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Retention Marketing Manager
2 weeks ago
It starts with YES
At Optus, we have an ambitious goal to be Australia's most loved everyday brand.
We enable connections with customers every day – holding the key to be Australia's most loved brand, and we aim to develop and retain our customers with the right message through the right channel at the right time to the right customer, at scale.
The primary objective of this role is to drive retention of Optus products and services to minimise customer outflows whilst profitably growing lifetime value by increasing customers' tenure and product holdings. This requires a deep understanding of the customer needs and "value pathways" within the base, collaborating cross functionally with the product teams to deliver shared goals.
Your day in the life of a Retention Marketing Manager at Optus
- Developing the customer lifecycle strategy, including insights, customer experience and program execution to drive business and customer outcomes.
- Using customer insights and analysis of the base to advise the retention plans for each segment /cohort, working cross-functionally within Customer Engagement (CE) and the broader product stakeholders.
- Increasing retention of Optus products and services to drive customer tenure and improve NPS.
- Working collaboratively with the CE team to leverage customer insights discovered to develop and optimise detailed customer behaviour driven journeys throughout their lifecycle, detailing trigger points for key retention opportunities.
- Increasing Customer Lifetime Value by increasing the usage of Optus products and services per customer.
- Working collaboratively with stakeholders from sales, service, product and CE to leverage insights and analysis on outflows, detailing key insights and opportunities.
Your skills to pay the bills
- Validated experience in a similar role with previous runs on the board
- Shown retention experience, with an ability to understand and work closely with channels.
- Strong analytical and conceptual skills.
- You have retention management experience or have come from a Customer Marketing, CRM or CVM background.
- You have a proven track record using insights to identify the key factors that will transform a customers' experience to drive advocacy.
- Experience in stakeholder management to align across a common set of goals.
Perks we love at Optus
- 3 days in the office, 2 days remote – with flexible hours to suit
- Inclusive paid parental leave, up to 14 weeks for the primary care giver.
- All Optus employees have access to resources, webinars and support via the 'Parents at Work portal'.
- Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University).
- Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network.
- Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office.
- Two easy travel options to Sydney Campus: Optus bus from Sydney CBD (20min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon
Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes
At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email along with your preferred method of contact and we will be in touch.
For more information on Diversity, Inclusion & Belonging at Optus, please visit
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