Job Overview & Organization Mission

Direct customer retention, machine learning churn prevention models, and omnichannel personalized loyalty journeys for millions of subscribers.

Optus is recruiting an analytical Director of Customer Retention, CRM & Loyalty Programs based at our Macquarie Park campus in Sydney. You will lead subscriber retention strategy, automated customer lifecycle journeys, anti-churn predictive analytics, and loyalty activations across 10 million mobile, broadband, and entertainment customers.

As a key member of the team at Optus Enterprise in Sydney, NSW, you will play a central role in driving excellence, upholding top-tier Australian industry standards, and contributing directly to the strategic milestones of one of the nation’s premier employers.

Key Duties & Core Responsibilities

In this critical role, your operational duties and key performance responsibilities will encompass:

• Formulate and: Formulate and execute subscriber retention and churn reduction strategies across consumer postpaid and prepaid segments.
• Deploy personalized: Deploy personalized automated lifecycle marketing campaigns utilizing Salesforce Marketing Cloud and Braze.
• Partner with: Partner with data science teams to operationalize machine learning churn propensity and next-best-action models.
• Optimize customer: Optimize customer lifetime value (LTV) through proactive contract renewal and value-add cross-sell offers.
• Oversee loyalty: Oversee loyalty partnerships (SubHub, Optus Perks) enhancing customer engagement and brand loyalty.

Required Qualifications, Licenses & Experience

To be successful in this position at Optus Enterprise, candidates are expected to satisfy the following essential selection criteria:

• Mandatory Qualification: Degree in Marketing, Data Analytics, or Business Administration.
• Relevant Experience: Minimum 5+ Years of verified industry experience in Australia or recognized overseas equivalence.
• Degree in Marketing, Statistics, Computer Science, or Business.
• 7+ years CRM, retention marketing, or customer lifecycle leadership in telecommunications, banking, or retail.
• Deep expertise in enterprise marketing automation platforms, CDP architectures, and SQL.
• Commercial acumen in balancing retention discounts against customer profitability.

Core Competencies & Key Technical Proficiencies

The successful applicant will possess demonstrated capabilities across the following domain skill sets:

Salary, Compensation & Employee Benefits

At Optus Enterprise, we understand that our people drive our achievements. An outstanding remuneration and wellbeing package is provided in line with Australian benchmarks:

• Competitive Remuneration: AU$170,000 – AU$210,000 per year + standard Australian Superannuation (11.5%).
• Executive salary $170,000 – $210,000 + 11.5% super + lucrative annual STI bonus.
• Optus campus featuring multiple cafés, gym, childcare, tennis courts, and leafy parklands.
• Substantial employee discounts on telecom products and technology devices.
• Leave Entitlements: 4 weeks annual leave (with 17.5% annual leave loading where applicable) plus 10 days paid personal/carer’s leave.
• Flexible Work: Progressive work-life balance options with supportive corporate culture and leadership development pathways.

About the Employer: Optus Enterprise

Optus is Australia’s second-largest telecommunications company, delivering innovative consumer mobile, broadband, and TV services.

Optus Enterprise is deeply committed to building diverse, equitable, and culturally inclusive work environments. We proudly celebrate diversity and welcome applications from all qualified individuals including First Nations Australians, people with disabilities, and candidates from culturally and linguistically diverse backgrounds.

Application Process & Next Steps

Applications for this position are currently open and being reviewed on a rolling basis. Suitable candidates are encouraged to apply as early as possible before the published closing date.

Please prepare an updated Curriculum Vitae (CV) and a tailored Cover Letter highlighting your relevant experience against the key selection criteria outlined above.

To proceed with your application, click the Apply on Employer Site button to access the official Optus Enterprise careers gateway.