Customer Lifecycle Manager - Retention - Hawthorn East

We’ve been proudly serving Australian communities since 1914 and have grown to become a top 30-listed company on the ASX with a portfolio of iconic homegrown brands. At the heart of our continued success is over 115,000 team members working across the country, all contributing to bringing our customers smiles. You’ll not only get to see your work make a difference, you’ll be part of a team working together to help Australians eat and live better every day.

About the team

As one of the biggest brands in Australia, we connect with millions of Australians  each week. Whether it’s connecting our customers with relevant content through digital innovation, omni-channel storytelling or impactful advertising that reaches 98% of Australians, our Marketing team play an important role in driving our brand forward, helping Australians eat and live better every day.

About the role 

This is a 12-month fixed term full time contract opportunity. A strategic, data-driven role focused on retention and lifetime customer value.

You’ll shape initiatives that leverage data models, automation, and personalisation to deliver meaningful experiences for millions of Australians. It’s a role where impact is visible, ownership is real, and innovation is at the core. 

Applications close January 5. 

What you’ll do 

You’ll use data and insights to define retention strategies, lead automation-driven programs, and optimise personalised experiences across channels.

From insight through to execution and continuous improvement, you’ll own initiatives end to end and clearly say, “I delivered that.” 

You’ll also: 

• Partner closely with data, analytics, engineering, trade, and brand teams to deliver automated, personalised lifecycle journeys 
• Manage, coach, and develop team members, building capability in data-driven marketing and automation tools 
• Ensure best-practice customer experience across owned channels, with a strong focus on relevance, segmentation, and dynamic content 
• Drive continuous improvement in processes, automation workflows, and performance measurement 

About you and your skills 

You’re a strategic thinker who is comfortable working with data and using insights to guide decisions and direction. You know how to interpret insights, design automated journeys, and deliver personalisation at scale. 

You may come from an in-house background such as Customer Lifecycle Manager, Marketing Manager, Campaign Manager or CRM Manager, or from an agency environment in a Strategist or Content Strategist role. Experience in fast-paced industries such as retail or FMCG is important. 

You’ll also bring: 

• Strong data literacy and confidence working with dashboards, reporting, and segmentation tools 
• Experience with marketing automation platforms and personalisation technologies 
• Demonstrated people leadership skills, with experience growing, coaching, and supporting a team 
• A collaborative style and comfort working cross-functionally 
• Proven success delivering retention, CRM, or lifecycle initiatives using automation and data-driven strategies.

#LI-MAR

What’s in it for you?

• Flexible working options: We know that work is only one part of your life, so we actively encourage a positive work-life balance and provide hybrid working options to help you achieve it.
• Office perks: Take advantage of our gym facility and fitness classes, free parking, BBQ area, mini-Coles supermarket, fooderie hub where you can sample new products before they hit the shelves, school holiday program and so much more when you come in.
• Discounts: Eligible team members receive 5% discount all year round on your Supermarket and Liquor online and in-store purchases. We also offer additional periods of double discount (10%) at various times throughout the year. As well as hotdeals exclusive to team members that translate into additional savings.
• Reward through recognition: Give and receive recognition, linked to our Coles values, through our digital recognition platform ‘mythanks’. You can accumulate points to redeem in the online shop for exciting gifts and electronic gift cards from an extensive range of retailers.
• Opportunities for learning and development: No matter where you start within our diverse business, you’ll have experiences, exposure, and education to satisfy you. Discover and explore a variety of career development programs and job-specific training.
• Paid parental leave: We understand how important your life outside work is and offer permanent team members paid parental leave to support you in balancing work and family.
• Investment in your future: Our annual team member share plan offer allows eligible team members to make regular pre-tax salary sacrifice deductions to purchase Coles Group shares.

About the recruitment process

We’re continuing to build a gender equitable team, and a culture that is just as diverse, inclusive and welcoming as the communities we serve. We are committed to creating a workplace that is safe and respectful for our team. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities.

We’re happy to adjust our recruitment process to support candidates with disability. For further information and additional contact details visit the ‘Our Recruitment Process’ section of our careers site or email inclusionrecruitment@coles.com.au

Job ID: 175026

Employment Type: Fixed Term