Customer Lifecycle Manager

GSB • Brisbane, CA

8d • Hybrid

About The Position

As our highly valued Customer Lifecycle Manager based in Brisbane, your role will develop and deliver lifecycle growth strategies that drive customer activation, engagement, retention, advocacy and product adoption across key customer and product portfolios. Supporting our purpose of helping every Australian own their own home.
This is an opportunity to shape how we build deeper, more valuable relationships with our customers throughout their banking journey. You'll own lifecycle strategies that turn customer and commercial insights into connected experiences, from helping new customers get started through to increasing engagement, strengthening retention and identifying the next relevant product or service. Data and experimentation will be central to how you work. You'll use behavioural and transactional insights to understand what customers need, design personalised journeys and continually test what works. You'll have genuine ownership of the outcomes, including activation, engagement, retention, cross-sell, customer lifetime value and lifecycle program ROI. Working across Marketing, Product, Digital, Data and Technology, you'll influence how customer-led growth opportunities are prioritised and brought to life. If you're passionate about lifecycle marketing, comfortable balancing customer and commercial outcomes and enjoy using data and experimentation to drive measurable growth, you'll thrive here.

Requirements

• 5–8+ years' experience in customer lifecycle marketing, CRM, retention marketing or growth marketing
• Demonstrated experience developing and owning lifecycle strategies and programs that deliver measurable commercial outcomes
• Strong experience designing customer journeys across multiple lifecycle stages, including onboarding, activation, engagement, retention and cross-sell
• Experience using customer data, segmentation, behavioural targeting and personalisation to improve marketing performance
• Strong experimentation and optimisation capability, including A/B and multivariate testing
• Experience with marketing automation platforms such as Braze, Salesforce Marketing Cloud, Adobe Campaign or similar
• Strong commercial acumen and the ability to translate business objectives into customer growth opportunities
• Experience influencing and working across Product, Digital, Data, Technology, Customer Experience and Marketing teams
• Experience within a complex or regulated industry, with banking, financial services, insurance, telecommunications or utilities experience highly regarded
• A tertiary qualification in Business, Marketing or a related discipline

Responsibilities

• Developing lifecycle strategies across onboarding, activation, engagement, retention, cross-sell, advocacy and win-back
• Designing and optimising personalised customer journeys across email, push, SMS, in-app, direct mail, phone and emerging channels
• Using customer, behavioural and product data to identify growth opportunities and develop targeted lifecycle programs
• Owning lifecycle performance and driving improvements in customer engagement, retention, product penetration and lifetime value
• Developing segmentation, trigger logic, contact strategies and personalisation approaches that create more relevant customer experiences
• Leading A/B and multivariate experimentation to continually improve customer and commercial outcomes
• Partnering with Marketing Automation, Data and Analytics teams to translate lifecycle strategies into scalable, measurable programs
• Working across Product, Digital, Technology, Operations and Customer Experience to prioritise and deliver customer-led growth opportunities
• Providing performance insights and recommendations that influence customer strategy and investment decisions

Benefits

• Study leave
• A day for you
• Professional wellbeing coaching
• Access to our wellbeing centre
• Flexibility to work from home two days a week
• Discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level