Senior Marketing Manager - Postpaid Retention

The Senior Marketing Manager Mobile and MBB Retention is a pivotal role in the Lifecycle Management team responsible for developing and executing data driven strategies to retain the customer base and revenue of the Vodafone Mobile and MBB products. This includes identifying at-risk customers, implementing proactive targeted retention campaigns, deploying save offers in channel, and device and manage a reactive retention toolkit for the saves desk. This function is accountable for reducing churn across the customer lifecycle, protecting revenue and growing customer lifetime value.

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 and implement proactive and reactive retention strategies and campaigns for the Mobile and MBB consumer base.
• Daily monitoring of Mobile and MBB churn, track market conditions and recognise patterns that can influence disconnections; device and implement solutions for assisted channels including the saves desk to increase retention rates.
• Use data analysis and segmentation techniques to identify trends and to understand customer behaviour and identify key drivers of churn.
• Monitor and report on retention metrics and health of the customer base to evaluate the effectiveness of retention strategies. Use data visualization tools to present insights and recommendations to key stakeholders.
• Lead a team of six direct reports.
• Cross-functional collaboration with the next best action, product, finance, channels and the save desk to prioritise the approval, arbitration and presentation of retention offers to customers at risk.
• Collaborate with the data science team to develop and implement propensity models to predict customer churn and target high-value customers with retention campaigns.
• Monitor and evaluate the performance of the propensity models and request adjustments as needed to improve their effectiveness.
• Identify data driven opportunities to conduct experiments that can result in profitable commercial outcomes ensuring the initiatives can be scalable in the short term.
• Collaborate with the CLM cross functional team to ensure excellence in campaign execution testing, reporting and ongoing optimisation.
• Keep up to date with industry trends and best practices in data analytics, personalisation, customer experience and retention.
• Adhere to TPG Telecom Limited policies and procedures as introduced and varied from time to time.

Knowledge & Experience

• Strong background in data-driven marketing with demonstrated record of extracting meaningful data and using insights to support decisions to improve customer retention.
• Experience working in customer marketing, customer value management or planning within consulting firms or telecommunications, financial services, or retail industry.
• Experience working with propensity models and data science in a marketing or customer retention role.
• Strong data analysis, data visualization and presentation skills to effectively communicate insights and recommendations to key stakeholders.
• Strong commercial acumen with proven track record of end-to-end campaign management delivering incremental retention and positive commercial results.
• Excellent communication & stakeholder management skills.
• Strategic thinker with excellent problem-solving and planning skills.
• Innovative and keen to think out of the box in a pragmatic and systematic approach.
• Digital savvy with the ability to prioritise digital first campaigns, monitor performance and optimise conversion rates.
• Experience working with the Agile, Jira and Confluence will be a plus.

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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