Customer Lifecycle Manager

Why Optus?

We are a business fuelled by optimism, unwavering customer focus and a team of amazing people.

And that’s where we come in…. “the amazing people” part!

We don’t sit back and wait for the future to happen, we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit.

The Customer Lifecycle Manager is responsible for developing and driving initiatives that leverage insights to identify and capitalize on opportunities within our prospect and customer base.

Your day to day will consist of...

• Design and develop comprehensive frameworks, including associated metrics and Key Performance Indicators, aligned with strategic goals.
• Utilise CRM data to derive insights into the customer journey, finding opportunities to increase customer value. Implement strategies to drive customer engagement, acquisition, retention, and growth in the Mid Market and Enterprise segments.
• Work with the Data and Analytics team to analyse customer behaviour data to define growth strategies and tactics, focusing on retention and churn patterns.
• Develop and implement cross-sell and up-sell strategies to maximize revenue opportunities from existing customers. Collaborate closely with sales and product teams to identify opportunities for expanding product adoption and increasing average revenue per customer.
• Establish governance rules, including recency rules, to govern customer interactions and communications. Define guidelines for maintaining data accuracy, ensuring that customer engagement activities are timely and relevant based on recency of interactions.
• Identify and define new process improvement opportunities. Lead initiatives to streamline operations, enhance efficiency, and improve customer experience across all touch-points.

What makes you perfect for the role?

• Bachelor’s degree or equivalent experience in Marketing, Business Administration, Economics, or related field
• Proven experience in customer lifecycle management, CRM marketing, or related roles in B2B segment.
• Proven track record in developing and implementing successful customer engagement and retention strategies.
• Demonstrated success in implementing CRM projects and optimizing customer journey experiences.

Optus is a place where we let you do you. We offer a range of benefits including:

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Two easy travel options to Sydney Campus: Optus bus from Sydney CBD (20min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn!

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au along with your preferred method of contact and we will be in touch.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.