Senior Marketing Manager Mobile And Mbb Retention

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

This opportunity

The Senior Marketing Manager Mobile and Mobile Broadband (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

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.

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.

Knowledge and 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.

Benefits and perks

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

Our TPG Telecom Spirit

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together. We want you to bring your true self to work, and to feel like your contribution matters. We encourage ambition in everything we do, from telco solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

Bolder and better together! 

Don’t meet every single requirement? Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless.