Communications Manager - Mobile Onboarding & Early Life

The Lifecycle Marketing Manager – Mobile Onboarding & Early Life is responsible for the campaigns, initiatives & offers designed to address early life churn in the mobile portfolio. Your goal is to keep customers feeling valued, reduce the chance they leave, and make it easy for them to get the best from their services. Whether that’s how to interpret their first bill, optimise their plan based on data usage or access support during times of hardship.

You’ll work closely with experienced teammates in marketing, product, analytics, and customer care. Day‑to‑day, you’ll set the direction around journey development and prioritse investment across your portfolio, develop testing and optimization roadmaps and partner with commercial teams on offer strategies. This is a strategic, commercially driven, marketing role where vision, actions, empathy for customers, and a positive “let’s test it” mindset matter most.

The focus is strategic delivery: developing journey strategies, defining new segments, working cross functionally on tech and people solutions, optimising performance, and managing outbound and inbound marketing channels.

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.
• Adhere to TPG Telecom Limited policies and procedures as introduced and varied from time to time.

Knowledge & Experience

• 8+ 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.

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