Reporting to Head of Portfolio & Analytics, the Portfolio Manager is responsible for designing and executing the customer engagement strategy across the Latitude credit cards portfolio. The role focuses on deepening customer engagement and maximising the value of existing customer relationships to drive portfolio growth. You will work closely with cross‐functional teams including Marketing and Product to deliver seamless, data‐driven initiatives aligned to business objectives.
Responsibilities
* Lead the design, execution, and optimisation of targeted portfolio growth campaigns that stimulate customer spend, increase receivables, and strengthen ongoing engagement with our credit card customers.
* Create portfolio management strategies to maximise portfolio growth across all customer contact and communication points.
* Design, execute and monitor always‐on customer management programs, including early months of book/onboarding, ongoing customer engagement to grow spend and build balance, re‐activation of dormant customers, and proactive and reactive retention.
* Work with the Analytics and Insights team to use data to target customers using personalisation methodologies.
* Partner with Marketing and Technology to translate customer management programmes into marketing execution plans.
* Undertake a value‐driven approach to monitor programme performance at a campaign and offer level and make necessary adjustments via a robust test‐and‐learn approach.
* Effectively use customer research, data and insights for customer segmentation, building propensity models and other targeting strategies.
* Assist Marketing team to deploy segmentation and propensity models across campaigns and offer execution.
* Track key portfolio metrics to measure the success of programme through creation and management of a customer engagement performance dashboard.
* Partner with Credit Risk to strengthen control strategies, enhance credit policy and optimise credit line assignment rules.
* Partner with Technology and Customer Service to build and deliver an integrated and omni‐channel customer engagement programme.
* Drive new initiatives to automate processes and operations, enhance functions to improve overall efficiency and effectiveness of the customer engagement programme.
Qualifications
* 5–7+ years' experience in lifecycle marketing, CRM, portfolio management or growth roles, with a strong track record of driving customer engagement and spend through targeted campaigns.
* Experience in credit cards or financial services is advantageous but not essential.
* Proven ability to identify portfolio growth opportunities and translate customer insights into engagement strategies and campaigns that drive spend and portfolio performance.
* Strong understanding of customer behaviour, lifecycle triggers, and commercial drivers that influence engagement and value.
* Demonstrated ability to use data and experimentation (testing, segmentation, targeting) to optimise campaign performance and improve customer outcomes.
* Strong commercial acumen and understanding of portfolio performance metrics (credit card P&L experience desirable).
* Ability to manage and prioritise multiple initiatives, working cross‐functionally with Marketing, Product, Analytics and Digital teams.
* Strong problem‐solving, analytical thinking and decision‐making capability.
* Collaborative mindset with the ability to influence stakeholders and deliver outcomes in a team‐oriented environment.
Benefits
* Flexible working environment and hybrid working model with support for work‐life balance.
* Extra week of paid leave each year through the Take 5 initiative.
* Sonder 24/7 support app for mental and physical wellness.
* Discounts on Latitude products and services.
* Comprehensive suite of employee benefits including superannuation, short‐term incentives, and an employee assistance programme.
* The Congratitude recognition programme to reinforce teamwork and achievement.
Only open to Australian or New Zealand Permanent Residents or Citizens.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.
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