Communications Manager (Fixed Retention & Home Movers)

The Communications Manager, Fixed Retention & Home Movers leads the communications strategy and performance for some of the most important fixed-customer moments, helping customers stay connected, informed and confident through change. You will own the communications approach across retention and home mover journeys, shaping clear, timely and commercially effective experiences across channels. Working closely with Lifecycle, Product, Care, Digital, Creative, MarTech and Analytics, you will improve communication quality, drive test-and-learn performance and lift customer and business outcomes across fixed products.

Responsibilities

We move fast, which creates exciting opportunities for our customers and our people. Adaptability, resilience and a bias for action matter here, and this role will continue to evolve as the business and customer needs change.

• Own the communications strategy for fixed retention and home mover journeys, ensuring communications are clear, timely, relevant and aligned to customer needs, operational realities and commercial goals.
• Lead the design and optimisation of end-to-end communications across email, SMS, app, web, push and assisted channels, creating connected experiences that help customers take the right action at the right time.
• Develop and manage the communications roadmap for retention and home mover initiatives, identifying the biggest moments of friction, confusion and churn risk, then translating them into high-impact communication improvements.
• Partner closely with Lifecycle, Product, Care, Digital, Operations, Commercial, Legal, Compliance, Media, Creative, MarTech and Analytics teams to align priorities, strengthen execution and deliver practical, customer-led outcomes.
• Drive communication performance through strong briefing, journey design, test-
• and-learn planning, content optimisation and channel orchestration, with a focus on improving save outcomes, mover experience and digital engagement.
• Define success measures for communication performance including retention impact, mover completion, contact reduction, engagement, conversion, complaint reduction, test learnings and customer experience outcomes.
• Work with Analytics and the Data COE to use insight, segmentation and decisioning to improve message targeting, prioritisation and effectiveness across fixed retention and home mover journeys.
• Lead and support marketing specialists and agency partners where relevant, while lifting team capability through strong documentation, clear processes, high standards and a collaborative, energetic working style.

Knowledge & Experience

• 6+ years’ experience in CRM, lifecycle marketing, customer communications or retention, ideally within telecommunications, subscription businesses or other complex consumer environments.
• Strong experience developing multichannel communications strategies and journey plans, with a track record of improving customer experience, communication performance and commercial outcomes.
• Proven ability to lead communication development end to end, from strategy and briefing through to execution, optimisation and performance review, with strong attention to detail and delivery discipline.
• Strong stakeholder leadership across Marketing, Product, Customer Care, Digital, Operations, Creative, Media, Analytics and Technology, with the credibility to influence priorities and bring teams together.
• Hands-on experience designing and optimising customer communications using segmentation, triggers, testing, personalisation and journey orchestration to deliver the right message at the right moment.
• Commercially and analytically strong, with experience defining communication KPIs, interpreting performance data and turning insights into prioritised actions that improve retention, reduce friction and lift value.
• Strong understanding of fixed customer journeys, particularly retention and home movers, with the judgement to balance customer, operational, brand and commercial considerations.
• Organised, proactive and adaptable, with clear communication, strong writing instincts and a practical, energetic approach to getting things done in a fast-moving environment.

Benefits

• 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 

 #LI-Hybrid #LI-LO1 #IND2