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Customer Lifecycle Strategist

2 months ago

Sydney, New South Wales, Australia Optus Full time

Why Optus?

We are a business driven by innovation, customer-centricity, and a team of talented professionals.

We don't wait for opportunities to come to us, we create our own path through strategic partnerships, market analysis, and investment in cutting-edge technology.

The Customer Lifecycle Strategist is responsible for developing and executing initiatives that leverage insights to identify and capitalize on opportunities within our prospect and customer base.

Your day-to-day will consist of...

  • Design and develop comprehensive frameworks, including associated metrics and Key Performance Indicators, aligned with strategic goals.
  • Utilize data analytics 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.
  • Collaborate with the Data and Analytics team to analyze customer behavior 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. Work 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 makes you perfect for the role?

  • Bachelor's degree or equivalent experience in Marketing, Business Administration, Economics, or related field.
  • Proven experience in customer lifecycle management, CRM marketing, or related roles in B2B segment.
  • Proven track record in developing and implementing successful customer engagement and retention strategies.
  • Demonstrated success in implementing CRM projects and optimizing customer journey experiences.

Optus offers a range of benefits, including:

  • A flexible work arrangement, with 3 days in the office and 2 days remote, with flexible hours to suit.
  • Inclusive paid parental leave, up to 14 weeks for the primary caregiver.
  • Access to resources, webinars, and support via the 'Parents at Work portal'.
  • Opportunities for growth and development, including an extensive online and facilitator-led learning catalogue.
  • Connect with colleagues through employee-led volunteer groups.
  • A vibrant campus life, with a range of facilities, including restaurants, cafes, gymnasium, GP, and post office.
  • Easy travel options to Sydney Campus.

At Optus, we value diversity and inclusion, and are committed to ensuring that our application process provides an equal employment opportunity to all job seekers.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.