NAB
Senior Manager, Retention & Engagement
Whether your goals are big or small, we’re here to help. More than money.
Sales and Customer Success
Full-time
Office | Sydney, NSW, Australia
Visa sponsorship · No
Senior · A role for someone with advanced knowledge and skills. May involve mentoring, leading others or specialisation. Typically at least 5 years of experience.
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Why NAB
We exist to serve our customers and help our communities prosper. We’re focused on what matters most and here to support you with your banking needs in any way we can. We’re open for business.
About the role
The Consumer Lending team is seeking an energetic, collaborative and results driven Senior Manager to lead portfolio performance across Citi Line of Credit Products, Citi Personal Loans and Coles Personal Loans.
As the Senior Manager, Engagement & Retention, you will be responsible for developing and executing the engagement and retention strategy across the consumer lending portfolio. The key purpose is to deliver on key portfolio financial and customer targets and owning the overall customer communications program.
What you'll be responsible for
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Customer Advocacy and Feedback
Advocate for customers by providing feedback to internal teams on how to better meet customer needs
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Adoption and Success Management
Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice
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Relationship Building
Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.
Skills you'll need
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Collaboration
Works with others by being open, clear in communication and listening to achieve goals
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Learning agility
Identifies and applies strategies to enhance reception, retention and use of newly acquired information, skills, and abilities
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Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Developing and executing the engagement and retention strategy across the consumer lending portfolio. The key purpose is to deliver on key portfolio financial and customer targets and owning the overall customer communications program.