Job Description

As the Practice Lead, Mobile CLM you will be responsible for shaping and driving the end-to-end customer lifecycle strategies across a diverse portfolio of brands and products, including prepaid and postpaid. Reporting directly to the Head of CLM, you will be responsible for maximizing customer value, engagement, retention, and lifetime revenue across various customer segments. You will lead a high-performing team of 15 and collaborate cross-functionally with Marketing, Product, Sales, Digital, Data, and Technology teams to deliver impactful, data-driven programs at scale. This role is pivotal in ensuring the organisation remains deeply customer-centric, commercially sharp, and ahead of market trends.

Core Responsibilities

Strategy Leadership

• Develop and lead the overarching customer lifecycle marketing strategy across mobile including the movements between the prepaid and postpaid portfolio for customers.
• Own the roadmap for mobile onboarding, engagement, retention, upgrades, cross-sell, and win-back campaigns.
• Provide strategic leadership to a team of 15, fostering a culture of performance, innovation, and collaboration.
• Drive alignment across CLM and marketing teams to deliver cohesive customer journeys and experiences.
• Support the Group Head of CLM with strategic planning, executive presentations, and cross-functional alignment.
• Work alongside the customer transformation team in their design and implementation of best in class CDP and martech capabilities (being delivered in 2026).

Transformation & Journey Optimisation

• Build, monitor and optimise product cross sell strategies to drive in-brand and multi-brand convergence
• Work with finance to define new ways of managing upgrade BTL budgets to optimise for CLV and extended tenure.
• Design personalised and automated lifecycle journeys leveraging CRM, martech, and data platforms.
• Identify friction points and lead initiatives to improve customer experience and reduce churn.
• Establish new planning and execution process as part of the change management plan for the Ignite transformation

Performance Management & Analytics

• Act as the point person for Mobile trading, working cross-functionally to build an understanding of key threats, opportunities and drivers of mobile base performance (i.e. churn, upgrades, CLV).
• Partner with the Data & Analytics Centre of Excellence (CoE) advanced analytics team to build new propensity models, apply universal control groups and continuously optimize marketing effectiveness.
• Partner with Data & Insights teams to develop dashboards and reporting tools for real-time performance tracking.

Collaboration & Stakeholder Management

• Partner closely with Brand, Digital, Commercial, Product & Data teams to ensure lifecycle initiatives support broader business objectives.
• Collaborate with Technology and Martech teams to ensure platforms and tools support scalable, automated journeys.
• Build organisational understanding of the impact of initiatives like price rises and .
• Influence senior leadership and contribute to portfolio decision-making through data-backed insights and strategic proposals.

Team Leadership & Development

• Lead, inspire, and mentor a high-performing team of strategists, analysts, researchers, and insight professionals.
• Foster a culture of curiosity, innovation, collaboration, and continuous learning.
• Set clear goals, manage performance, and support career development within the team

Other Responsibilities

• You must ensure and your team are familiar with policies and procedures, as well as completing any associated training, as communicated, or made available on the intranet and our learning systems.
• We are all responsible for taking reasonable care of our own safety and wellbeing at work, and to avoid adversely affecting the safety and wellbeing of another person at work.

Knowledge & Experience

• · 10+ years of experience in customer lifecycle or CRM marketing within a fast-paced, multi-brand or telco environment.
• Strong expertise in customer segmentation, journey mapping, retention strategies, and LTV optimization.
• Advanced knowledge of marketing automation platforms (e.g., Salesforce, Adobe, Braze), CDP (eg: Segment) and data tools (e.g., Tableau, Google Analytics).
• Commercially astute with strong analytical and strategic thinking skills.
• Exceptional communication and storytelling skills
• Exceptional leadership, communication, and stakeholder management abilities.
• Bachelor's degree in Marketing, Business, or a related field; MBA preferred.
• Ability to thrive in a fast-paced, dynamic environment.

How we work

Everyone has a role in bringing the Spirit of TPG Telecom to life, but it starts with you. We’ve brought together powerful brands to create one united force. The latest technology and brave

thinking let us connect our people and communities. You play a role in that. A big one. We invite you to bring your boldness and stand out. This place is a safe space for your true self to shine. You’re empowered. Opportunities are plenty for those ready to accept the challenge.

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