Hybrid Flexibility - 3 days from office, 2 days from home
Location: Parramatta
Work Type: Full-Time, Leadership, Strategy
- ASAP Start
About the Client
Our client is a leading specialist lender dedicated to the mission of helping people succeed. Renowned for a Can-Do culture, they pride themselves on being balanced, real, and innovative in the financial services space. With a strong reputation for treating customers fairly and meeting high professional standards, they offer a dynamic environment where strategic thinking and customer advocacy are at the heart of everything they do.
The Role
As the Customer Retention Strategy Manager, you will be the architect of the end-to-end retention framework. Reporting directly to the Head of, this is a high-impact leadership role where you will design and embed strategies to strengthen loyalty and reduce attrition across a diverse portfolio.
Key Responsibilities:
Strategy Design (40%): Own the design, execution, and optimization of the retention strategy, using data insights to identify and mitigate attrition drivers.
Loyalty Initiatives (25%): Lead campaigns to enhance lifetime value and collaborate with Marketing and Sales on competitive retention offers.
Team Leadership (15%): Manage and mentor a high-performing team of 3–5 direct reports, fostering a culture of accountability.
Reporting & Risk (20%): Maintain retention dashboards, present actionable insights to the Executive Team, and ensure strict compliance with privacy and consumer credit legislation.
What You’ll Bring
To be successful in this role, you will need a blend of strategic vision and hands-on leadership experience within the lending or financial services sector.
Essential Experience:
5+ years in customer retention, loyalty programs, or strategic customer lifecycle management.
Lending Industry Expertise: Strong knowledge of financial services and regulated environments.
Strategy & Execution: Proven ability to build a retention strategy from the ground up and drive measurable outcomes.
People Leadership: Experience managing and developing a small, dedicated team.
Stakeholder Management: Advanced skills in influencing and negotiating with internal teams and external partners (including third-party lenders or white-label partners).
Analytical Rigor: Proficiency in data analysis, CRM systems, and campaign management tools to drive evidence-based decisions.
Why Join?
Lead a Pillar: This is not just a management role; the retention function is a strategic pillar within the business.
Influence Change: You will have the authority to develop and pitch business cases for new initiatives and team growth.
Collaborative Culture: Work closely with Ops Leadership, Marketing, and Finance in a supportive, professional environment.
Professional Growth: Opportunity to drive innovation in a fast-paced, adaptive environment that values continuous improvement.
Sounds like You?
Apply NOW or send your updated CV to lavender.pham@randstad.com.au
At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.
