Head of Retention

5 days ago

Melbourne City Centre, Australia NAB Full time

Head of Retention - Home Lending
- Job number: 800807
- Primary position location: VIC- Melbourne CBD
- Category: Banking & Financial Services
- Category: Data & Analytics
- Category: Information, Communication & Technology

**Show More**
- Work type: Permanent Full time
- Closing at: Jun 8 2025 - 23:55 AEST

**Favourite**

- **We are empowered to make a positive difference for customers and communities**.**:

- **Join an innovative and customer obsessed team.**:

- **Be supported to grow your career at NAB.**

Our people are customer obsessed. They prioritise the needs and satisfaction of the customer above all else. Our mindset fosters innovation and creates strong, lasting customer relationships as we strive to be the most customer centric company in Australia and New Zealand.

**As the **Head of Retention, Home Lending**, you will be joining **the Personal Banking team** that’s doubling down on customer obsession.

**Each day, you’ll go above and beyond to**:

- Responsible for leading and executing strategies to retain home lending customers, ensuring a seamless and engaging customer experience throughout their home loan journey.
- Develop and implement retention initiatives, analysing customer data to identify retention opportunities, and collaborating with cross-functional teams to enhance customer satisfaction and loyalty.
- Develop the Home Lending Retention strategy to minimise customer attrition and maximise customer lifetime value.
- Manage and implement Retention initiatives designed at reducing customer attrition across the portfolio.
- Collaborate with internal stakeholders, including distribution, marketing and risk to align retention efforts with broader business objectives.
- Utilise customer data and analytics to identify trends, predict churn, and develop targeted retention campaigns.
- Track and report on retention metrics, providing insights and recommendations to senior leadership to drive continuous improvement.
- Engage with customers through various channels to gather insights and foster relationships.

**We’re looking for the best and brightest to deliver the best for our customers. You’ll need**:

- Strong commercial and business acumen, ability to understand market dynamics, financial drivers, and business opportunities.
- Creative approach to customer loyalty, developing unique solutions and personalised experiences that strengthen relationships and minimise attrition.
- Exceptional analytical and problem-solving skills to identify complex challenges, evaluate multiple options, and implement effective solutions.
- Proven track record developing and executing comprehensive retention campaigns that increase lifetime value through targeted engagement and meaningful loyalty programs.
- Adept at building productive relationships with stakeholders, aligning priorities and managing expectations to achieve organisational objectives.
- Understanding of banking operations, regulatory requirements, financial products, and industry.

**A diverse and inclusive workplace works better for everyone**

We know that our people make us who we are. That's why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our multiple Employee Resource Groups (ERGs) we continue to foster an inclusive environment, where all NAB colleagues’ unique backgrounds and identities are understood, respected and celebrated. We are committed to providing an environment where you can work your way.

**Join NAB

  • Recruitment and Retention Manager

    4 weeks ago

    City of Melbourne, Australia State of Victoria Full time

    - Location: Melbourne - CBD## About this role* Full time ongoing position* Salary range: $138,909 - $162,060 plus super plus salary packaging* Up to $15,900 in salary packaging and hybrid WFH & office model**About the role** Victoria Legal Aid (VLA) is seeking an experienced and purpose-driven Recruitment and Retention Manager to lead our end-to-end...

  • Head of International Engagement

    1 day ago

    Melbourne City Centre, Australia Department of Premier & Cabinet Full time

    A fantastic opportunity exists for a highly experienced and motivated professional to join the Economic Development and International Branch (EDIB) within the Department of Premier and Cabinet (DPC) as the Head of International Engagement. EDIB provides advice to the Premier and Cabinet on a range of international engagement, economic development, jobs and...

  • Head of Project Controls and Standards

    1 week ago

    Melbourne City Centre, Australia Department of Health Full time

    ***: The Head of Project Controls and Standards holds a leadership position within the authority wide Program Management Office (PMO). They are responsible for driving continuous improvement initiatives, standardisation and uplift across the entire authority and end-to-end lifespan of projects, from inception through to asset management, whilst managing and...

  • Head of Protocol and Events

    5 days ago

    Melbourne City Centre, Australia Department of Premier & Cabinet Full time

    An exciting and rare opportunity exists for a talented and passionate individual to join the Strategic Communication, Engagement and Protocol branch as Head of Protocol and Events at the Department of Premier and Cabinet. As the Head of Protocol and Events, you will lead a multi-disciplinary team in the strategic development and effective delivery of events...

  • Inside Sales and Retentions Specialist

    1 week ago

    Melbourne, Australia RateMyAgent Full time

    Founded in 2014, RateMyAgent is Australia and New Zealand’s number 1 real estate ratings and review platform.We have recently expanded our offering to the US market and with some exciting plans we are seeing some great results in this market, with more initiatives planned to accelerate our growth. In 2018 we listed on the ASX:RMY. RateMyAgent has over 80...

  • Head of Account Management

    3 days ago

    Melbourne, Australia ReadyTech Group Full time

    Making a meaningful difference with mission-critical software that empowers communities to thrive. ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer’s diverse problems - supporting multiple businesses across a variety of markets...

  • Head of Business Portfolio

    23 hours ago

    Melbourne City Centre, Victoria, Australia Victorian Government - Department of Families, Fairness, and Housing Full time $120,000 - $180,000 per year

    THE ROLEReporting to the Director, Business Portfolio and Delivery Management, the Head of Business Portfolio (Housing) is a key role within the Information Technology Services (ITS) Branch.The Head of Business Portfolio (Housing) is accountable for the strategic leadership and governance of the $50 million Housing ICT investment portfolio encompassing...

  • Head of Human Rights Solutions

    1 week ago

    Melbourne City Centre, Victoria, Australia Department of Justice and Community Safety Full time $120,000 - $180,000 per year

    About the CommissionThe Victorian Equal Opportunity and Human Rights Commission (the Commission) is an independent statutory body with responsibilities under Victoria's key human rights laws - the Equal Opportunity Act 2010, the Racial and Religious Tolerance Act 2001, the Charter of Human Rights and Responsibilities Act 2006 and the Change and Suppression...

  • Head of Corporate

    2 weeks ago

    City of Melbourne, Australia AIA Hong Kong and Macau Full time

    Head of Corporate page is loaded## Head of Corporatelocations: Melbourne, AU-AIA Australiatime type: Full timeposted on: Posted Todaytime left to apply: End Date: November 2, 2025 (8 days left to apply)job requisition id: JR-61790BE THE DIFFERENCE At AIA we do things differently to make a healthy difference in people’s lives. That difference...

  • Head of Client Services

    3 days ago

    Melbourne, Australia Allura Partners Full time

    Work with some of the most iconic of eCommerce brands, globally - Previous agency experience is essential - Senior leadership opoortunity - great culture with flexible working Allura Partners are partnering exclusively with a high growth eCommerce agency in recruiting a Head of Client Services. This is an exciting opportunity to be part of the senior...