Job Description:
The Senior Marketing Manager role is a pivotal position within the Lifecycle Management team responsible for developing and executing data-driven strategies to retain customers and revenue of mobile and broadband products.
This includes identifying at-risk customers, implementing proactive retention campaigns, deploying targeted offers in various channels, and managing a reactive retention toolkit for the saves desk.
The role is accountable for reducing churn across the customer lifecycle, protecting revenue, and growing customer lifetime value.
Key Responsibilities:
* Develop and implement proactive and reactive retention strategies and campaigns for the mobile and broadband consumer base.
* Daily monitoring of mobile and broadband churn, tracking market conditions, and recognizing patterns that influence disconnections; devising and implementing solutions for assisted channels, including the saves desk, to increase retention rates.
* Use data analysis and segmentation techniques to identify trends and understand customer behavior, and identify key drivers of churn.
* Monitor and report on retention metrics and health of the customer base to evaluate the effectiveness of retention strategies. Use data visualization tools to present insights and recommendations to key stakeholders.
* Lead a team of six direct reports.
* Cross-functional collaboration with next best action, product, finance, channels, and the save desk to prioritize the approval, arbitration, and presentation of retention offers to customers at risk.
* Collaborate with the data science team to develop and implement propensity models to predict customer churn and target high-value customers with retention campaigns.
* Monitor and evaluate the performance of the propensity models and request adjustments as needed to improve their effectiveness.
* Identify data-driven opportunities to conduct experiments resulting in profitable commercial outcomes, ensuring initiatives can be scalable in the short term.
* Collaborate with the CLM cross-functional team to ensure excellence in campaign execution, testing, reporting, and ongoing optimization.
* Stay up-to-date with industry trends and best practices in data analytics, personalization, customer experience, and retention.
Required Skills and Qualifications:
* Strong background in data-driven marketing with a demonstrated record of extracting meaningful data and using insights to support decisions to improve customer retention.
* Experience working in customer marketing, customer value management, or planning within consulting firms or telecommunications, financial services, or retail industries.
* Experience working with propensity models and data science in a marketing or customer retention role.
* Strong data analysis, data visualization, and presentation skills to effectively communicate insights and recommendations to key stakeholders.
* Strong commercial acumen with a proven track record of end-to-end campaign management delivering incremental retention and positive commercial results.
* Excellent communication and stakeholder management skills.
* Strategic thinker with excellent problem-solving and planning skills.
* Innovative and keen to think out of the box in a pragmatic and systematic approach.
* Digital savvy with the ability to prioritize digital-first campaigns, monitor performance, and optimize conversion rates.
Benefits:
* Flexible hybrid work arrangement (from home and office)
* 'Stay Connected Mobile' - Access to a free mobile plan
* 'Stay Connected NBN' - Access to a free NBN 100 plan
* 'Your Leave' - An additional 4 days of leave to be used whenever you like - every year
* Access to TPG Learning Hub platform and internal development opportunities
* Access to corporate partner discounts
What's in it for you?
Become part of a dynamic team and contribute to building a better future.