Customer Lifecycle Manager

Role overview

Responsibilities

• Develop strategies for onboarding, activation, engagement, retention, cross-sell, advocacy and win-back.
• Design personalised journeys across email, push, SMS, in-app, direct mail, phone and emerging channels.
• Use customer, behavioural and product data to identify opportunities and build targeted programs.
• Own and improve lifecycle performance, product penetration and customer lifetime value.
• Develop segmentation, trigger logic, contact strategies and personalisation approaches.
• Lead A/B and multivariate testing; partner with automation, data and analytics teams on measurable programs.
• Collaborate with Product, Digital, Technology, Operations and Customer Experience to deliver growth opportunities.
• Provide performance insights to inform customer strategy and investment decisions.

Requirements

• 5–8+ years in customer lifecycle marketing, CRM, retention marketing or growth marketing.
• Experience owning lifecycle strategies and programs with measurable commercial outcomes.
• Experience designing journeys across lifecycle stages and using customer data, segmentation, behavioural targeting and personalisation.
• Strong A/B and multivariate testing capability.
• Marketing automation platform experience, such as Braze, Salesforce Marketing Cloud, Adobe Campaign or similar.
• Commercial acumen and experience influencing cross-functional teams.
• Complex or regulated industry experience is required; banking, financial services, insurance, telecommunications or utilities is highly regarded.
• Tertiary qualification in Business, Marketing or a related discipline.

Workplace

• Based in Brisbane; the bank describes flexibility to work from home two days a week.

Benefits

• Benefits include study leave, wellbeing support and coaching, a wellbeing centre, and discounts on bank products and services.
• The employer describes flexible work, including the option to work from home two days a week.

About the company