Customer Experience Engagement Lead

1 week ago

North Sydney, Australia Nine Full time

**Company Description**
Nine is Australia’s largest locally owned media company - the home of Australia’s most trusted and loved brands spanning News, Sport, Lifestyle, and Entertainment. We pride ourselves on creating the best content, accessed by consumers when and how they want - across Publishing, Broadcasting and Digital.

Join Nine as the Customer Experience Engagement Lead, responsible for driving subscriber retention and maximising subscription revenue. As part of Nine’s dynamic Audience Growth team, this role leads retention and winback strategies, and collaborates with the Customer Service Centre to enhance audience connection, foster loyalty and deliver an exceptional subscriber experience.

The Audience Growth team expands and deepens connections with audiences across Australia. We leverage data to optimise content, drive subscriptions, and grow audience revenue while working closely with editorial, data, and product teams. The Customer Service Centre supports Nine’s mastheads and platforms like 9Now, providing exceptional customer experiences to strengthen Nine’s position as a trusted news source.

**Responsibilities**:
**Day to day includes but won’t be limited to**:

- Act as the liaison between the Customer Service Centre and Audience Growth
- Develop and execute communication plans for key subscriber updates (e.g., price changes).
- Optimise subscriber journeys (payments, renewals, late-life cycle activities).
- Gather and analyse subscriber feedback to identify improvement opportunities.
- Report retention metrics and share actionable insights.
- Utilise Salesforce Marketing Cloud (SFMC) and other MarComms platforms to deliver key communications to subscribers.
- Collaborate with teams to refine audience touchpoints and reduce churn.
- Design and execute experiments to boost subscription revenue.
- Develop and test win-back, pricing and upsell strategies.
- Ensure Customer Service Centre revenue targets are set and ARPU multipliers remain accurate.

**Qualifications** What we would like to see on your resume**:

- Experience in customer experience, retention, or lifecycle marketing (media preferred).
- Strong analytical skills with the ability to understand complex data and turn it into actionable insights
- Excellent project management and stakeholder management skills.
- Familiarity with CRM and marketing tools, including proficiency in SFMC
- Strategic thinker passionate about customer experience.
- Understanding of the media landscape and audience growth challenges is highly desirable

**Additional Information** Our Commitment to Diversity and Inclusion**:

  • Junior Experience Designer

    2 weeks ago

    Sydney, Australia The Customer Experience Company Full time

    **What to expect**: Here at The Customer Experience Company we believe in making experiences better for everyone, including our team. Work with us to design innovative end to end experiences - from Strategic Design, Service Design, Digital, UX/UI Design to Delivery and Implementation. We value our people, create space for them to lead and innovate, and work...

  • Head of Customer Experience and Engagement

    8 hours ago

    Sydney, Australia Sharp & Carter Full time

    Once in a career opportunity to join this leading B2C Services Brand | CBD based - Lead & Develop a world class Customer Experience & Engagement Strategy - $185,000 B + S + Bonus | High performing & Caring Culture | Lead a team of 4/5 - **Once in a career opportunity to join this leading B2C Services Brand | CBD based | Manage the end-to-end digital...

  • Manager Customer Engagement

    6 days ago

    Sydney, Australia NSW Government -Department of Customer Service Full time

    **Manager Customer Engagement, Ongoing, Sydney** The Department of Customer Service (DCS) is looking for an enthusiastic and team-orientated individual within the Customer Engagement team in ICT. The successful applicant will be supporting agencies across The Department of Customer Service. The right applicant will be a team player able to hit the ground...

  • Customer Engagement Lead

    2 weeks ago

    Sydney, Australia H&M Full time

    Company Description - Make your mark within a leading global fashion company - A place where you can express yourself & feel like you truly belong - Fun, collaborative and inclusive team environment - Flexible working arrangements and competitive benefits At H&M, we welcome you to be yourself and challenge you to grow and make a difference. Help us...

  • Customer Engagement Lead

    22 hours ago

    Sydney, Australia Goodman Fielder Full time

    **The Opportunity** We're looking for a **Customer Engagement Lead** to join our **Customer Experience team**, based in **Macquarie Park, Sydney**. This newly created role will focus on proactive, end-to-end order fulfilment across our Foodservice and Industrial customer channels. You'll work closely with Supply Chain, Logistics, and Customer Service teams...

  • Marketing Lead

    8 hours ago

    North Sydney, Australia Nine Full time

    Company Description Nine is Australia’s largest locally owned media company - the home of Australia’s most trusted and loved brands spanning News, Sport, Lifestyle, and Entertainment. We pride ourselves on creating the best content, accessed by consumers when and how they want - across Publishing, Broadcasting and Digital. **Job Description**: **Your...

  • Customer Engagement Lead

    2 weeks ago

    Sydney, Australia Dabble Full time

    Note: this role will require work outside of regular business hours (some evenings) to attend meetings with _UK-based marketing team._ Dabble is a global online gaming business with a heartbeat, cornerstoned by our community. Since our inception in 2020, we’ve been on a scale-up journey, driven by our core philosophy, “You Better Believe It.” We are...

  • Manager, Aboriginal Customer Engagement

    1 week ago

    Sydney, Australia NSW Government -Department of Customer Service Full time

    **Manager, Aboriginal Customer Engagement & Policy (Aboriginal)** **Grade 11/12, Ongoing** **Location:Sydney** **About this role** Do you want to make a difference in supporting better outcomes for Aboriginal people, customers and communities within NSW. We are looking for an experienced Aboriginal Customer Engagement & Policy Manager to work in the...

  • Strategic Customer Engagement Lead

    24 hours ago

    Sydney, New South Wales, Australia beBeeCustomer Full time $90,000 - $110,000

    Strategic Customer Engagement LeadWe are seeking an experienced Strategic Customer Engagement Lead to join our vibrant and passionate team in our Hygiene division.This role involves managing an assigned customer base across our Hygiene division, achieving sales quotas, retention, and revenue targets, and building effective relationships with key...

  • Experience Leader

    2 weeks ago

    Sydney, Australia GrowPro Experience Full time

    **About us** We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad. **Your functions** - Welcoming students in local coworking (includes airport pick up service) - Negotiation with local partners (related to events and destination activities) -...