Customer Retention Lead
About the Role
As Customer Retention Lead, you’ll be responsible for delivering the customer engagement and retention strategy through data‑led profiling, segmentation and campaign execution.
Working closely with the Customer Engagement Manager, this role focuses on planning and coordinating customer communications, optimising CRM campaigns and ensuring disciplined management of the generosities budget. You’ll lead campaign scheduling, targeting, automation and reporting while maintaining strong data integrity across the customer database.
The role operates within a strong regulatory framework and requires careful consideration of Responsible Wagering principles and compliance obligations across all customer engagement activity.
Key Accountabilities
Customer Engagement & Retention
- Deliver data‑led customer retention activity in partnership with the Customer Engagement Manager
- Lead customer profiling and segmentation to optimise retention outcomes and generosities spend
- Provide insights and recommendations on customer trends and competitor activity
- Identify and drive improvements to customer communications through automation, technology and targeting
Campaign Delivery & Optimisation
- Plan, coordinate and execute direct communications aligned to customer lifecycle and wagering priorities
- Define and monitor campaign success measures, reporting on performance and outcomes
- Optimise campaign effectiveness through collaboration with internal stakeholders and continuous improvement
- Improve campaign design through audience definition, testing and performance analysis
- Lead the development and adoption of automated campaign capability within the Microsoft Dynamics environment
Technology & Data Governance
- Maintain CRM platforms, ensuring data integrity, governance and customer contactability
- Review and enhance customer management processes to improve automation and effectiveness
- Act as a subject matter expert in CRM system enhancements and capability uplift
Risk, Compliance & Financial Management
- Ensure all CRM activity complies with brand standards, Responsible Wagering and regulatory requirements
- Execute campaigns within approved budgets and cost centre controls
- Ensure excluded customers are appropriately removed from all customer communications
Qualifications
About You
- Experience in customer engagement, retention, CRM or lifecycle marketing roles, ideally within wagering, gaming, retail or regulated industries
- Strong capability in customer segmentation, campaign execution and performance optimisation
- Demonstrated experience managing CRM campaign schedules, targeting and reporting
- Strong analytical skills, with the ability to translate customer data into actionable insights
- Experience working with Microsoft Dynamics or similar CRM platforms
- Sound understanding of Responsible Wagering, regulatory compliance and customer data governance
- Ability to manage multiple stakeholders and priorities in a fast‑paced environment
- Confident communicator with a collaborative, customer‑first mindset
Additional Information
At RWWA, you will join a purpose-driven organisation that actively reinvests in WA’s racing industry, community initiatives, animal welfare, and regional programs. You will be part of a team that values integrity, collaboration and excellence in everything we do
We offer:
- Flexibility that works for you – hybrid work arrangements that balance the benefits of working from home with connection to our modern office and on-site team culture.
- Investment in your growth – access to dedicated learning budgets, career development support and opportunities to strengthen your professional capability.
- A modern, people-first workplace – state of the art facilities, wellness spaces, free parking, secure end of trip amenities and a workplace designed to support wellbeing and productivity.
- Recognition that matters – competitive remuneration, employee benefits, and meaningful reward programs aligned to our RACE values: Respect, Accountability, Connection and Excellence.
- Wellbeing and support – access to mental health initiatives, tailored wellness programs, and a paid Wellness Day each year.
- Community impact – the opportunity to work for an organisation that reinvests millions into WA’s racing industry, local communities and regional programs, helping to create sustainable industry and community outcomes.
Ready to apply?
Apply now with your CV and cover letter telling us why you’re the perfect fit for this opportunity.
For more information visit Careers at RWWA or contact us at TalentAcquisition@rwwa.com.au
As part of the recruitment process, you will be required to complete Pre-Employment screening, which will include two reference checks, police clearance and Australian Working Rights check.
Please note this role is only open to applicants that hold Australian Working Rights and we do not offer Work Sponsorship Visa's.
Additional benefits
- Hybrid and flexible work arrangements
- Personal learning and development budget
- 17.5% loading on annual leave
- Health and wellness initiatives to support you inside and out
- Access to discounts at a wide range of retailers
- Reward and Recognition Program
At Racing and Wagering WA, we recognise that we are strengthened by diversity of gender, thought, experience, and ethnicity. We are committed to providing a safe work environment and making reasonable adjustments in which everyone is included and treated fairly.
We are an Equal Opportunity Employer and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply.