Job Description

Is this your next role?

Step into a key role shaping how Heartland looks after its customers over the long term.

You’ll collaborate across product, marketing, digital, data, credit, and operations to refine journeys, test new ideas, and embed changes that lift retention and reduce friction for customers.   As Heartland continues to digitalise and transform, this role will keep changing too – you’ll be expected to learn, adapt, and help shape what “great” looks like in the future, not just today.

Does this sound like you?

The Customer Retention Manager position is ideal for someone who is comfortable wearing many hats and growing alongside a business that is continually evolving.

• You’ll need to demonstrate prior experience in designing and running retention or loyalty programmes and win back campaigns.

• You have deep domain expertise in CRM programmes and customer support tools to build journeys and triggers.  

• You’ll move between strategy, hands-on operational execution and automation work, analytics, process improvement, and coaching a small team, often in the same week.

• You are comfortable with data with the ability to extract actionable insights. Experienced with A/B testing and tracking impact on churn and LTV.

If you enjoy variety, like being close to the detail as well as the bigger picture and want to grow with a business that’s committed to doing things better for customers, we’d love to hear from you.

A bit about us and what we do
Heartland is an NZX/ASX-listed financial services group with big growth plans. Heartland Group owns both Heartland Bank in New Zealand and Heartland Bank in Australia. We provide award-winning savings and finance products to a diverse range of customers including business owners, farmers and retirees. Heartland's strategy is to digitalise everything we do, enabling us to provide customers with what they need in a scalable way. We can then pass those benefits onto our customers through faster service and better rates.

Can you see yourself here?
We're innovative and always evolving. We work together as one team and have big ambition. We're committed to creating a culture of inclusivity that celebrates our diverse backgrounds and supports the wellbeing of our people. We offer real opportunities for learning and career development. You can also drive change through our internal groups (including Manawa Whenua - our Māori group, the Rainbow Committee, Diversity & Inclusion Committee and our Green Team).

Some of our perks include employee banking benefits, an excellent insurance package, flexible working options, sports teams (touch, netball and football), and Friday night pizzas and drinks!

Diversity & Inclusion
At Heartland, we're proud to celebrate the many characteristics that make each of us different. We embrace diversity in all its forms and believe in creating an environment that helps us better understand and serve our customers. As a Living Wage Employer, a Hearing Accredited Workplace, and a Rainbow Tick certified organisation, we're committed to doing right by our people.

Keen to learn more?
For an insight into life at Heartland, check out our Instagram @heartlandbanknz or follow us on LinkedIn www.linkedin.com/company/heartland-bank-nz.