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Executive Manager, NSW Customer & Growth


At IAG, we live and work by our purpose to make your world a safer place. We are motivated by a unique culture that celebrates honesty, creativity, empathy, equity and collaboration. We call it the IAG way, and it means we all share a ‘ready for anything’ mindset that sets the tone for positive actions and positive outcomes. We put heart into everything we do which guides us to create amazing things for our customers, our people and our communities.  


We’re brimming with ideas, ambition and a readiness to apply bold thinking and risk awareness to make a difference where it matters most. 

As the largest general insurance group in Australia and New Zealand, we own some of the region’s most trusted brands, including NRMA Insurance, CGU, SGIO, SGIC and WFI. We are ready for anything. 


The Role 

An exciting opportunity has come up to grow our insurance business in New South Wales for one of our most reputable brands. We’re looking for a Customer & Growth Executive Manager to lead and execute the customer, growth and sales strategies across New South Wales for NRMA Insurance. The role will focus on finding dynamic ways of growing our customer base, as well as deepening our relationships with existing customers. We’re looking for someone who will deliver an industry-leading customer experience and be accountable for managing the strategic partnership with NRMA Insurance - delivering on agreed profit margin, growth, and customer advocacy targets. The ideal candidate for this role will have extensive direct insurance experience and a deep understanding of customer data, how to manage personalised marketing campaigns, know how to develop our customer value proposition and design and deliver distribution capability. This is an awesome role for an executive leader in the customer growth space to deliver at scale! 


Key Responsibilities


  • Scope, design and track the delivery of all Customer growth initiatives and business plans that enhance and grow the presence of our direct brands in the core NSW/ACT region. 
  • Design integrated go-to-market strategy and business plans that actively pursues target customer segments and delivers on agreed profit margins, growth targets, drives sales performance, NPS and strong customer advocacy and retention for the defined region.
  • Define and manage P&L outcomes across customer segments and channels by adjusting market pricing guardrails to deliver to profit margin targets in the defined region
  • Lead the strategic relationship with distribution partners in NSW/ACT (e.g. NRMA, TAL), ensuring partner performance, optimisation and continued longevity.
  • Leverage data and customer insights to action to drive customer growth and sales performance.
  • Ensure effective compliance and governance to relevant Risk and Regulatory frameworks.
  • Improve culture and people engagement to deliver an enhanced customer experience.
  • Ensure awareness and compliance with the Group Delegations & Authorities Policy.
  • Demonstrate the IAG way, by role modelling our purpose, ready for anything mindset and heart values (honest &upfront, easier together, act & own it, reimagine today, treat everyone fairly)

Skills & Experience


  • Prior experience working across customer growth for large complex organisations. 
  • Proven experience leading large complex teams in a dynamic environment.
  • Strong demonstrated track-record in delivering customer growth outcomes.
  • Strong commercial and financial acumen, including management of a large P&L for an operational business.
  • Direct Insurance experience – preferred 
  • Demonstrated strategy design and execution.
  • Demonstrated ability in managing complexity, ambiguity and responding to change.
  • Experience in fostering a customer-centric environment.
  • Strong commercial acumen.
  • Demonstrated ability to define, plan, and shape strategies and initiatives into tactical plans for successful delivery.
  • Developed leadership skills with a proven ability to role model values and behaviours.
  • Experience in building capability and optimising the performance of teams.
  • Experience in building partnerships and working collaboratively with others to meet shared goals.
  • Experience with creating a continuous improvement environment aligned with agile ways of working.
  • Tertiary qualification/s in Business, finance domain or related fields.
  • Relevant industry or specialism qualifications.


Ready for anything? Let’s talk

Start your career journey with us and click ‘Apply’! Applications close on Monday 24th May 2021. 

IAG rewards and recognises its people with generous benefits, career development opportunities and real work-life balance. Employees also enjoy 13% superannuation, up to 50% insurance discounts, flexible work and leave options, generous parental leave and return to work programs, various corporate partner discounts and a people-focused culture that celebrates achievements big and small. 


Creating a workforce that actively embraces diversity, inclusion and a sense of belonging is key to our success. We believe in treating everyone fairly which means that inclusion, removing barriers, striving for equity and embracing diversity are woven through our values and behaviours.  We encourage applications from all backgrounds and communities and are committed to providing a work environment that enables you to thrive, whatever your circumstances. If we can provide support with access requirements, alternative work arrangements please advise us via your application.


IAG has committed to the reconciliation movement in Australia for First Nations people and focus on providing a safe and supportive work environment for all our employees. More information on our Reconciliation Action Plan can be found on our company website.