Manager, Retention

Want to see retention strategy turn into real results on the front line? This leading not-for-profit health fund has a clear 2030 Retention Strategy and needs a Manager, Retention to bring it to life.

About the role
Reporting to the Head of Retention Strategy, you'll lead operational delivery of retention initiatives across customer channels. You'll partner with Contact Centre, Marketing, Digital, Member Experience and Data Science to turn retention insights into practical roadmaps, embed them into BAU and deliver measurable uplift.

Key responsibilities include:

• Owning delivery of retention initiatives end to end: scoping, briefing, setting KPIs, rollout, monitoring and post-implementation review
• Working with stakeholders to embed retention activity into everyday processes and secure the resources to deliver
• Supporting the training and enablement of frontline teams, and capturing their feedback to improve what's delivered
• Responding to churn trends and market events, such as premium rate rises
• Partnering with Marketing on member relationship management and engagement initiatives
• Tracking performance against KPIs, reporting into governance and making data-led recommendations for annual planning

About you

• Experience delivering operational initiatives in a contact centre, customer operations or similar environment
• Background in customer relationship management, customer value or customer engagement
• Strong understanding of frontline operations and customer interaction channels
• Ability to translate strategy and data insights into practical, executable actions
• Data literate and comfortable with performance metrics and working alongside analytics teams
• Strong stakeholder management and cross-functional delivery skills
• A strategic and commercial mindset, with a continuous improvement focus
• Excellent communication skills, particularly in turning insights into actions for operational teams

What's on offer

• $150,000 + super
• Hybrid working from Parramatta or the Sydney CBD
• A purpose-led, member-owned organisation with a clear long-term strategy
• A visible role with real impact across the member experience

How to apply
Click Apply, or contact Nick Walker at Tenacity CX on [email protected] for a confidential chat.