres Strait Islander Peoples are encouraged to apply.
To apply, please click "Apply" or contact Ali Alpe on ali.alpe@robertwalters.com.au for a confidential discussion.