Drive the Workforce Strategy Behind Australia's Leading Subscription Business
Customer retention at scale demands more than operational excellence-it requires workforce intelligence that turns data into decisive action. As the Workforce Planning & Insights Director, you'll lead the planning, forecasting, and business intelligence function for a pioneering retention operation supporting one of Australia's most recognized media organizations. Through Emapta, you'll influence executive strategy, strengthen commercial performance, and help build a world-class operation while advancing your career alongside global leaders.
Job Overview
- Employment Type: Full-time
- Shift: Day Shift, with possible weekend shift
- Work Setup: Onsite, Ortigas (transition to Hybrid)
The Qualifications We Seek
- Minimum 7 years of leadership experience in Planning, Workforce Management, Business Intelligence, Analytics, or Insights functions
- Strong experience translating complex data into clear strategic recommendations and measurable business actions
- Hands-on expertise in workforce planning, demand forecasting, capacity management, and operational analytics
- Demonstrated ability to influence senior stakeholders through compelling, data-driven insights
- Strong understanding of customer behavior, operational performance, and key business drivers
- Experience leading teams and developing analytical, planning, and insights capabilities
- Advanced analytical, problem-solving, decision-making, and strategic thinking skills
- Australian market experience is required
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
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
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.
