Product Manager, Retention

2 weeks ago

Sydney, Australia Commonwealth Bank Full time

**You’re an accomplished Product Manager, driven to deliver exceptional outcomes**:

- **We’re committed to delivering outstanding customer experiences**:

- **Together we can achieve big goals and empower our customers**

**See yourself in the team**

The Manage and Own Crew looks after the in-life experiences for our home loan customers, including but not limited to value and loyalty creation, variation, retention, offset arrangements and departure. This role sits within the Retention Squad in Manage & Own.

**Do work that matters**

Reporting to a chapter lead and the Product Owner of the Retention Squad, the Product Manager, Retention will be responsible for developing and executing digital and commercial strategies to retain customers and reduce customer churn. This role requires a deep understanding of customer behaviour, strong analytical skills, and the ability to collaborate with cross-functional teams to deliver impactful retention deliverables.

**Key responsibilities include**:

- Develop and implement comprehensive retention strategies
- Analyse customer data to identify trends, pain points, and opportunities for improving retention
- Define and prioritise retention initiatives based on customer insights and business objectives
- Understand and represent the voice of the customer to ensure retention efforts are customer-centric
- Monitor and improve key touchpoints in the customer journey to encourage proactive retention strategies
- Track and analyse retention metrics to assess the impact of retention initiatives
- Work closely with stakeholders across Home Buying and distribution channels to execute on retention strategies

**We’re interested in hearing from people with**:

- Previous product management experience, within financial service (required)
- Strategic mindset coupled with proven problem-solving skills to think differently about strategies to grow the portfolio
- Strong analytical skills with the ability to interpret complex data and translate into actionable strategies
- Experience in digital delivery is desirable
- A proven track record of delivery of high impact initiatives that increase customer retention
- Strong influencing and stakeholder management skills
- Strong planning and time management skills with the ability to deal with competing priorities
- Exceptional communication and presentation abilities, capable of articulating ideas clearly and effectively to audiences
- Risk Mindset - All CommBank employees are expected to proactively identify and understand, openly discuss, and act on current and future risks.

**What’s in it for you?**

This role offers an excellent opportunity to broaden your skills and experience in Product Management. You will gain significant exposure to multiple teams within Home Buying and beyond, building knowledge in various areas.

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Advertising End Date: 29/06/2025

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