Build the Planning and Insights Function Behind Media Subscriber Growth
Lead the future of customer retention and operational intelligence in a pioneering team within Australia's fast-evolving media and publishing industry. The Planning and Insights Director drives workforce strategy, analytics, and commercial decision-making that protect revenue and strengthen subscriber growth. Through Emapta, gain the opportunity to establish critical planning and insights capabilities from the ground up while influencing executive decisions that shape long-term business performance.
Job Overview
- Employment Type: Full-time
- Shift: Day Shift, with possible weekend shift
- Work Setup: Onsite, Ortigas (transition to Hybrid)
Exciting Perks Await!
- Pioneer opportunity to help build a high-performing team from the ground up
- Competitive Salary Package
- Day 1 HMO coverage with free dependent
- Transition to Hybrid work arrangement
- Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
- Day shift schedule
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
- 7+ years of senior leadership experience at the Director level, developing and executing data, insights, and operational planning strategies within a high-volume contact center environment
- Expert-level knowledge of end-to-end Workforce Management (WFM), including demand forecasting, capacity planning, and multi-channel scheduling optimization
- Proven expertise in customer experience analytics and operational analytics, utilizing statistical methodologies and business intelligence platforms such as Power BI to generate actionable insights
- Demonstrated success leading large-scale operational transformation and business transformation initiatives
- Strong ability to influence executive stakeholders through compelling, data-driven storytelling that shapes business strategy and drives organizational change
Ideal Leader Profile
- Strategic Pioneer and Builder, capable of delivering the retention vision, scaling the saves function, and protecting long-term revenue through end-to-end planning and insights strategies
- Relentlessly curious and passionate about change, leveraging customer and operational data, including Voice of Customer (VOC), churn risk, and workforce analytics, to improve customer offers, retention strategies, and operating models
- Commercially astute, with a proven ability to maximize subscriber lifetime value (LTV), protect revenue streams, and optimize commercial offers and retention capabilities
Your Daily Tasks
Strategic Insights & Leadership
- Define the vision and roadmap for the contact center's data landscape, ensuring strong governance and transforming operational, workforce, and customer metrics into actionable business intelligence
- Serve as the primary translator of data insights, influencing commercial, product, and operational strategies through compelling recommendations to executive leadership
- Champion the adoption and integration of advanced analytics and business intelligence platforms, including Power BI and Tableau, to enhance reporting, automate processes, and reduce systemic issues
- Implement proactive early-warning systems and performance oversight frameworks to identify critical trends and data anomalies requiring executive intervention
Workforce Management & Operational Planning
- Direct long-term workforce planning and financial planning strategies, translating business objectives into scalable capacity and resource models
- Govern Workforce Management tools, technologies, and methodologies to optimize scheduling, real-time operations, and Service Level Agreement (SLA) performance
- Establish talent acquisition and retention frameworks while overseeing operational governance policies that support a high-performing and compliant workforce
People Leadership
- Lead the Planning and Insights team, ensuring workforce planning and analytics strategies align with organizational objectives
- Govern performance management frameworks and capability development initiatives to deliver accurate workforce plans and exceed key performance indicators (KPIs)
- Foster a values-driven, inclusive, and high-performing culture in partnership with executive leadership
Commercial & Financial Management
- Manage financial planning and budgeting activities in partnership with Finance and business leaders to ensure effective resource allocation and long-term sustainability
- Optimize the allocation of people, technology, and investments to balance customer outcomes, operational performance, and commercial priorities
- Deliver concise and actionable reporting that links financial performance, business trends, and strategic recommendations for executive stakeholders
Join the Top 1% Talent. A better career. A better life.
Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in the 2026 Inspiring Workplaces Awards Asia, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.
Apply now and be part of the #EmaptaEra.
