Customer Growth Lead

Who is Plenti?

Plenti is a fintech lender, providing faster, fairer loans by leveraging its smart technology. Plenti is a dynamic and innovative business that is growing strongly. By continuing to deliver better customer experiences, Plenti is taking market share from incumbent players in the personal lending, renewable energy, and automotive finance markets.

We are a fast moving and ambitious business that seeks to recruit smart and capable people, who can take ownership of their role to help the business thrive. With over 250 people based in Australia, Plenti is of a size where everyone can make a difference in their role and help us realise our very big ambitions as a team, as we go about building Australia's best lender.

Plenti is a founder led business that launched in 2014, listed on the ASX since 2020 with annual revenue of over $250 million and a loan portfolio of over $2.5 billion.

About the Role

As the Customer Growth Lead for Refinance & Cross-Sell at Plenti, you will architect end-to-end strategies that maximize customer lifetime value through optimized pricing models, streamlined application journeys, and data-driven targeting for refinancing and complementary product opportunities. You'll collaborate across credit, product, and technology teams to implement technical enhancements and refined underwriting processes that balance risk management with exceptional customer experiences. Leveraging sophisticated segmentation and customer insights, you'll project manage critical initiatives that transform Plenti's cross-sell capabilities while driving significant revenue growth from the existing customer base.

Key Responsibilities:

• Develop and execute a comprehensive refinance and cross-sell strategy for existing Plenti customers, identifying optimal channel and pricing criteria to maximize conversion opportunities

• Lead continuous improvement of application journeys for existing customers, identifying friction points and implementing streamlined experiences that maximize conversion rates for refinance and additional products

• Project manage technical enhancements to customer platforms (borrower portal), CRM systems, and application flows, working with IT and product teams to prioritize and implement features that enable more effective cross-selling

• Design and implement personalized, multi-channel marketing campaigns (email, SMS, online portal, whatsapp) to engage existing customers with relevant refinance and additional product offers.

• Establish and optimize a customer lifecycle marketing program that strategically positions additional Plenti products at appropriate moments in the customer journey.

• Analyze customer data to identify patterns that indicate refinance readiness or product affinity, using predictive modeling to proactively target customers before they seek alternatives

• Lead A/B testing initiatives across all customer communications to continuously improve refinance and cross-sell conversion rates

• Collaborate with product teams to develop exclusive offers, loyalty benefits, and preferential terms for existing customers to drive engagement and deepen relationships

• Design and deliver a robust customer education program around refinancing benefits, consolidation opportunities, and complementary financial products.

Key Qualifications:

• Bachelor's degree in Marketing, Business, or related field.

• Minimum 5+ years of experience in digital marketing or growth roles, preferably in fintech, lending, or financial services industries.

Key Competencies:

• Customer Lifecycle Marketing - Expert knowledge of retention and loyalty marketing principles, with proven experience designing effective cross-sell journeys

• CRM & Marketing Automation - Advanced proficiency in customer relationship management systems and marketing automation platforms (e.g. Salesforce, HubSpot, ) to orchestrate personalized communication flows

• Data Analysis & Segmentation - Strong capability to analyze customer data, identify behavioural patterns, and create sophisticated segmentation models that predict refinance/cross-sell propensity.

• Data Query & Basic Analysis - Working knowledge of data query tools (such as SQL) to extract relevant customer information from databases, with the ability to perform basic analyses of customer segments, product usage, and payment patterns.

• Technical Project Management - Demonstrated ability to lead cross-functional technical initiatives from concept to implementation with strong prioritization skills

• Agile Methodologies - Experience with agile project management approaches for iterative development of marketing and product features

• Stakeholder Management - Advanced skill in communicating complex initiatives to executive leadership and managing expectations across departments

This role reports to the Head of Direct Lending.

What's life like at Plenti?

Working at Plenti means joining a team that is high-performing, diverse, customer-focused and collaborative. It's a place where everyone can "make it happen" and share in the results and success. If being in a dynamic industry as part of a market-leading fintech sounds like you, then join to help us reshape Australia's financial eco-system for the good.

In return, you will enjoy a culture of innovation and entrepreneurship to take your career further. We offer flexible working and volunteer and study leave to develop your skills. We also have monthly social events, office snacks, company Townhalls and D&I initiatives and events to help you connect with your colleagues. 

Plenti is committed to a diverse and inclusive workforce.

We encourage people from different backgrounds to apply, including Aboriginal and Torres Strait Islander people and people with disabilities. When you apply, let us know of any reasonable adjustments you may need during the interview process so we can accommodate you.