Retention Marketing Manager

2 weeks ago

Macquarie Park, Australia NCS Group Full time

Start your journey with a YES

We at Optus have set an ambitious goal of becoming the most beloved everyday brand in Australia. We strive to foster connections with our customers on a daily basis, aiming to solidify our position as Australia's favorite brand. Our focus is on engaging and retaining customers effectively by delivering the right message through the right channels at the right time and to the right audience, at scale.

The main goal of this role is to boost the retention of Optus products and services, reducing customer churn while increasing their lifetime value by enhancing their tenure and product portfolio. This requires a deep understanding of customer needs and value pathways within our customer base, working closely with product teams to achieve common objectives.

Your day as a Retention Marketing Manager at Optus:

  • Developing a comprehensive customer lifecycle strategy encompassing insights, customer experience, and program execution to drive business and customer outcomes.
  • Utilizing customer insights and data analysis to shape retention plans for different customer segments, collaborating across departments within Customer Engagement and other product stakeholders.
  • Enhancing retention of Optus products and services to drive customer loyalty and enhance NPS scores.
  • Collaborating with the Customer Engagement team to leverage customer insights and optimize personalized customer journeys based on behavioral triggers, maximizing key retention opportunities.
  • Boosting Customer Lifetime Value by encouraging increased usage of Optus products and services per customer.
  • Working in partnership with sales, service, product, and Customer Engagement stakeholders to leverage insights and data on customer outflows, identifying crucial insights and potential opportunities.

Your skills that make a difference:

  • Demonstrated experience in a similar role with a proven track record.
  • Strong background in retention strategies and the ability to collaborate effectively with various channels.
  • Solid analytical and conceptual skills.
  • Experience in retention management or a background in Customer Marketing, CRM, or CVM.
  • Proven success in utilizing insights to enhance customer experience and drive advocacy.
  • Proficiency in stakeholder management to align goals effectively.

Perks we offer at Optus:

  • 3 days in the office, 2 days remote, with flexible working hours.
  • Inclusive paid parental leave, with up to 14 weeks for the primary caregiver.
  • Access to resources, webinars, and support through the 'Parents at Work portal' for all Optus employees.
  • Opportunity for personal growth with an extensive online learning catalog and the chance to earn an MBA micro-credential via OptusU (University).
  • Engage with our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, LGBTQIA+ Alliance, United Veterans, and Yarn Network.
  • Enjoy a vibrant campus life with a range of facilities including eateries, gym, and post office.
  • Convenient travel options to the Sydney Campus via the Optus bus from Sydney CBD or Macquarie University Metro Station.

Curious about life at Optus? Explore #OptusLife on LinkedIn for an insider's view.

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