Consumer Retention, Marketing Manager

About the Team

As Retention Marketing Manager you will be responsible for communications and programs that increase retention and engagement of our customers across email, SMS, push notifications and in-app messaging. In this role, you will own the top level CRM strategy and key metrics for Australia. This person will closely collaborate with our Australian leadership and operating teams to identify business opportunities, and then work quickly to craft and implement CRM programs to move metrics for the market and over-deliver against customer expectations.

About the Role

This is a leadership role, managing and growing a talented team of Retention Marketers.

You will report into the Senior Marketing, Retention Marketing. This is a hybrid role, with 3 days in-office and 2 days remote.

• Lead CRM strategy and execution for Australian customers across email, push, and in-app channels, driving engagement and retention.
• Design and optimise customer journeys including segmentation, triggers, automations, and personalized content to address key pain points and improve experience.
• Develop and execute testing frameworks (A/B and multivariate), leveraging data to measure impact, identify trends, and continuously refine campaigns.
• Partner with product and strategy teams to align CRM initiatives with growth priorities in a rapidly expanding market.
• Report and recommend strategies by defining KPIs, analysing results, and shaping go-forward plans to maximize business impact in Australia.

• 7+ years' experience in retention marketing or customer engagement, with a proven track record of delivering profitable, multi-channel CRM programs.
• Expertise in CRM technologies and data, including ESPs, segmentation tools, complex data structures, and reporting frameworks.
• Strong analytical and strategic skills, able to define KPIs, optimize campaigns, and balance tactical execution with long-term strategy.
• Proven leadership and collaboration abilities, with experience aligning cross-functional teams, managing budgets, and influencing stakeholders.
• Deep knowledge of the Australian market, coupled with a Bachelor's degree