Head of Customer Excellence & Strategy

Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwis than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose. Taking care of tomorrow: connecting people and place today. This pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.

Mō te tūranga | About the role:

As Mercury's Customer business enters its next stage of growth and transformation, we've created the Head of Customer Excellence & Strategy to build, from the ground up, a foundational commercial intelligence and strategy capability – elevating insight-led decision‑making across the retail business to drive sharper strategy and portfolio decisions.

Reporting to the GM Consumer Retail, you're the driver of customer and commercial strategy, building a single view of where value is created and how it grows. As custodian of Customer Lifetime Value, you'll be the authoritative voice on commercial strategy across the portfolio. You'll lead a team driving the future retail innovation roadmap, customer research and value management, and the commercial intelligence that lifts decision‑making across the business.

We're looking for a customer‑obsessed strategy and intelligence leader who turns insight into direction, builds capability and shapes how decisions are made. If you're ready to make a real impact at an important time for our Customer Retail business, we'd love to hear from you.

\n
• 15+ years' experience in senior strategy, commercial intelligence or insights leadership, in complex, customer‑led organisations – ideally utilities, telecommunications, financial services or consumer retail.
\n
• Experience building or scaling a new function or capability that has elevated commercial intelligence.
\n
• A background in customer value management, segmentation or product economics, and an understanding of how they combine to show where value is created, would be an advantage.
\n
• Proven people leadership; coaching, developing and retaining talent and building high‑performing teams.
\n
• The ability to turn complex data and insight into clear strategy and direction.
\n
• Strong commercial judgement and the autonomy to resolve complex, cross‑portfolio questions and frame strategic options.
\n
• Strong influence and a customer‑led mindset, with the confidence to challenge thinking and drive alignment across senior leadership.
\n
• Experience with AI‑enabled decision intelligence would be highly valuable.
\n

\n
• Additional 5 days leave per annum (MyDays)
\n
• $400 one‑off tax‑free payment toward setting up your home office
\n
• A diverse workplace where your unique abilities and talents will be recognised and encouraged
\n
• Annual salary reviews with excellent parental leave policy, with the option to purchase additional leave
\n
• The opportunities, career paths and facilities associated with working for one of New Zealand's largest multi‑utility providers
\n
• Flexible working policy – the autonomy and trust to work flexibly from our purpose‑built premises and from home, recognising the value of this flexibility in the modern world
\n
• Discounted health insurance and free life and income insurance
\n
• Excellent well‑being programme including up to $100 annual check‑ups and confidential assistance programme
\n
• Gender affirmation leave and supportive bereavement leave to be taken when you lose anyone close to you, including your pet
\n

Location: Auckland, Tauranga