Job Description

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

The Lifecycle Marketing Manager – Service & Engagement is responsible for the strategy and end-to-end delivery of high quality, data driven marketing campaigns to our loyal customer base. Your goal is to keep customers feeling valued, communicate critical changes to their services and help them seamlessly navigate the TPG telecom world. You’ll also work on our latest loyalty and music partnership opportunities with Live Nation.

You’ll work closely with experienced teammates in marketing, product, analytics, and customer care. Day-to-day, you’ll oversee the set up and sends of campaigns, check they’re correct, learn what works, and share results.

This is a hands-on, learn-by-doing role where attention to detail, empathy for customers, and a positive “let’s fix it” mindset matter most. The focus is hands on delivery: planning and strategy, overseeing campaign briefs, optimising journeys, monitoring performance, and ensuring flawless execution across all outbound and inbound marketing channels.

Key Responsibilities

CRM Strategy

• Own the strategy for customer lifecycle journey and the engagement plan for customers across the business.
• Build and optimise a suite of strategic always on retention campaigns, including always-on engagement and churn prevention campaigns to improve customer tenure
• Consistently review campaign results and identify opportunities for campaign optimisation
• Use data analysis to identify key customer base trends and insights to drive decision making in the development of customer lifecycle strategies

Value & Retention Performance management

• Gain deep understanding of the fixed internet base, including customer base movements during the lifecycle, and identify cohorts of customers who are more likely to disconnect or purchase additional services
• Design treatments and offers to meet commercial outcomes while delivering great customer
• Maintain and improve targeting logic within marketing automation platforms and decisioning systems.
• Own structured A/B and multivariate tests across creative, channel, message, and offer combinations.
• Support with the development of business cases to seek commercial approval of below the line offers required to meet customer expectations and achieve commercial targets.

Campaign Delivery & Marketing Automation:

• Design and execute targeted Adhoc CRM campaigns, which are aligned with broader Marketing and Product campaigns. Collaborate with marketing and product teams to ensure CRM strategy is aligned with the overall Marketing Strategy and Product Roadmap.
• Lead the build, configuration and deployment of CLM campaigns across outbound (Email, SMS, Push), inbound (Pega), and digital channels.
• Own the campaign briefing process and its translation into actionable workflows, segmentation logic, offer sets, and creative requirements.
• Monitor and analyse campaign performance, providing post-campaign insights and recommendations on CRM performance and business KPIs.
• Stakeholder communications, providing regular updates and providing reports of campaign performance to the SLT

Essential Knowledge & Experience

• Experience in data-driven marketing and customer lifecycle management
• Demonstrated curiosity, critical thinking, and a continuous learning mindset
• Strong communication, influencing, presentation, and interpersonal skills
• Effective problem-solving abilities, with the capability to translate ideas into practical outcomes
• Ability to simplify complex tasks and concepts
• Proven ability to work independently at pace while collaborating effectively within a team
• Track record of delivering commercial outcomes from ideation through to execution, including business case development
• Experience leading and delivering personalised and customised marketing initiatives
• Strong sense of ownership and accountability, with a focus on delivering outcomes
• Well-developed analytical and strategic thinking skills
• Advanced experience using data to support marketing automation platforms such as Braze, Salesforce, Adobe Marketing Cloud, Marketo, or Pega
• Strong project management skills with the ability to collaborate across functions
• Experience working in Agile environments, with familiarity in tools such as Jira and Confluence (desirable)
• Bachelor’s degree in Business Administration, Marketing, or a related field

IND2 #LI-LO1 #LI_Hybrid