Practice Lead Customer Intelligence

As the Practice Lead Customer Intelligence you will be responsible for shaping and driving the customer, campaign and CLM commercial analytics programs that power end-to-end customer lifecycle and value management strategies across a diverse portfolio of brands and products, including prepay, post-pay, and fixed services.

Reporting directly to the Group Head of CLM, you will be responsible for understanding our customers intimately, identifying patterns in behaviour and predicting opportunities and threats to value that may occur in the future. In responses you will guide initiative strategy and manage the measurement of its impact via control groups. Through your commercial CLM function you will help business case new initiatives and understand the financial impact of initiatives and organic movements in the base. You will also manage the below-the-line offer funding and co-lead strategy in conjunction with the rest of the CLM marketing team.

You will lead 3 high-performing functions – base analytics, campaign analytics and the CLM commercial team – consisting of 11 team members and collaborate cross-functionally with Marketing, Product, Finance, COE, and Technology teams to deliver impactful, data-driven programs at scale. This role is pivotal in ensuring the organisation remains deeply customer-centric, commercially sharp, and ahead of market trends.

Core Responsibilities

Strategy Leadership

• Own the 3-year roadmap for the evolution of the customer insights team capability including training, tools and programs of work that will advance the function
• Serve as the voice of the customer within the Group Marketing function, ensuring lifecycle initiatives are insight-led and customer-centric.
• Drive alignment across business units to deliver cohesive customer journeys and experiences.
• Support the Group Head of CLM with strategic planning, executive presentations, and cross-functional alignment.
• Work alongside the customer transformation team in their design and implementation of best-in-class CDP and martech capabilities (being delivered in 2026).

Base Insights

• Build and refine customer segmentation strategies, ensuring lifecycle programs are tailored to distinct needs, behaviours, and value tiers.
• Establish comprehensive customer profiles over time through greater understanding of movements in base, lifestyle needs, household dynamics and customer lifetime value
• Run rolling cohort and detriment analyses to identify where communications and detrimental changes erode value and change underlying base dynamics
• Work with the CLM channel manager to understand the differences in behaviour across channels and how best to optimise the channel mix to optimise for value management and customer satisfaction
• Identify friction points and lead initiatives to improve customer experience and reduce churn.

Campaign Analytics

• Establish KPIs and frameworks to measure campaign effectiveness, customer lifetime value (CLV), retention rates, churn, and NPS.
• Build and optimise a single universal control group and campaign control group methodology for A/B testing to continuously optimize marketing effectiveness and customer outcomes.
• Democratise data and encourage self-service amongst the CLM team through the development of dashboards and reporting tools for real-time performance tracking.
• Lead PIRs on key initiatives with a senior executive audience to establish performance and lead efforts to optimise results

CLM Commercial Interface (value realisation optimisation)

• Help CLM marketers to build business cases for investment and new initiatives based on current value levels in the base
• Partner with the Data COE to shift reporting and metrics from individual brand and plan views to a holistic view of households and customer lifetime value.
• Manage below the line offer budget pools and maximise the impact of how they are spent for greatest return on investment at a CLV level.
• Collaborate with finance teams to ensure an understanding of the financial health of the base and impact of macrotrends and new initiatives.
• Lead forecasting of overall churn and upgrade volumes as part of quarterly and annual planning with the business. Provide a view of changes in plan revenue due to customer movements (NetMAF deltas) to establish an informed future P&L view
• Influence senior leadership and contribute to C-suite decision-making through data-backed insights and strategic proposals.

Team Leadership & Development

• Provide strategic leadership to a team of 11, fostering a culture of performance, innovation, and collaboration.
• Foster a culture of curiosity, innovation, collaboration, and continuous learning.
• Set clear goals, manage performance, and support career development within the team

Other Responsibilities

• You will be responsible for identifying and leading improvement opportunities within the team, as well as ensuring appropriate controls are in place to manage risks, including the protection of TPG systems, brands, reputation, data, and information.
• You must ensure and your team are familiar with policies and procedures, as well as completing any associated training, as communicated, or made available on the intranet and our learning systems.
• We are all responsible for taking reasonable care of our own safety and wellbeing at work, and to avoid adversely affecting the safety and wellbeing of another person at work.

Knowledge & Experience

• 8+ years of experience in marketing analytics, data science or customer value management within a fast-paced, multi-brand or telco environment.
• Proven experience managing teams and multi-brand, multi-segment, multi-channel marketing strategies
• Strong expertise in customer segmentation, journey mapping, retention strategies, and LTV optimization.
• Advanced knowledge of data analytics (e.g. SAS, Google Analytics) data science (e.g. python) and data visualisation tools (e.g., Power BI, Tableau)
• Commercially astute with strong analytical and strategic thinking skills.
• Exceptional communication and storytelling skills – able to influence at executive level.
• Exceptional leadership, communication, and stakeholder management abilities.
• Bachelor's degree in computer science, Statistics, and or Marketing preferred.
• Ability to thrive in a fast-paced, dynamic environment.

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.

Please note we are taking a break over the holiday season from the 19^th December 2025 will return on 5^th January 2026. We will work through applications on our return.

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