Head of Customer Strategy
Australia, Queensland, Brisbane
Experience: > 10 Years
Conventional Energy
Introduction
Brunel has been exclusively engaged to identify an exceptional Head of Customer Strategy for a major Australian energy infrastructure organisation. Brisbane location is preferred, with Sydney and Melbourne also considered
This is a high-impact enterprise role with responsibility for shaping how the organisation understands, engages and creates value for some of its most important customers across the energy, resources and industrial sectors.
Sitting at the intersection of customer strategy, key account management, commercial growth and enterprise decision-making, the role will lead the evolution and execution of an Enterprise Customer Strategy and establish a more sophisticated, consistent and insight-led approach to strategic customer relationships.
This is not a traditional sales, Business Development or Customer Experience position. It is an opportunity for a commercially minded strategist to influence how a major infrastructure organisation approaches its key customers, translate customer and market intelligence into action, and connect emerging customer needs with future growth and investment opportunities.
About this role
Reporting to a senior General Manager, you will work closely with Commercial leaders, Key Account Managers, Business Development and senior stakeholders across the organisation.
You will take ownership of an established Enterprise Customer Strategy, assess and evolve the approach, and translate it into practical customer strategies, governance frameworks, account planning standards and measurable actions.
A key focus will be moving customer engagement beyond traditional service-level relationships towards a deeper understanding of each customer's business, future energy requirements, strategic priorities and decision drivers.
The Key Account Managers will retain ownership of their customer relationships and will not report directly to this position. Your success will therefore depend on your ability to influence, challenge and build alignment across senior stakeholders without direct authority.
Key Responsibilities
- Lead the evolution, governance and execution of the Enterprise Customer Strategy.
- Develop customer-specific strategies and action plans for priority accounts.
- Establish and govern a consistent Key Account Management framework.
- Translate CRM, customer, market and commercial data into actionable insights.
- Partner with Key Account Managers to strengthen strategic account planning.
- Identify emerging customer risks, trends and future energy requirements.
- Connect customer needs with commercial and infrastructure growth opportunities.
- Establish customer performance measures, governance and strategic forums.
- Present customer insights and recommendations to senior executives and the Board.
- Build customer-focused capability across the broader organisation.
Is this you?
We are looking for a senior customer, commercial or strategy leader who combines strategic thinking, commercial curiosity and practical execution.
You will be comfortable working with complex information, developing a clear view of what matters to customers and translating that insight into actions that improve customer relationships and commercial outcomes. You are likely to bring:
- Demonstrated experience developing and implementing customer strategy, strategic account management or enterprise customer frameworks.
- Strong exposure to major, complex B2B customers and sophisticated commercial relationships.
- Experience translating customer and market intelligence into meaningful account strategies and commercial opportunities.
- Strong analytical capability across CRM, customer, financial, operational and market information.
- Proven ability to influence senior stakeholders and account owners outside your direct reporting line.
- Strong commercial judgement and an understanding of long-term customer value.
- Experience establishing governance, performance measures and disciplined strategy execution.
- Executive-level communication skills and the credibility to challenge established thinking constructively.
Experience within energy, utilities, infrastructure another complex B2B environment will be highly regarded.
We are also open to high-calibre strategy professionals from management consulting who can demonstrate they have successfully moved from strategy and recommendations through to implementation and measurable change.
What we offer
- Senior Head of-level appointment within a major Australian energy infrastructure business
- Attractive executive remuneration package plus 16% short-term incentive
- Genuine exposure to Executive Leadership and Board-level governance
- Enterprise-wide influence across customer, commercial and growth strategy
- Opportunity to shape the organisation's approach to its most strategic customers
- Work across major energy, resources and industrial customer relationships
- Influence future commercial and infrastructure development opportunities
- High-profile role operating across Commercial, Business Development and senior leadership
- Opportunity to lead and evolve an established Enterprise Customer Strategy
- Play a key role in supporting long-term growth through Australia's energy transition
- Brisbane preferred, with Sydney and Melbourne also considered
- Ad hoc interstate travel
About Brunel
Brunel is a recruitment and flexible workforce solution provider which connects talented people with opportunities throughout Australasia and around the world. We specialise in highly skilled roles across a variety of technical, professional, trades and craft disciplines, pairing candidates with industry-leading projects and organisations on a contract, permanent or secondment basis.
Operating in Australasia since 1997, Brunel has major bases of operation in Perth, Sydney, Brisbane, Melbourne and Port Moresby, which are further backed by the strength and reach of a truly global network spanning over 45 countries, 120 offices and 50 years of successful operation.
Brunel is proud to be equal opportunity employer and encourages applications from Aboriginal and Torres Strait Islander and female candidates.
Do you have questions?
If you have any questions or would like to discuss the details of this role, please contact Scott McAdam:E: s.mcadam@brunel.net | Mob: 0404 653 603