Retention Lead

2 days ago

Melbourne, Victoria, Australia Pony Express Full time

Newly created role
- High-growth Fintech
- Lead retention activity

**The Opportunity**

As the business scales rapidly, we're looking for a Customer Retention Lead to design and execute strategies that keep customers engaged, active, and loyal.

This is a rare opportunity to own retention end-to-end, working cross-functionally to drive customer lifetime value and reduce churn.

Reporting to senior leadership, the Customer Retention Lead will be responsible for shaping and delivering the company's retention strategy across the full customer lifecycle, from onboarding and activation to loyalty and winback.

This role is ideal for someone who excels in a fast-paced, high-growth environment, combining strategic thinking with hands-on execution. You'll partner closely with Product, Marketing, Data, Lifecycle, Customer Experience, and Payment Operations to identify friction points, build targeted programs, and enhance the customer journey.

**Key Responsibilities**
- Lead the customer retention strategy across onboarding, activation, loyalty, and winback stages.
- Design and deliver data-driven initiatives to improve activation, engagement, and reactivation.
- Define and track retention KPIs, including LTV, churn rate, and active customer growth.
- Partner with Product and Marketing to embed retention-focused features and campaigns.
- Leverage Salesforce and Tableau insights to analyse customer behaviour and identify opportunities.
- Collaborate with Customer Experience and Payment Operations to minimise churn drivers and elevate customer success.

**About You**
- 5+ years' experience in customer retention, lifecycle marketing, or CRM roles, ideally within fintech, SaaS, or high-growth environments.
- Strong analytical mindset, comfortable with segmentation, cohort analysis, and retention dashboards.
- Proven ability to collaborate cross-functionally and influence key stakeholders.
- Experience with CRM, marketing automation, and customer engagement platforms (e.g. Salesforce Marketing Cloud, Braze).
- Bonus points for exposure to loyalty, rewards, or product-led growth programs.
- Join one of Australia's fastest-growing fintechs during an exciting scale-up phase.
- Work on a category-defining platform that's transforming B2B payments.
- $1,000 annual allowance for personal development and training.
- Hybrid working environment with a collaborative Melbourne-based team. 3 days in, 2 at home. Elsternwick office location.
- Daily coffee on the house from the café downstairs.
- Salary: $130-150k + super

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