Customer Lifecycle Strategist

4 weeks ago

Sydney, New South Wales, Australia Singtel Full time

Customer Lifecycle Manager Role

We are seeking a skilled Customer Lifecycle Manager to join our team at Singtel. As a key member of our customer success team, you will be responsible for developing and driving initiatives that leverage insights to identify and capitalize on opportunities within our prospect and customer base.

Your Key Responsibilities

  • Design and develop comprehensive frameworks, including associated metrics and Key Performance Indicators, aligned with strategic goals.
  • Utilise CRM data to derive insights into the customer journey, finding opportunities to increase customer value. Implement strategies to drive customer engagement, acquisition, retention, and growth in the Mid Market and Enterprise segments.
  • Work with the Data and Analytics team to analyse customer behaviour data to define growth strategies and tactics, focusing on retention and churn patterns.
  • Develop and implement cross-sell and up-sell strategies to maximize revenue opportunities from existing customers. Collaborate closely with sales and product teams to identify opportunities for expanding product adoption and increasing average revenue per customer.
  • Establish governance rules, including recency rules, to govern customer interactions and communications. Define guidelines for maintaining data accuracy, ensuring that customer engagement activities are timely and relevant based on recency of interactions.
  • Identify and define new process improvement opportunities. Lead initiatives to streamline operations, enhance efficiency, and improve customer experience across all touch-points.

What We Offer

  • 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

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