About the Company
A market-leading financial services organisation has created a new Customer Retention Strategy Manager role to lead a shift from reactive to proactive retention. This is a high-impact position with real influence over strategy, structure, and outcomes.
About the Role
You will re-design the retention function from the ground up, define the strategy, and enhance a growing team to improve customer loyalty and reduce customer attrition across a large portfolio of financial products. The role sits within a business with strong succession planning and clear pathways for long-term leadership growth.
Responsibilities
* Build and own the end-to-end customer retention strategy
* Design proactive, data-led loyalty and engagement initiatives
* Partner with Marketing, Sales, and senior leaders to drive outcomes
* Build and lead a retention team, expanding post-acquisition
* Deliver clear reporting, insights, and recommendations to executives
* Ensure compliance with regulatory, privacy, and risk frameworks
Qualifications
* Senior experience in customer retention, loyalty, or related roles
* Proven ability to build strategy and capability from scratch
* Strong leadership, stakeholder influence, and commercial acumen
* Financial services or regulated industry experience preferred
* Exposure to contact centres and broker-introduced lending highly regarded
Required Skills
* Senior experience in customer retention, loyalty, or related roles
* Proven ability to build strategy and capability from scratch
* Strong leadership, stakeholder influence, and commercial acumen
Preferred Skills
* Financial services or regulated industry experience preferred
* Exposure to contact centres and broker-introduced lending highly regarded
Pay range and compensation package
* Salary: $150,000 + super (negotiable for experience)
* Location: Hybrid, Parramatta
* Reporting to: Head of Customer Service
* Growth: Strong succession planning and long-term leadership opportunities
Equal Opportunity Statement
Apply now to be considered for this newly created, high-impact role within a market-leading organisation.
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