Practice Lead - Fixed CLM (12m contract)

As the Practice Lead - Fixed CLM (12 Month Contract) you will be responsible for shaping and driving the end-to-end lifecycle strategy and execution across fixed products and critical service communications. Reporting directly to the Group Head of CLM, you will lead the strategy for customer onboarding, service set-up, in-life engagement, service notifications, mandatory and regulatory communications, retention, save activity, and later-life value management across the Home Internet portfolio.

This role will play a key part in improving the effectiveness, clarity and customer experience of communications across broadband and home products, while also ensuring commercial outcomes and customer needs are balanced. You will lead a high-performing team and work cross-functionally with Marketing, Product, Service, Digital, Legal, Regulatory, Data and Technology teams to deliver customer-centric, data-driven communication programs at scale. This role is pivotal in elevating fixed lifecycle marketing and service communications as a strategic growth and experience lever during a period of transformation.

Core Responsibilities

Strategy Leadership

• Develop and lead the overarching customer lifecycle marketing strategy across fixed products, with a strong focus on onboarding, activation, in-life engagement, retention and service communications.
• Own the roadmap for fixed lifecycle journeys including welcome, activation, service set-up, home movers, outage and service notifications, price and plan changes, save activity, and retention programs.
• Provide strategic leadership to a team of 10, fostering a culture of performance, innovation, and collaboration.
• Drive alignment across CLM and marketing teams 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).

Transformation & Journey Optimisation

• Design, monitor and optimise lifecycle journeys and service communications to improve activation, reduce churn, strengthen retention and enhance customer experience.
• Lead the evolution of mandatory, regulatory and operational communications so they are clearer, more effective and better aligned to customer needs and brand standards.
• Identify friction points across fixed journeys and service events, and lead initiatives to simplify experiences and reduce avoidable contact and dissatisfaction.
• Build more personalised and automated communications using CRM, martech and data platforms where appropriate.
• Partner with service, digital and product teams to improve the customer experience across key moments such as onboarding, outages, relocations, faults, plan changes and promotional roll-offs.
• Establish new planning and execution processes as part of the Ignite transformation and broader CLM operating model uplift.

Performance Management & Analytics

• Act as the key CLM lead for fixed portfolio performance, building cross-functional understanding of key risks, opportunities and drivers of base health including churn, retention, activation performance, service experience and customer value.
• Partner with the Data & Analytics Centre of Excellence (CoE) and broader insights teams to develop measurement frameworks, reporting and optimisation approaches for fixed lifecycle and service communications.
• Use data and customer insight to identify opportunities to improve communication effectiveness, customer comprehension, campaign performance and operational outcomes.
• Support the development of test-and-learn plans, control frameworks and new models that improve lifecycle decisioning and marketing effectiveness.
• Partner with Data & Insights teams to develop dashboards and reporting tools for ongoing performance tracking.

Collaboration & Stakeholder Management

• Partner closely with Brand, Digital, Commercial, Product & Data teams to ensure lifecycle initiatives support broader business objectives.
• Collaborate with Technology and Martech teams to ensure platforms and tools support scalable, automated journeys.
• Build organisational understanding of the impact of initiatives like price rises and temporary credits.
• Influence senior leadership and contribute to portfolio decision-making through data-backed insights and strategic proposals.

Team Leadership & Development

• Lead, inspire, and mentor a high-performing team of strategists, analysts, researchers, and insight professionals.
• 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 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

• 10+ years of experience in customer lifecycle or CRM marketing within a fast-paced, multi-brand or telco environment.
• Strong expertise in customer segmentation, journey mapping, retention strategies, and LTV optimization.
• Advanced knowledge of marketing automation platforms (e.g., Salesforce, Adobe, Braze), CDP (eg: Segment) and data tools (e.g., Tableau, Google Analytics).
• Commercially astute with strong analytical and strategic thinking skills.
• Exceptional communication and storytelling skills
• Exceptional leadership, communication, and stakeholder management abilities.
• Bachelor's degree in Marketing, Business, or a related field; MBA preferred.
• Ability to thrive in a fast-paced, dynamic environment.

How we work

Everyone has a role in bringing the Spirit of TPG Telecom to life, but it starts with you. We’ve brought together powerful brands to create one united force. The latest technology and brave thinking let us connect our people and communities. You play a role in that. A big one. We invite you to bring your boldness and stand out. This place is a safe space for your true self to shine. You’re empowered. Opportunities are plenty for those ready to accept the challenge.

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-LO1 #LI-Hybrid IND2