Lifecycle Marketing Manager - Mobile Retention

The Lifecycle Marketing Manager – Mobile Retention is a pivotal role in the Customer Lifecycle Management team. This function is responsible for the development and execution of data-driven strategies to drive customer engagement, retention, and revenue growth throughout the customer lifecycle. This position requires a strong understanding of customer behaviour, the ability to analyse data, project management and have effective communication skills.

Responsibilities

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

• Develop best in class customer lifecycle strategies to protect, retain and grow the customer base and maximise customer lifetime value aligned with TPG Telecom overall goals and objectives.
• Use data analysis to identify key trends and insights to drive decision making in the development of customer lifecycle strategies and execution of customer journeys and targeted marketing campaigns to drive customer engagement, retention, and incremental sales.
• Continuously measure, monitor, analyse, and report on key performance indicators to measure the effectiveness and performance of customer lifecycle activities.
• Identify data driven opportunities to conduct experiments that can result in profitable commercial outcomes ensuring the initiatives can be scalable in the short term.
• Gain deep understanding of the mobile base, including customer base movements during the lifecycle, identify cohorts of customers who are more likely to disconnect or purchase additional services, design treatments and offers to meet commercial outcomes while delivering great customer experiences.
• Develop business cases to seek commercial approval of below the line offers required to meet customer expectations and achieve commercial targets.
• Collaborate with cross-functional teams such as brand, marketing, channels, insights and analytics, data science and product marketing, to understand business opportunities to grow customer lifetime value and increase the share of wallet in the household.
• Monitor, analyse, and stay up to date on industry trends, new devices, competitor activity and customer lifecycle best practices.

Knowledge & Experience

• 5+ years of experience in marketing and customer lifecycle management. preferably in the telecommunications, financial, or membership-based industries.
• A bachelor’s degree in business administration, marketing, or a related field.
• Demonstrated analytical, problem-solving, and strategic thinking skills.
• Strong background in data-driven marketing with demonstrated record of extracting meaningful data and using insights to support decisions to improve customer experience and drive business outcomes.
• Business acumen with the ability to make sound and effective decisions based on a thorough commercial and market analysis.
• Proven project management and campaign execution able to work independently and manage multiple projects at once.
• Strong understanding of customer behaviour, marketing, retention, and sales.
• Knowledge and experience with marketing automation platforms such as SAS360, Salesforce, Adobe Marketing Cloud, Marketo or Pega.
• Excellent communication, presentation, interpersonal and cross-functional collaboration skills.
• Experience working in an Agile approach and using Jira and Confluence are a plus.
• Data-mining skills, with experience using SQL, R, or similar tools are a plus but not essential for this role.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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