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Career Opportunity

Manager – Proactive Retention

Locations: Sydney, New South Wales Job Function: Marketing Employee Status: Regular Job ID: 19115973

The core focus of the Manager – Pro-active Retention is to support and execute all initiatives and processes designed to reduce customer attrition and drive ongoing engagement across all credit card portfolios.

Portfolio Management – Pro-active Retention

  • Own the end to end campaign management process from development, execution and fulfillment for all strategic retention campaigns.
  • Work as a partner with your stakeholders to create engaging and effective campaigns with a key focus on continuous testing & optimization to deliver ongoing improvements in engagement and attrition metrics.
  • Collaboration with internal (product, DM etc.) and external (partners, agencies etc.) stakeholders to ensure timely and effective delivery of all elements of your campaigns.
  • Assist with profitability assessments on offers by portfolio to forecast return on investment before commencing marketing campaigns.
  • Work with decision management to execute ongoing campaigns and any strategic initiatives relating to retention.
  • Collaborate with other members of Usage & Retention to drive consistency in messaging communicated across the customer life cycle .
  • Analyse attrition data and contribute ideas (short and long term) to refine campaign segmentation and/or creative to deliver stronger performance based on data driven decision making.
  • Manage the retention marketing budget and meet all reporting deadlines.
  • Help manage the monthly accrual process, review budget vs. actual, manage monthly variances and ensure ongoing optimisation of budget allocations
  • Prepare briefs detailing retention initiatives including marketing strategy, target audience, creative execution, timing, offer, test objectives, projected profits and breakeven, etc.
  • Manage all end to end retention processes, including fulfillment, and conduct regular reviews to identify opportunities for optimisation/simplification.
  • Prepare presentations to share campaign results with internal and external stakeholders.

Diversity Summary

When you work at Citi, you will be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and use the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi Australia is an Employer of Choice for Women and supports a flexible work environment.

Personal information (as defined in the Privacy Act 1988) will be handled in accordance with our Privacy Policy. Please see www.citi.com.au/privacy

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