Customer Engagement and Retention Program Lead

Are you committed to bringing your best to life every day?

At MLC Life Insurance, we’re proud of our history of protecting Australians for over 135 years. We provide flexible, affordable, and innovative insurance products to almost 1 million Australians. We’re Australian-led and managed, and part of a global network through our partnership with one of the world’s leading life insurers, Nippon Life Insurance Group.

We’re driven by a powerful purpose, providing our customers and their families with a Promise for Life to be there when they need us most - and that’s a great purpose to bring us together at work every day.

We work hard to deliver a total customer experience that keeps our customers and partners at the forefront of all our decisions. We’re a values-driven business that strives for high performance and growth as we look towards the future.

**The Role**

Reporting into the Head of Customer Strategy and Experience, the Customer Engagement & Retention Program Lead is a newly created role as part of an enterprise-wide project (Trustee Replacement Project). This is a 12-month fixed term contract opportunity.

You will be responsible for spearheading the initiative to ensure a seamless transition for MLC customers following a change in our Trustee. Collaborating closely with our Marketing and Retention teams, and the various streams in the overall Trustee Replacement Program you will design and execute a top-tier customer engagement and marketing program.

You will work across the organisation and lead the Customer Engagement and Retention squad to develop and validate comprehensive customer experiences, create frictionless digital and non-digital experiences that guarantee an effortless journey for our customers whilst always advocating for a customer-centric perspective.

You will achieve success by ensuring the change is clearly communicated, any necessary actions explained in a way that is logical and easy to follow.

**About you**

An experienced Customer Program Manager or Campaign Manager, you come from a broad background of project management, operations and/or marketing within the financial services and/or life insurance sector with 5+ years of experience across customer experience, strategic marketing or retention.

You possess experience on customer data collection and quantitative analysis, with a strong human-centred design thinking and approach to the way you create customer journeys.

Your ability to influence and collaborate will be essential in finding the best solutions that balance customer focus with commercial outcomes, whilst motivating and driving your squad to deliver on their initiatives within time and budget.

Lastly, you possess the ability to build and maintain strong relationships with a diverse group of stakeholders, enabling you to drive meaningful decision making.

**Bringing our best to life - why join us?**
- We do work that makes a genuine difference to our customers, partners and community.
- We have a supportive, inclusive and flexible team culture, including hybrid working.
- We support your growth and development, and careers across our business units and teams that are as unique as our people.
- We reward and celebrate our successes, through our incentive and recognition programs.
- We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave and our Family Life hub.
- We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our sustainability commitments.

**Primary Location**: AU-VIC-Docklands

**Work Locations**: Level 14, 727 Collins St Level 14 727 Collins St Docklands 3008

**Job**: Information Technology

**Organization**: MLC Limited

**Schedule**: Fixed Term

**Employee Status**: Group Level 4

Full-time

:
**Job Posting**: 12-Nov-2024, 9:24:18 PM