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Credit Card Portfolio Proactive Retention Marketing Manager - Fixed Term Contract

Job Req ID 21268074 Primary Location Sydney, Australia Job Category Product Management and Development
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The Credit Card Portfolio Management team is responsible for customer engagement and retention across all Citi credit card portfolios in Australia. The team is tasked with launching numerous marketing and engagement activities to support this goal. This Product Perf Mgmt. Sr. Analyst role within the Portfolio management is focused on supporting proactive customer retention activities across all portfolios. We are looking for customer focused, analytical and driven individuals to spearhead our efforts in this space.


  • Develop marketing strategies and campaigns to identify and proactively retain customers at risk of attrition.

  • Collaborate with Decision Management, Product Management and Credit Risk to ensure that strategies and campaigns achieve targets relating to card performance including EBIT, ANR, spend, line assignment, utilization, NCL and revolve rate.

  • Develop customer communication strategies and assets to help improve the performance of the strategies being developed.

  • Work closely with external stakeholders such as mail houses and creative agencies (onshore and offshore) to develop, brief and execute marketing campaigns.

  • Manage the end to end set up and execution of proactive retention campaigns across multiple channels (online, digital, eDM and Inbound/Outbound Telemarketing) for Citi and Partner portfolios (Virgin Money, Coles, Suncorp, BOQ, Card Services, Qantas, Kogan and PayPal).

  • Successfully manage external relations including Advertising Agency, Mail House and internal relations including Product Management, Decision Management, Risk, Credit Ops, CitiPhone, Telesales, Customer Experience, Digital, Technology and Core Ops to ensure efficient management of proactive retention and account closure process.

  • Work with the Partnerships team to ensure the objectives of Citibank and Partnerships are aligned and met.

  • Work with Decision Management to develop campaign level reporting and ensure the delivery of post campaign reviews and monthly results tracking for each campaign across channels and circulation of results to relevant stakeholders.

  • Conduct research to improve the account retention rate and translate those findings into actionable insights.

  • Be aware of and confirm to all the regulatory requirements that govern marketing of financial offers.


  • 3-5 Years Portfolio or Product management experience preferably in the finance industry

  • Strong analytical and numerical skills

  • Strong Project Management & Time management skills

  • Strong skills in Excel and PowerPoint

  • Digital channel marketing experience a plus

  • Strong interpersonal skills


  • Bachelor’s/University degree or equivalent experience


Job Family Group:

Product Management and Development


Job Family:

Product Performance Management


Time Type:


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