Customer Lifecycle Manager

Aotearoa New Zealand Association of Social Workers; Albert-Eden; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible working

Office in St Lukes

Growth opportunity

Autonomy

Job summary

Rocket Mobile seeks a Customer Lifecycle Manager to build and optimise its CVM program across onboarding, activation, engagement, retention, upgrade and win-back. You’ll surface insights, design practical journeys and lead campaigns across email, SMS, app/web, while working with senior teams to prioritise impactful moments.

The role demands hands-on experience creating lifecycle journeys in lean, fast-moving settings, plus strong AI tooling and experimentation skills to drive faster improvements

Qualifications

• 3-5 years in lifecycle marketing, CRM, retention or related roles.
• Hands-on experience building lifecycle campaigns or journeys.

Responsibilities

• Manage and improve key lifecycle journeys across onboarding, activation, engagement, retention, upgrade and win-back.
• Turn customer insight and data into simple, practical journeys.
• Build and optimise campaigns across email, SMS, app/web and other owned channels.
• Run A/B tests to improve engagement, retention, and campaign performance.
• Identify churn risk and growth opportunities from customer data.
• Improve timing and relevance of communications after activation (first 30-90 days).
• Create simple reporting to show what's working and what to focus next.
• Collaborate with Marketing, Product and Operations to reduce churn.

Skills

Lifecycle marketing

CRM

Retention

Marketing automation

AI tools

A/B testing

Data-driven decisions

Tools

AI tools

Job description

Rocket Mobile is a fast-growing, lean MVNO with a bold ambition to shake up the New Zealand mobile market with better value, smarter digital experiences and zero legacy baggage.

We move fast, keep things simple and look for smarter ways to grow without copying the big telco playbook.

About the role

As Customer Lifecycle Manager, you'll help build Rocket's Customer Value Management capability across onboarding, activation, engagement, retention, churn prevention, upgrade and win-back.

This role starts after acquisition. The Head of Brand and Marketing owns how we attract customers; you'll help make sure the right customers settle in, understand our CVP, stay longer and grow in value over time.

You'll turn customer insight, behavioural data and commercial priorities into simple lifecycle journeys that improve customer value, reduce avoidable churn and grow LTV - with support and direction from Rocket's senior marketing, product and commercial leaders.

You’ll work closely with Marketing, Product, Commercial and Operation teams surfacing insight on customer quality, churn signals and segment performance so Rocket can keep improving the type of customers we attract.

This is a hands-on, build-and-improve role. You’ll design, launch, test and optimise lifecycle activity, working closely with senior leaders to prioritise the moments that matter most - not just sending one-off campaigns.

Key responsibilities

Manage and improve key lifecycle journeys across onboarding, activation, engagement, retention, upgrade and win-back.

Support the development of Rocket's CVM capability by turning customer insight and behavioural data into simple, practical journeys.

Build and optimise campaigns across email, SMS, app/web and other owned channels.

Use AI tools to speed up insight, campaign development, analysis and optimisation, and continuously improve how lifecycle work gets done.

Run A/B tests and experiments to improve engagement, retention, customer value and campaign performance.

Use customer data to identify churn risk, plan mismatch, engagement gaps, payment or usage signals and growth opportunities.

Improve the quality, relevance and timing of customer communications after activation, especially in the first 30-90 days.

Create simple reporting to show what's working, what's not and where to focus next.

Work closely with Marketing, Product and Operations teams to improve the customer experience and reduce avoidable churn.

Surface lifecycle insight to help Rocket attract higher-quality customers who are more likely to stay.

About you

You'll likely have 3-5 years' experience in lifecycle marketing, CRM, retention, customer marketing, marketing automation or a similar role.

You may be ready to step up from a CRM Specialist, Lifecycle Specialist, Customer Marketing Specialist or Marketing Automation Specialist role.

You’ll need to show you have built or materially improved lifecycle campaigns or journeys in a lean, fast-moving environment - ideally in telco, SaaS, B2C subscription, fintech, ecommerce, utilities or another recurring customer business.

Hands-on experience building lifecycle journeys, automated campaigns or customer communications programmes.

Strong practical proficiency with AI tools, including using AI to engineer better workflows, automate repetitive tasks and build smarter ways of working.

Curiosity to test new AI-enabled tools and approaches, with good judgement on where they can improve speed, quality or customer outcomes.

Strong experimentation, A/B testing and optimisation discipline.

Comfort working with customer data, segmentation and customer behaviour signals.

Practical commercial understanding of churn, ARPU, LTV, retention and customer quality.

Strong customer communication and messaging instincts.

Ability to take a clear customer or commercial problem and get a practical campaign or journey live without needing a large team around you.

Comfortable working autonomously with pace, ownership and imperfect data.

A practical challenger mindset and willingness to get stuck in from day one.

What success looks like?

After 12 months, Rocket should have a more consistent and measurable lifecycle engine, not ad hoc customer comms.

You’ll be accountable for reducing churn, growing customer lifetime value (CLTV), and improving customer engagement scores including NPS, CSAT and Brand Affinity.

These will be key measures of success in the role.

• Core onboarding and early-life journeys live and improving.
• Better visibility of early-life churn signals and customer value opportunities.
• Regular lifecycle testing rhythm in place.
• Clearer customer segmentation for retention, engagement and win-back activity.
• Churn prevention and win-back campaigns tested and optimised.
• Lifecycle reporting showing what is working and what to improve next.
• Stronger feedback loop between Lifecycle, Care, Product, Marketing and acquisition.

Why join us?

• Help build a critical new capability for one of NZ's most exciting mobile challengers.
• Make a visible impact on retention, customer value and profitable growth.
• Move fast & work with a nimble, experienced leadership team.
• Flexible working: 3 days in the St Lukes office, 2 days WFH.
• High autonomy and the opportunity to grow the role if you deliver.

Ready to Rocket?

If you're passionate about building customer journeys, reducing churn and helping a challenger brand grow smarter, we'd love to hear from you.

Applicants for this position should have NZ citizenship, residency or a valid work visa.