As Customer Lifecycle Manager, you are responsible for developing and delivering lifecycle growth strategies that drive customer activation, engagement, retention, advocacy and product adoption across assigned customer and product portfolios.
You will own lifecycle performance outcomes, translating commercial objectives into customer journey strategies, always-on programs and triggered communications that create measurable customer and business value.
Working across Product, Digital, Data, Technology, Customer Experience and Marketing teams, you will identify growth opportunities, design customer journeys, develop lifecycle programs and lead experimentation initiatives that improve customer lifetime value, deepen relationships and accelerate sustainable growth.
You will act as the lifecycle subject matter expert within your portfolio, ensuring customer communications are timely, relevant, personalised and commercially effective across all owned channels.
Plus, you have the chance to be part of something different in this growing organisation.
We are a bit smaller than the majors and we do things a little differently. Importantly, we want to see you grow your career and help you be at your best. Our customers want to escape being treated as a number, and so do you. So, set your sights high, make a difference and drive your own development with our team. We want you to be a part of our story.
Your reporting lines
This role reports into the Senior Manager, Customer Lifecyle Marketing
Your responsibilities
Lifecycle Strategy & Planning
Define lifecycle strategies across onboarding, activation, engagement, retention, cross-sell, advocacy and win-back stages.
Identify growth opportunities using customer, behavioural, product and channel performance data.
Translate commercial objectives into lifecycle programs and measurable outcomes.
Develop lifecycle roadmaps and prioritise initiatives based on customer and business impact.
Customer Journey Design & Optimisation
Design and continuously improve customer journeys across email, push, SMS, in-app, direct mail, phone and emerging channels.
Define customer segmentation frameworks, trigger logic, contact strategies and personalisation approaches.
Partner with Brand, Content and Product teams to develop compelling customer propositions and messaging.
Ensure lifecycle programs deliver consistent and connected customer experiences across channels.
Commercial Performance Ownership
Own lifecycle performance against agreed commercial and customer metrics.
Monitor program effectiveness and proactively identify optimisation opportunities.
Drive improvements in activation, engagement, retention, product penetration and customer lifetime value.
Deliver regular performance reporting, insights and recommendations to stakeholders.
Experimentation & Test and Learn
Develop and own lifecycle experimentation roadmaps.
Design and evaluate A/B and multivariate tests across audiences, messaging, channels, offers and timing.
Apply insights and learnings to continuously improve customer outcomes and commercial performance.
Foster a culture of experimentation and evidence-based decision making.
Cross Functional Leadership
Partner with Marketing Automation Specialists to define build requirements and deployment priorities.
Collaborate with Data and Analytics teams to define required events, attributes, triggers and audience frameworks.
Work closely with Product, Digital, Technology, Operations and Customer Experience teams to align lifecycle initiatives with broader growth objectives.
Influence stakeholders to prioritise customer-led growth opportunities.
Personal Leadership
Contribute to a culture of accountability, continuous improvement and customer obsession.
Demonstrate Great Southern Bank's values and cultural attributes in all interactions and decisions.
Support capability uplift across lifecycle marketing and customer growth disciplines.
Key Measures of Success
Customer activation and onboarding conversion
Customer engagement and product usage growth
Retention and attrition performance
Product penetration and cross-sell growth
Customer lifetime value uplift
Test velocity and experimentation impact
Lifecycle program ROI
Contribution to portfolio revenue and customer growth
Stakeholder satisfaction and delivery effectiveness
Your experience
Essential
5-8+ years' experience in customer lifecycle marketing, CRM, retention marketing or growth marketing.
Demonstrated ownership of lifecycle programs delivering measurable commercial outcomes.
Experience developing lifecycle strategies and customer journeys across multiple lifecycle stages.
Proven experience working with customer data, segmentation and behavioural targeting.
Experience operating within complex or regulated industries.
Desirable
Banking, financial services, insurance, telecommunications or utilities experience.
Experience working with marketing automation platforms such as Braze, Salesforce Marketing Cloud, Adobe Campaign or similar.
Experience leading experimental and optimisation programs.
Job details are sourced from the employer's original posting.
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