Customer Retention Manager - Marketing

Fulcrum | Sydney | Hybrid

Our partner

We have partnered with one of Australia’s most established direct-to-consumer businesses, operating across multiple brands in Australia and New Zealand. They have a loyal and substantial customer base built over decades, a well-resourced marketing function, and a genuine appetite to evolve the way they use data, digital channels, and customer experience platforms to retain and grow that base. The business is mid-transition, which means the person stepping into this role joins at a genuinely interesting moment.

The role

This is the number two position in the retention marketing team, reporting to the Head of Customer Marketing.

The scope covers subscription growth, loyalty, and the customer journey across print and web -- three brands in Australia, one in New Zealand. You will own key budgets across multiple cost centres, lead a team of two Marketing Coordinators, and present performance and insights directly to senior leadership.

The hire is coming off the back of a five-year tenure from the previous incumbent, so the foundations are strong. What the business now wants is someone who brings fresh perspective and new thinking alongside the execution capability to run the function day to day.

What you’ll do

• Drive subscription growth and retention across wine and delivery products, including strategy, campaign execution, and performance monitoring

• Develop and optimise the monthly catalogue mailing programme, improving channel efficiency and translating data insights into stronger results

• Manage mailing, print, production, and subscription budgets, including forecasting and reforecasting across multiple cost centres

• Use customer segmentation and RFM analysis to inform campaign planning and loyalty initiatives, drawing on available data and working with internal analysts to interpret results

• Lead the customer journey for subscription products, identifying where to improve lifetime value and reduce churn

• Brief, manage, and review creative output across campaigns, including feedback cycles with internal and external creative teams

• Present campaign performance and strategic recommendations to senior leadership on a regular cycle

• Manage and develop two Marketing Coordinators, both early in their careers

What you’ll bring

• At least five years in customer marketing, retention, or subscription-based roles, ideally client-side

• Solid budget management experience across multiple cost centres, including forecasting

• A working understanding of customer segmentation and the core KPIs of subscription and loyalty programmes - RFM, AOV, lifetime value, churn rate

• Experience managing or mentoring junior team members

• Confidence presenting to senior stakeholders, with the ability to translate performance data into clear recommendations

• Familiarity with customer experience or marketing automation platforms; experience in a comparable CEP environment will help you move quickly

Backgrounds in subscription retail, loyalty programmes, direct-to-consumer, membership businesses, or anything where retention and lifetime value are the primary commercial levers are all relevant.

Who this role is for

You do not need the whole picture before you act. You can read a week’s trading figures, form a view, and know which lever to pull. You are comfortable owning something -- a budget, a channel, a direct report -- without needing to be told how to manage it.

The two previous hires in this team have both stayed five or six years. That longevity says something about the environment. It also means the team trusts the people around them, and that trust takes time to build and is not given lightly.

The macro environment is live in this business. Consumer sentiment shifts quickly, and the team forecasts weekly. The ability to adapt and respond -- sometimes within a week -- is not a nice to have.

This role is for you if:

• You are content to do the work properly rather than perform busyness

• You have genuine loyalty to a team and like being the person others can rely on

• You want to develop junior colleagues, not just manage them

• You are curious about how other businesses run retention and bring those observations back to your own work

This role is not for you if:

• You come from a pure agency background with limited client-side budget ownership

• You prefer a defined scope and do not want to manage people

• You need a predictable, structured environment to perform your best work

• You are more interested in the digital or social strategy layer than the commercial mechanics of retention

Why you’ll love working here

• The role sits at the centre of the commercial operation -- subscriptions and loyalty are not a side programme, they are the business

• You will work directly with the Head of Customer Marketing and have genuine visibility with senior leadership

• The team has a track record of long tenure, which reflects a well-run environment with a manager who invests in the people around her

• The business is transitioning its marketing technology stack, so you will have the opportunity to shape how the new platform is used, not just inherit a fixed way of working

• Two Marketing Coordinators report into this role, giving you genuine people leadership scope at manager level

• Hybrid working arrangement

Ready to apply?

Send us your CV and a brief note on the background that makes you the right fit. We will be in touch promptly to walk you through the detail.