Senior Manager - Service & Retention (12m contract)

The Senior Manager, Service & Retention Lifecycle Marketing leads the strategy for service, retention and customer care communications across fixed and mobile products. You will own the roadmap and optimisation of mandatory, regulatory and CX communications including service setup, outage notifications, billing and payment support, financial hardship, remediation and other high-volume operational journeys. The goal is to turn essential communications into clear, timely and customer-friendly experiences that build trust, reduce avoidable contact and support retention. You will also lead a team of 3, coaching their growth and lifting capability across strategy, delivery and stakeholder management. Working closely with Product, Care, Legal, Compliance, Regulatory, Operations, MarTech and Analytics, you will shape the capability roadmap, strengthen governance and keep communications effective across channels and brands.

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.

• Own the lifecycle strategy for service and retention communications across fixed and mobile portfolios, including onboarding, service activation, outage notifications, billing and payment support, financial hardship, remediation and change communications.
• Lead the design and optimisation of end-to-end communication journeys, ensuring messages are clear, compliant, timely and aligned to customer needs, brand standards and business goals across email, SMS, app, web, push, letter and assisted channels.
• Partner with Legal, Compliance, Regulatory, Care, Operations and Product teams to translate complex policy, product and regulatory requirements into simple, customer-friendly communications and decisioning logic, with strong controls and auditability.
• Set and prioritise the service communications roadmap, including journey redesign, content governance, trigger strategy, segmentation, personalisation, channel mix and orchestration improvements that reduce friction and improve retention.
• Define success measures for service and retention communications, including customer, operational and commercial metrics such as contact deflection, digital adoption, complaint reduction, payment outcomes, save rates, churn reduction and journey completion.
• Lead test-and-learn activity where appropriate across message framing, timing, channel, sequencing and treatment design, and use insights to continuously improve customer experience, compliance outcomes and business performance.
• Lead and develop a team of 3, building capability in lifecycle strategy, journey thinking, execution excellence and stakeholder management, while creating a strong, energetic team culture. Work with MarTech and delivery teams to ensure Pega and supporting platforms enable compliant, scalable and personalised service journeys.

Knowledge & Experience

• 6+ years’ experience in lifecycle marketing, CRM, customer communications or customer value management within telecommunications, financial services, utilities or other complex regulated consumer environments.
• Strong experience developing lifecycle and service communication strategies across mandatory, operational and retention journeys, with a track record of improving customer experience while balancing risk, compliance and commercial outcomes.
• Proven experience leading complex cross-functional stakeholder groups including Product, Customer Care, Operations, Legal, Compliance, Regulatory, Digital and Technology, with the credibility to influence senior leaders.
• Strong capability in journey design, communication strategy and content optimisation across multiple channels, with experience turning complex issues into simple, action-oriented customer communications.
• Experience establishing governance, approval processes and operating models for regulated customer communications, including quality assurance, controls, change management and audit readiness.
• Commercially minded and analytically strong, with experience defining success metrics, reading customer and operational data, and turning insights into prioritised initiatives that improve retention and reduce failure demand.
• Strong understanding of multichannel communications, personalisation and orchestration, including segmentation, triggers and channel decisioning to deliver the right communication at the right time.
• Experience leading and developing people, with a genuine focus on coaching, feedback, capability uplift and creating a high-performing team environment. Strategic, organised and pragmatic, with strong attention to detail and sound judgement across customer, regulatory and operational trade-offs.

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 .

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