Customer Lifecycle Manager

Great Southern Bank; City of Brisbane; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Study leave

Wellbeing coaching

Hybrid/remote work options

Product discounts

Job summary

Great Southern Bank in Brisbane is seeking a Customer Lifecycle Manager to develop and deliver lifecycle growth strategies across onboarding, activation, engagement, retention, and product adoption.

You will design personalised journeys across channels, use data to identify opportunities, run A/B experiments, and partner with Marketing Automation, Data, Analytics, Product, and Digital teams to drive measurable customer outcomes.

Qualifications

• 5–8+ years' experience in customer lifecycle marketing or growth marketing.
• Proven ability to develop and own lifecycle strategies with measurable outcomes.
• Strong ability to design customer journeys across onboarding to cross-sell.
• Experience using customer data, segmentation, targeting and personalisation.
• Excellent experimentation and optimisation capability including A/B testing.
• Experience with marketing automation platforms such as Braze, SFMC or Adobe Campaign.

Responsibilities

• Develop lifecycle strategies across onboarding, activation, engagement, retention, cross-sell and advocacy.
• Design and optimise personalised journeys across email, push, SMS, in-app, and direct channels.
• Use data to identify growth opportunities and create targeted lifecycle programs.
• Own lifecycle performance and drive improvements in engagement, retention and lifetime value.
• Lead segmentation, triggers and personalisation to create relevant experiences.
• Lead A/B and multivariate experiments to improve outcomes.
• Partner with Marketing Automation, Data, Analytics, Product, and Digital teams to scale programs.

Skills

Lifecycle marketing

CRM

Retention marketing

Growth marketing

Customer journeys design

A/B testing

Marketing automation

Education

Tertiary qualification in Business/Marketing or related discipline

Tools

Braze

Salesforce Marketing Cloud

Adobe Campaign

Job description

As our highly valued Customer Lifecycle Manager based in Brisbane, your role will develop and deliver lifecycle growth strategies that drive customer activation, engagement, retention, advocacy and product adoption across key customer and product portfolios.

Supporting our purpose of helping every Australian own their own home.

You’ll make an impact by:

• Developing lifecycle strategies across onboarding, activation, engagement, retention, cross-sell, advocacy and win-back


• Designing and optimising personalised customer journeys across email, push, SMS, in-app, direct mail, phone and emerging channels


• Using customer, behavioural and product data to identify growth opportunities and develop targeted lifecycle programs


• Owning lifecycle performance and driving improvements in customer engagement, retention, product penetration and lifetime value


• Developing segmentation, trigger logic, contact strategies and personalisation approaches that create more relevant customer experiences


• Leading A/B and multivariate experimentation to continually improve customer and commercial outcomes


• Partnering with Marketing Automation, Data and Analytics teams to translate lifecycle strategies into scalable, measurable programs


• Working across Product, Digital, Technology, Operations and Customer Experience to prioritise and deliver customer-led growth opportunities


• Providing performance insights and recommendations that influence customer strategy and investment decisions

Do things differently with us

This is an opportunity to shape how we build deeper, more valuable relationships with our customers throughout their banking journey. You'll own lifecycle strategies that turn customer and commercial insights into connected experiences, from helping new customers get started through to increasing engagement, strengthening retention and identifying the next relevant product or service.

Data and experimentation will be central to how you work. You'll use behavioural and transactional insights to understand what customers need, design personalised journeys and continually test what works. You'll have genuine ownership of the outcomes, including activation, engagement, retention, cross-sell, customer lifetime value and lifecycle program ROI.

Working across Marketing, Product, Digital, Data and Technology, you'll influence how customer-led growth opportunities are prioritised and brought to life.

If you're passionate about lifecycle marketing, comfortable balancing customer and commercial outcomes and enjoy using data and experimentation to drive measurable growth, you'll thrive here.

To succeed in this role, you will have:

• 5–8+ years' experience in customer lifecycle marketing, CRM, retention marketing or growth marketing


• Demonstrated experience developing and owning lifecycle strategies and programs that deliver measurable commercial outcomes


• Strong experience designing customer journeys across multiple lifecycle stages, including onboarding, activation, engagement, retention and cross-sell


• Experience using customer data, segmentation, behavioural targeting and personalisation to improve marketing performance


• Strong experimentation and optimisation capability, including A/B and multivariate testing


• Experience with marketing automation platforms such as Braze, Salesforce Marketing Cloud, Adobe Campaign or similar


• Strong commercial acumen and the ability to translate business objectives into customer growth opportunities


• Experience influencing and working across Product, Digital, Data, Technology, Customer Experience and Marketing teams


• Experience within a complex or regulated industry, with banking, financial services, insurance, telecommunications or utilities experience highly regarded


• A tertiary qualification in Business, Marketing or a related discipline

Why Great Southern Bank?

Whatever your role with us, you’ll be part of a force for good. We’re owned by our customers right here in Australia, so our success benefits everyday people and families. Working at Great Southern Bank, you’ll also enjoy a range of fantastic benefits, some examples include:

• Helping you unlock a brighter future by investing in your development and wellbeing, offering you study leave, a day for you and professional wellbeing coaching.


• Benefits that support you and your wellbeing so that you can thrive at work and at home, today and tomorrow. Enjoy access to our wellbeing centre and the flexibility to work from home two days a week.


• Helping you to achieve your financial goals and positively impact your family and community. We offer discounts on a wide range of Great Southern Bank products and services such as savings and transaction accounts, insurance, home loans and more!

Imagine working for a bank that truly helps people. You can.

At Great Southern Bank, we’re building a workplace where everyone belongs. We value diverse backgrounds, cultures, abilities and experiences - including Aboriginal and Torres Strait Islander peoples, veterans, people with disability, and the LGBTQ+ community - because it makes us stronger for our people, customers and communities. Through flexible working, collaboration and fair, inclusive decision-making, we empower our people to do their best every day.

We move with purpose, are curious about what’s next, remain focused on what matters most, and are always ready to find smarter ways to help our customers and communities thrive. Our people bring energy and initiative to a fast-changing environment, making thoughtful decisions that balance doing good for our customers with driving sustainable success for our business. If you enjoy working in a place where priorities evolve, ideas are valued, and every action contributes to something bigger, you’ll feel right at home here at Great Southern Bank.